Customer Service Technical Support
Resume:
A ntoine E. Davis
Hayward, CA 94541
OBJECTIVE
To obtain a challenging Administrative/Customer Support position in a stable and
i nnovative company that will allow me to continue to grow and learn.
EXPERIENCE
Hewlett Packard, Cupertino, CA ITO Support Specialist I (NOC Tech
Support/Customer interfacing) 10/07-07/10
The OSR (Operations Support Representative) position is a customer facing position
w ithin the Network Operations Center (NOC) team, with responsibility for
p roviding direct first level support to Managed Services customers. Including but
not limi ted to; change request, t ier one technical support, problem identification and
resolution. This includes handling both customer issues as well as Mercury backend
i nfrastructure (Servers and networks) issues. Responsible for providing information
systems/technology expertise and implementing a solution in accordance with
contractually established terms and conditions. Manages technical/service
relationship between the customer, and between subcontractors/vendors. Monitors
i mplementation to ensure project/program compliance to budget, quality standards,
and customer requirements. Works with the Client Manager to retain customers
and build the business. Ent ry: Applies basic foundation of a function Õs principles,
t heories and concepts to assignments of limi ted scope. Utilizes professional concepts
t heoretical knowledge acquired th rough specialized t raining, education or previous
experience. Exercises independent judgment within defined parameters. Develops
expertise and practical knowledge of applications within business environment. Acts
as team member by providing information, analysis and recommendations in
support of team efforts. The OSR (Operations Support Representative) position in a
customer facing position within the Network Operations Center (NOC) team, with
responsibili ty for providing direct first level support to Managed Services
customers. Including but not limi ted to; change request, t ier one technical support,
p roblem identification and resolution. This includes handling both customer issues
as well as Mercury backend infrastructure (Servers and networks) issues.
AT&T, San Ramon, CA Tier I I Technical Support Specialists 08/04-9/07
Answer ACD calls, assess customer technical support needs, and handle accordingly.
A bility to analyze and solve technical problems by using problem-solving skills.
Conduct analysis and t rouble shooting via telephone for customers DSL and Dial-up
I n ternet services. Identify and act on unique or recurring customer problems.
P rovide advanced technical support on operation or maintenance of personal
computers and/or peripherals using documented procedures and available tools.
A bility to t roubleshoot techniques professionally. Position works with outside
vendors and affiliated groups to t roubleshoot and restore customer internet service.
Remain knowledgeable of ISP service offerings, current industry products and
technology. Assist technicians in special projects. Call Center experience,
K nowledge in Windows and Macintosh, Operating Systems, Understand PC
Technology In ternet protocols;
@road, Fremont, CA Tech Support/Customer Support Specialist 12/01-04/03
Assist customers via phone and email in resolving issues related to the installation,
f unctionality, and usage of our software. Assist customers in resolving simple to
i ntermediate technical issues and pre-sales inqui ries by providing detailed and
i nformative responses to their inquiries. Engage customers in order to earn and
retain their business. Assist customers with Domain name and commerce support
issues. Provide courteous and informative responses to current user support
request. Strong problem solving and decision making skills needed to identify,
research, and resolve problems. Excellent t rack record in providing outstanding and
u nparalleled customer service. Outstanding communication, interpersonal, and
customer service skills. Abili ty to learn quickly. Desire to serve customers with
patience, courtesy, consideration, and a sense of humor. Thorough knowledge of the
I n ternet, including familiari ty with multiple browsers. Strong
editing/wri ting/organizational skills. Dependable, t imely, adaptable, responsible and
accountable. Ability to maintain high performance level on repetitive tasks.
E xperience with supporting and t roubleshooting software on Oracle, Windows 95,
98, NT, ME, 2000 and XP platforms. Knowledge of Windows TCP/IP networking and
t roubleshooting a plus Recent Customer Service, Sales and/or Technical Support
experience
PMI, South San Francisco, CA On-line Customer Support 06/99-03/01
Responsible for taking applications over the phone and via the internet and
determining the customers' needs. Asked probing questions to ensure that orders
and paperwork were processed correctly and accurately. Identified problems with
customer accounts, diagnosed causes and determined corrective actions. Provided
accurate information on availabili ty, terms & conditions, status, etc. In teracted with
Sales, Marketing, Operations, Technical Support, Finance, and other functional
g roups to obtain information needed to process orders, quotes, and other requests
w ith precision. Supported the Credit/Collections group to resolve billing disputes,
credit holds, and credit card authorizations. Provided personalized service for each
i ndividual customer based on urgency of need and seriousness of content.
M aintained superior quota of loans documented and processed, kept detailed
records, and produced comprehensive reports for superiors. Acted as liaison in
between the corporate office in Dallas, TX and my department through conference
calls which involved the implementation of new procedures, as well as t rouble-
shooting advice and procedures and workloads.
Metro One, Alameda, CA 411 Directory Assistants 02/98-03/00
Directory assistance operator for Sprint PCS, AT&T Wireless, Nextel, and Cingular
W ireless. Troubleshooted technical difficulties with acitivation,, voicemail, lcd
screen, inbound & bound, general questions. Provided comprehensive information to
subscribers as requested. Such information included Tele-concierge, movie listings,
maps and directions, horoscopes, metro-dex, and international & Caribbean listings.
P rocessed heavy inbound call volume: 300-400 phone calls daily. Ensured
continuous phone coverage and in an effort to minimize the queue and/or wait
t imes. Maintained consistent record of excellent customer service as documented in
weekly evaluations. Demonstrated exceptional communication and listening skills
on a regular basis.
SKIL LS
Oracle, Remedy, Synergy, Microsoft Office, Novell GroupWise, Excel spreadsheets,
i nvoicing SAP, Siebel, Clarify, Scopus, Opsware, Netcool (familiari ty), Vista, jaber,
Service Center Client "Sparks" "BAC {Business Availability Center", SiteSeer, E-
help Desk, LAN/ WAN Expertise Understand In ternet Networking or A+, Network
+, M Knowledge of E-mail protocols and DNS, Java, Batch files, (Administrative
p rocesses (fax, file, email, multi-line-receptionist, typing business letters and
documents), Data Ent ry, Order Entry, record maintenance. Some software licensing
experience.
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