Customer Service Software
Resume:
Joseph Schnell Jr.
***************@**.**.***
A+ Certified
Dell Certified - Desktop and Portables
Project Management
Remedy 7 BMC Management Software
Microsoft Windows Operating Systems Expertise (2000, XP, Vista Windows 7)
PC - Server Skills (Software / Hardware: Build - Configuration -
Installation - Repair)
Customer Support - Hardware - Software ( By Phone and/or On Site)
Webex
VPN
MS Office Suite (Installation - Configuration)
Former Novell CNE3 and CNA4
Problem Determination and Isolation (QA / Test)
Technical Documentation
Technical Sales
Inventory Control
3 PROFESSIONAL EXPERIENCE
1
Help Desk Contract 3/2010 -5/2010 (Insight Global for Cisco Systems)
Primary 1st response Help Desk for a major US corporation.
Remedy 7 experience.
Duties included support of all desktop/notebooks operating systems.
Assess all calls related to clients application environment and provide fix
if possible.
Assign higher level issues to appropriate support organization.
Maintain a high level of professionalism at all times.
Consolidated Electronics 08/2009 - 03/2010
Inventory Control - Supervision of the supply, storage and accessibility of
parts used by field personnel repairing Samsung products.
To insure all unused parts are returned for credit, and used parts returned
from field with core value are returned to Samsung, with all credits noted,
and disposition of parts issued noted in company database system.
2
3 Help Desk/Desktop Support -Own PC Company 02/2007 - 08/2009
Responsible for hardware and software support of local consumers
Responsible for Windows, Microsoft, Internet, Network, and peripheral
issues
Provided both on-site and phone support to all clients
Built complete computer systems from scratch
Dealt with many clients at once and was responsible for troubleshooting
from beginning to end
TeleHealth - Implementation Specialist (2004 - 2007)
Installation of hardware, software and network equipment for the TigrVision
family of products, consisting of Dell Servers, WYSE workstations running
Windows CE, RF modulators and amplifiers as well as phone and CATV cabling.
Managed site installation/implementation of 180 unit hospital system for
TigrNet product offering.
This involved installation of equipment in patient care areas using
contractors with minimal disturbance to patients, coordination of other
activities with site Facility, IT, and Patient Care executives, test, and
some training.
Major obstacles were overcome and project was completed on schedule.
8
IBM Corporation - Staff Software Engineer (2000 - 2003)
Responsible for taking incoming help desk issues
Responsible for providing top notch customer service
Provided Level 2 application support for IBM HOST On-Demand software.
Provided Level 1 application support for IBM VTAM and NCP software.
Test / QA (Problem Isolation - Identification)
9
4 EDUCATION / MILITARY / CERTIFICATIONS
1 North Carolina Wesleyan College
2 Degree - BS - Computer Information Systems ( Graduated Cum Laude 3.4 GPA
)
3 Ulster County Community College
4 Degree - Associate - Business Administration
Certifications: Comptia A+ - Dell - Certifications for Notebook and Desktop
Platforms
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