Customer Service Sales Representative

Certifications/ Relevant Education

MCTS (Microsoft Certified Technology Specialist)

May, 2008

MCP (Microsoft Certified Professional)

December, 2008

MCSA (Microsoft Certified Systems Administrator)

In progress

ComputerTraining.com

Chesapeake, VA

Graduated, September 2008

Coursework includes: Microsoft Windows Vista, Configuration 70-620,

Managing and Maintaining a Microsoft Windows Server 2003 Environment 70-

290, Implementing, Managing, and Maintaining a Microsoft Windows Server

2003 Network Infrastructure 70-291, Microsoft Internet Security and

Acceleration Server 2004 70-350. Currently working on A+, Security+,

Network+ and Server+.

Additional Education

Old Dominion University

Norfolk, VA

B.S. Information Technology Expected

Graduation, June 2010

A.A.S. Business Management

June 2005

Hampton High School

Graduated, June

1999

Hampton, VA

Technical skills

Hubs, Switches, Routers, Firewalls, RAID, Servers, SMTP, Microsoft Windows

Vista, Microsoft Windows XP, Microsoft Windows 2000, Microsoft Windows 2003

Server, Microsoft ISA Server 2004, Windows Vista client installation,

configuration and maintenance; Windows Server 2003 installation,

configuration, monitoring, change management, hardening, fault tolerance,

disaster recovery and remote management; Active Directory; Group Policy;

DNS; DHCP; VPN, routing, RRAS and remote access protocols; network design,

configuration and troubleshooting; TCP/IP sub-netting and troubleshooting;

firewall and proxy server configuration; emphasis on adherence to Microsoft

standards and maintaining network documentation, MS Office, C++, SAP,

hardware applications and troubleshooting.

Languages

Fluent in English and Vietnamese

Relevant experience

Cox Communications

Chesapeake, VA

CSR/Technical Support

July 2008 - July 2009

- Ensured customer satisfaction and loyalty, by consulting with,

assisting and resolving a wide variety of technical requests,

inquiries and complaints.

- Handled inbound technical calls effectively and efficiently through

the use of proactive customer service and call control techniques.

- Consulted with customers to troubleshoot service issues for video,

data and telephony products.

- Maximize the usage of MS Office, MS Outlook, Adobe Acrobat and other

MS products to resolve technical issues effectively

- Minimized truck rolls by resolving questions / concerns efficiently

and effectively through the use of active listening and personalizing

techniques and by focusing on adding value.

Business Plus Corporation

Hampton, VA

Help Desk Technician November

2003 - February 2004

- Identified, diagnosed, and resolved problems for users of personal

computer software and hardware, the Internet and new computer

technology in a call center environment

- Provided one-on-one end-user problem resolution via telephone for all

applicable military personnel

- Knowledge and Experience in Navy Marine Corp Intranet

- Delivered, tagged, set up, and assisted in the configuration of end-

user PC desktop hardware, software and peripherals

- Assisted in troubleshooting user problems relating to Operating System

issues (Win 2000, Win XP), Network Connectivity, TCP/IP configuration,

upgrades, MS Office products and Internet connectivity

- Diagnosed and resolved end-user network or local printer problems, PC

hardware problems, e-mail, Internet, and local-area network access

problems

Additional experience

Heritage Funding Inc.

Chesapeake, VA

Loan Officer August

2005 - September 2007

Wilcox Bait & Tackle

Newport News, VA

Warehouse Stocker & Sales Representative June

1998 - December 2002

Awards & Special Recognition

Heritage Funding Inc.

Employee of the Month October, November,

December 2005

References and certifications furnished upon request

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