Customer Service Information Technology

HORAY W. GIBSON

**** ***** **** [pic] Raleigh, NC 27616 [pic] H: 919-***-**** [pic]

***********@*****.***

ACHIEVEMENTS, SKILLS, AND ABILITIES

. Proven ability to diagnose, troubleshoot, and resolve technical

problems.

. Exemplary academic record. Graduated with 3.1 G.P.A.

. Quick learner with strong working knowledge of software, hardware,

networking, operating systems, and security applications.

. Outstanding communication skills; demonstrated background working well

with students and co-workers in one-on-one and group settings.

. Superior analytical and problem-solving abilities, with track record

of improving operations.

EDUCATION

University of Maryland-University College, Adelphi, MD

Currently Enrolled in MS Information Technology/Software Engineering

University of Maryland-University College, Adelphi, MD

BS in Computer Information Technology, 5/2010

CompTia A+ Certification

Academy of Computer Education (ACE); Greenbelt, Maryland, 1/2009

TECHNICAL QUALIFICATIONS

Operating Systems: Windows 2000/ME/XP/Vista/ 7

Software Applications: MS Office 2000/XP (Word, Excel, Power Point,

Access), Lotus Notes, Norton Utilities

Networking: TCP/IP

Languages: HTML

PROFESSIONAL EXPERIENCE

12/09 - Present Customer Account Exec (Internal Products)

COMCAST Largo, MD. 20774

. Troubleshoot PC/E-mail/modem/home networking problems

with customer and escalate advance troubleshooting

problems to technical support group as appropriate

. Handle telephone and e-mail inquiries covering full

range of customer service needs

. Prepare work orders for maintenance request after

determining if field visits are required and ensure

appropriate follow-up procedure are met while

maintaining accurate tracking in the ticketing system

. Maintain and coordinate interdepartmental

communications

10/09 - Present Computer Technician (Part-Time)

WESTPORT ONE-STAFFING St. Louis, MO.

. Clean out computer cases and install hardware

. Upgrade memory, image and install and configure Windows

XP

. Manage clients computers remotely using remote desktop

. Repair, service and replace parts, boards, hard drives

(IDE,SCSI) CD/DVD memory chips,

. Desktop support

. Configurations of printers and scanners

. Troubleshoot peripheral equipments, identify and resolve

issues

. Working knowledge of TCP/IP and DNS

. Ability to relay technical information to clients

Contact this candidate