Customer Service Software

RICHARD A. COOK, Jr.

***** ***** **** **. • Hayward, CA 94545 • 415-***-**** • ****************@*****.***

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Qualifications Summary

Competent customer service/technician with ten years of experience. Strong commitment

to ensuring quality support and care. Trustworthy, ethical, and maintains appropriate

boundaries in supervisory role. Confident and poised in interactions with individuals of all

levels and backgrounds. Detail-oriented and resourceful in completing projects. Ability to

multi-task effectively. Technically proficient in software and hardware installation,

networking, and troubleshooting.

Employment History

Productions Assitant Inter-Avid, Calabasas, CA

3/06 - 12/08

1 Assisted production manager in the setting up of equipment

2 Ensuring all paperwork is properly filled out and accounted for

Customer Service Technician Planet Out Inc., San Francisco, CA

7/04 – 3/05

3 Provided instruction in website functionality and usage

4 Troubleshooting website issues such as Java chat, file uploading and account creation

5 Answered inbound customer inquires via email, phone and online chat room

Customer Service Representative Comcast Cable, Concord, CA

2/02 – 4/04

6 Insured clients maintained cable reception via various troubleshooting methods

7 Answered all client billing and account inquires within a heavy call center environment

8 Up sold clients on new products and services

TSR II, Team Lead Excite@Home, Redwood City, CA

12/00 – 2/02

9 Answered all client billing and account inquires in a heavy call center environment

10 Insured clients maintained internet connection via various troubleshooting methods

11 Walked client thru software and hard configuration via email and phone

TSR I, Team Lead Firetalk Communications, S. San Francisco, CA

1/00 – 11/00

12 Walked client thru software installation and configuration

13 Provided client support via email, phone and online chat room

14 Preformed in a supervisory role insuring others team members meet company standards

Customer Support Representative Wells Fargo Bank, San Francisco, CA

10/95 – 1/00

15 Made advances/paydowns on existing lines of credit at clients request via phone

16 Answered all billing and account inquires within a heavy volume call center environment

17 Educate clients on bank products

Relevant Skills and Experience

Computer Knowledge and Skills

Win XP, Win Alta Visata & Win Me MS-Office, FTP

IE & Firefox browser settings Beta testing of networking tools&VoIP

software

Software installation and support

Installation and Configuration

PC Hardware: RAM, hard drives, APG cards and other computer related hardware

Software Installations: MS-Office, Windows ME, XP, Alta Vista

Networking: Experience with TCP/IP, DNS, DHCP tools and troubleshooting utilities

Broadband: Experience configuring and troubleshooting broadband cable modems and identifying and

solving

Broadband connectivity issues, provisioning issues and email issues

Platforms: All Windows OS systems, and experience with home networking

Education

City College of San Francisco Concentration in Computer Technology

1984 – 1986

2002 – 2003

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