Customer Service Operator

Anthony Upshaw

**** ***** + Detroit, MI ***** + Home Phone 313-***-**** + Email:

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

Skills and Abilities

Obtain a position as a Computer Operator or Information Support Technician

Team Player, Self Starter, great communicator. Computer Operator,

Inventory, Accounting, Payroll and Customer Service skills. Organized and

Reliable.

Employment History

TechTeam Global, Inc. Southfield, MI

01/2006 - 09/7/2009

IT Support Specialist

Provide front-line support to incoming phone calls and e-mail questions on

computer software and hardware problems from Office Depot.

Troubleshoot hardware and software problems

. Follow up on calls, voicemail and e-mail about problems that are

pending resolution

. Interact with Advanced Support Technician to restore service and/or

correct core problems

. Resolve recurring problems with predefined solutions and escalate

first time problems or complex problems to second tier support

. Create documentation of knowledge gained and submit for publication

. Provide inbound phone/web submit support to-end users in a retail and

corporate environment.

. Responsible for solving customer issues using all necessary support

tools including a Knowledgebase.

. Must correctly track incidents and calls, including but not limited to

entering data into the incident tracking tools in a timely and

accurately.

SER Metro Detroit Detroit, MI

03/2001 - 02/2004

Program Monitor / MIS Specialist

Maintain quality service by enforcing SER data management standards and

professionally manage and communicate confidential information using a

Kidsmart system.

. Generate participant activity reports and document program

performance.

. Reconciles and validates MIS reports with related data files/sources.

. Report errors and corrections to management.

. Train new Staff and Partners in MIS data entry on Kidsmart system.

Medical Knowledge Detroit, MI

05/1999 - 9/2000

Computer Operator

. Operated IBM mainframe and mini computer system.

. Used Windows - NT to run Macess system.

. Performed daily/weekly backups, run production schedule and

print/distribute reports.

. I worked the midnight shift alone.

.

Health Alliance Plan Detroit, MI

10/1993 - 3/1999

Lead Computer Operator

. Operated a Bull 9000 mainframe and mini computer system.

. Executed required jobs per production schedule and ensured completion.

. Performed daily/weekly backups on Bull mainframe, UNIX, Sun and HP3000

systems.

. Printed and distributed reports.

. Assisted user with any problems.

. Lead Operator over 6 Operators.

Interim Services, Inc. Southfield, MI

07/1998 - 01/1999

Computer Operator

. Operated IMB 9221-221-20 mainframe, used MVX, MVS and MV, AS 400

. IBM 3803 tape control unit, IBM 6262-014 impact printer and Xerox

635MX laser printer.

. Ran production schedule and ensured completion.

. Conducted daily/weekly backups and printed/distributed reports

Education

Pending

Wayne County Community College / Major: Computer / Accounting

Eastern Michigan University / Major: Computer / Accounting

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