Customer Service Technician

KEVIN ALEXANDER

**** ***** ***** *****, ********, GA 30058 Home: 770-***-****

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

OBJECTIVE

To excel in a position as a PC Technician in a corporate help desk support

environment.

Qualifications

Over 15 years of service-oriented IT experience supporting end users,

troubleshooting and maintaining PC's in municipal and corporate business

environments. My superior analytical and problem-solving abilities and a

track record of improving operations allow me to excel in a help-desk

ticket management system with logging, metrics and IT business case

development.

16+ years of Graphics Design and customer service experience combined with

excellent communication and organizational disciplines. A demonstrated

background working well with others in one-on-one and group settings.

Highly adaptable and a quick learner with strong working knowledge of

various forms of application software, PC hardware and peripherals, wired

and wireless networking media and equipment, operating systems, and

security policy and implementation.

Technical knowledge

Extremely proficient supporting Windows XP/Vista/7, Server 2003/08, Active

Directory, MS Office (2007), MS SharePoint, OS Imaging and virtualization

using VMWare, PC configuration, RAID array configuration, HP, Dell, Xerox,

and Canon copier and printer maintenance.

Accounts payable/receivables using Quickbooks and the AS400 platform.

Graphic Design experience includes; advanced print design using Adobe CS3

Suite (PC/Mac), CorelDraw X3 (PC), Macromedia Freehand, (PC/MAC)

QuarkXpress (PC/Mac) and Flightcheck (PC/Mac) and front-end Web Design

using Dreamweaver, HTML, CSS, XML and JQuery.

Certifications

Microsoft Certified Professional, CompTIA A+ IT Technician, Dell Certified

Systems Expert

Professional Experience

Freelance Graphic Artist Atlanta, GA 1993-Present

. Logo creation and corporate identity consultation, illustration

services, corporate collateral design and layout, promotional

material creation and website design and implementation

Squeegee Sharks LLC Atlanta, GA Prepress Technician May 2008-August

2008

. Proffered in-house graphic design services, as well prepress

preparation of camera-ready art for silk screen print production.

. Produced simulated process, process, index color, and spot color

separations for output to ink jet film

. Responsible for both day-to-day and long-term maintenance and

technical support of the print shop, including analyzing requirements

and suggesting solutions to meet user needs. Provided support for 4 users.

. Advised ownership on upgrades to print production system.

. Carried out other desktop publishing services which include

preflighting, file conversion, photo retouching, typesetting, and

color matching

Cartridge World Lithonia-Brookhaven, Lithonia/Atlanta, GA Inkjet and Laser

Cartridge Technician February 2007-October 2008

. Refilled commercial-grade inkjet and laser printer cartridges

(Both locations)

. Implemented print cartridge testing network(Lithonia)

. Supplied customer care information in relation to cartridge and

printer maintenance (Both locations)

. Trained prospective employees per company production guidelines

(Lithonia).

. Inventory management, accounts receivable, supply ordering and

restocking, cashier and checkout duties (Both locations)

. Compiled and charted survey information from customer database for

affiliates and service partners (Brookhaven)

Midtown Graphics Atlanta, GA Prepress Technician August 2005-July 2006

. Performed graphic design and prepress preparation of camera-ready

art for silk screen print production and produced 4-color, process color

and spot color separations of output to film

. Created full-color art for digital transfers, buttons, and other

applications

. Promoted positive customer interaction.

Airport Printing Center College Park, GA Prepress Technician July 2003-

October 2003

. Conceived layout and design for various types of print projects

including booklets, catalogs, brochures, signs, presentation and

promotional materials for customers as well as in-house use, and oversaw

aesthetics for company web design projects

. Provided in-house prepress preparation of camera-ready art for

offset print production, expedited graphics for outsourced printing

projects and performed quality control on all customer submitted files to

resolve any cross-platform compatibility issues

. Encouraged open dialogue with customers

Atlanta-Fulton Public Library Atlanta, GA Jr. Staff Artist June 1996-

November 2001

. Furnished desktop publishing and digital prepress tasks, manual

cut-and-paste composition, matting, large-format reproduction and

display creation and illustration, and executed support services which

encompassed proofreading, copy editing and automated preflighting as

well as supervised interns in the production of AFPL promotional materials

and print collateral

. Made the business case for upgraded hardware, graphics software,

and peripherals, and spearheaded deployment of the AFPL Art Department's

Information Systems Infrastructure

. Consulted on redesign and relaunch of AFPL and Auburn Avenue

Research Library websites

. Rendered customer service duties which included but weren't

limited to expediting customer job requests, reconciling vendor

invoices, phone tasks, generating purchase orders for system hardware,

software, and production supplies, interfacing with equipment vendors

EDUCATION

. Interactive College of Technology - Chamblee, GA

. Pursuing Associates of Science Degree in Computer Information

Systems Technology (43 credits) GPA: 3.97

. Relevant training includes: CompTIA Server +, and Network+

Certification Exam Prep, Microsoft MCSA Certification Exam Prep, HTML

and Web Site Design Principles, MS SQL Exam Prep, Visual Basic and ASP.NET

languages

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