Customer Service Manager

TONY ALLEN KNOX

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*** ***** ****** ***. *, BIRMINGHAM, AL 35226

Home 205-***-****, ********@*****.***

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OBJECTIVE

Excellent Computer Service Technician looking to further my career in

technical support area that will allow me to utilize all my computer and

customer service skills.

EXPERIENCE

12 years hands on technical experience with 4 years banking technical

Helpdesk experience. One year of software testing support for the Remedy

Application. I have working knowledge of Lexmark Printers and HP

printers. I've been building PC's for over 12 years and have extensive

knowledge of computer hardware and software pertaining to servers and

desktop client machines.

EDUCATION

Jefferson State Community College . Hoover, Alabama . 1998

Computer Information Sciences . GPA: 3.2/4.0

Computer Information studies focused in application development, IT

project management, multimedia design, technical planning, and business

case analyses. Radiology studies focused on Anatomy and Physiology and

lab related courses

University of Alabama . Tuscaloosa, Alabama . 1998

Chemical Engineering . GPA: 2.8/4.0

Studies focused on freshman studies relating to chemical engineering

and required courses. Courses included Chemistry, English, Math and all

applicable labs.

EMPLOYMENT

Regions Financial . Birmingham, Alabama . 2007 to Present

Regions Technology Support Center

Take incoming technical support calls from all regions associates to

resolve issues with all banking hardware and software. Resolve 80 to 85

percent of those incoming calls and to correctly transfer any

irresolvable issues to the appropriate group(s). Helped my department

achieve and maintain the company's number one technology support help

desk. By maintaining departmental standards of resolving 80 percent of

all incoming technology calls, the support center assured that Regions

achieved its milestone One Millionth customer.

Charter Communications . Birmingham, Alabama . 1999 to 2001

Technology Support

Provide tech support to both external charter customers and internal

charter associates. Responsible for maintaining desktops within the

building and maintenance on all tech support pc's. Server resets and

backups as well as reset of phone PBX systems.

Satellites Unlimited Inc . Birmingham, Alabama . 2003 to 2007

Field Service Manager and Supervisor

Directly supervised 30 call center associates over 3 departments.

Designed and implemented an excel database used to track and report on

associates time management. Integrated these reports into Crystal reports

10 to automatically print out all needed disciplinary actions.? As a

Field Service Manager I supervised 40 technicians over 4 counties and

maintained inventory control for the Birmingham warehouse and payroll.

Supervisory functions of this job required training and certification of

all new associates and quality control for existing techs.

Skills

Active Directory Adobe Acrobat Adobe Dreamweaver Adobe Photoshop Adobe

Flash Citrix Lotus Notes MS Office Suite 2003 MS Office Suite 2007

Net View Personal Communications Rumba ViewNow CSS C++ J++ HTML

Java XML/XSL TSO Visual Basic VPS IBM DB2 MySQL Oracle Linux/UNIX

Ubuntu Windows Vista/XP Windows 7 Server 2003 Windows 2000 Windows

98 Crystal Reports 10 Crystal Reports 11 Certifications Crystal

reports 10

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