Customer Service Technical Support

***A Gaskins RD

Richmond, VA ***** 804-***-****

home

****.*******@*****.*** 336-***-**** cell

Kelly C. Royster__________________________

FUNCTIONAL SUMMARY

Advanced knowledge of Microsoft Windows (and all components), MS Outlook,

VmWare, Citrix, voice/data networks, and technical support. 5 + years

customer service experience. Outstanding technical support/customer-

relation skills. Technical & physical knowledge of configuring Cisco

routers, hubs, switches, IP routing, building Visio drawings, dynamic

routes, managing servers, active directory, computer security, data entry,

clerical duties, webhosting, email, and telecommunications. HTML, PHP, and

SQL oriented. Psychology, accounting, project management, business

management, statistics, and criminal justice training.

Key Skills:

. Actively pursuing A+, MCSE, CCNA certifications

. Active Directory

. Configuring routers

. Microsoft Server

. Installation of software

. Troubleshooting PCs & laptops

. MS Office

. Troubleshooting office hardware

. Customer service

. Using PBX system

EMPLOYMENT

(2008 - Present) Cavalier Telephone

Richmond, VA

Technical Support Analyst

Major duties consist of help and support of Cavalier Telephone products

which includes TV, Internet, and Phone services to residential and business

customers. Setup and troubleshoot LAN/WAN internet and phone services.

Answer and resolve inbound and outbound calls on a daily average call

volume of 40-60 calls. Provide GUI and command line PC performance

assistance. Assignment of proper field technicians for unresolved issues.

Use and repair of Telnet - dispatch for POTS line issues. Use of CRS,

Citrix, NIMS, APTIS, AnyMedia, and various other technical support tools.

Configuring Wireless modems authentication and port forwarding.

Successfully completed Tier I test. Strong multitasking skills that

involved over the phone technical support along with chat technical support

simultaneously. Building web space on server. Configuring POP,IMAP, & SMTP

for residential and business email customers.

(2007 - 2008) Kindred Hospital

Richmond, VA

Patient Tray Line Cook

Job responsibilities included, but not limited to daily customer

interactions, both face to face and by phone which required effective

verbal and written communication. Ordered/received products needed for

entire day. Use of strict daily production/preparation curriculum.

Preventive maintenance and sanitation in accordance with federal

safety/food standards.

(2005 - 2008) Halifax Regional

Hospital South Boston, VA

Retail/ Patient Cook

Job responsibilities included, but not limited to daily customer

interactions, HACCP temperature log upkeep, and light sales. Trained new

hires, working with ticketing system to ensure room service delivered in

thirty minutes or less. Supervised aides to ensure proper items delivered

to patients. Recorded daily stock and delivered excellent service winning

a Sodexho Cares Award.

EDUCATION

(2008 - 2010) ECPI College of Technology

Richmond, VA

Bachelor of Science Degree in Information Technology/ Network Security

GPA: 3.5

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