Customer Service Software

Kirt W. Bailey

**** ****** ******* *****, ******, CO 80808-9031

719-***-**** - **********@*****.***

A proud military veteran

HELP DESK REPRESENTATIVE

A proven professional bringing a high degree of customer service, loyalty,

job stability, integrity, and a strong work ethic. An experienced IT

Professional with years of customer service and technical computer

experience.

QUALIFICATIONS:

Customer Service Management Skills

Troubleshooting

Hardware

Software

MS Windows

MS Word

MS Access MS Excel

MS PowerPoint

MS Outlook

MS Visio

FastCAD

Teaching Skills

Legacy Systems

SKILLS

Troubleshooting

. Provided computer, peripheral, software and network problem analysis

and resolution on the U.S. Postal Service Tier I Help Desk.

. Conducted problem research, analysis and testing to identify software

issues, define possible fixes and improvements, and verify implemented

changes.

. Performed software and hardware troubleshooting to identify specific

problems and potential solutions to improve productivity.

. Conducted analysis to identify issues hindering completion of tasks

and prepared proposals to resolve the issues.

. Researched, identified and resolved issues interfering with

successful, trouble-free integration, testing and installation of

mission-critical application software.

Customer Service

. Acknowledged walk-in visitors and connected them with the persons they

came to see.

. Interfaced with software developers and users to identify and test

software changes and ensure that changes met requirements.

. Responded to customer calls and provided software and hardware support

to resolve problems hindering customer productivity.

. Provided safe and timely transportation of students to and from

schools using proven student management techniques.

. Interacted regularly with customers to ensure customer satisfaction

with the work and progress being made.

. Met all customer-provided deadlines for over 11 years of software

integration, installation, and support.

Management

. Used Remedy problem tracking database, Active Directory, knowledge

base software, NetMeeting, and Remote Desktop to facilitate and

document problem resolution.

. Created accurate inventories of company assets

. Analyzed user needs and wrote detailed software change specifications

used by developers to upgrade proprietary software.

. Prepared documentation and presentations to provide management

information and employee training on software issues and new software

features.

. Completed periodic database updates, data searches and report

generation to provide management information.

. Prepared financial and technical data spreadsheets for management.

. Managed the configuration of mission-critical source, object and

executable software resulting in improved reliability and no

significant issues.

Programming

. Cleaned obsolete data out of equipment inventory database.

. Developed and taught an in-house elementary JavaScript course.

. Created several small web sites using HTML and JavaScript.

. Acquired the knowledge to maintain and improve the integration and

installation process of high-profile mission software used on military

mainframe, mini- and microcomputers.

. Evolved the integration control software to provide efficient, trouble-

free integration and installation of mission-critical application

software.

. Implemented a communication protocol to support an invisible master

control microcomputer between a mainframe and numerous polled

microcomputers.

. Revived and improved the software on a company-developed automated

functional test microcomputer used for production testing of circuit

boards.

. Designed and implemented a new circuit timing test that was

instrumental in solving a major product flaw.

. Designed and implemented the software for an embedded microcontroller

in a newly designed alarm enunciator product.

WORK EXPERIENCE

American Birding Association (non-profit), Administrative Assistant,

Colorado Springs, CO, 2010

Robert Half Technology, Software Analyst, Colorado Springs, CO, 2007-2009

Volt/VMC and Sitel Corporation, Customer Support Professional, Colorado

Springs, CO, 2006-2007

Academy School District 20 Transportation Department, School Bus Driver,

Colorado Springs, CO, 2002 - 2006

ITT Systems, Database Administrator/Network Engineer, Colorado Springs, CO,

2000-2001

ITT Systems, Analyst/Configuration Management Specialist, Colorado Springs,

CO, 1986-2000

EDUCATION

Colorado Technical College, BS, Electronic Engineering Technology, Colorado

Springs, CO

ADDITIONAL TRAINING

Completed full-day Customer Service training seminar at Pikes Peak

Community College sponsored by AARP.

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