Customer Service Manager

DEVARIS LUPRIX JONES

SUMMARY

• Over ** years of experience as a PC Technician.

• Hands on experience troubleshooting network and desktop components

• Performs all installations, upgrades and backups of software and hardware applications

• Extensive experience in :

• Installing Operating Systems: Windows Vista, Windows XP, Windows 2003 Server Active

directory, Windows 2000

• Desktop and laptop installation.

• Installing Microsoft Suite; Word, PowerPoint, Excel, Access, etc... Firewall, previous

responsibility to customer service, Wireless Access points, and Cisco routers.

CERTIFICATIONS

• Solano Community College

• Suisun, California US

• Certificate of Achievement; Computer & Information Science – Microcomputer Application, 5/2000

SKILLS/ TOOLS

• Network Management, Helpdesk Support, Customer Service, Leadership, Budgeting,

Establishing Policies, Training, Data Entry & Analysis, Quality Assurance, and Microsoft Office

Suite

EXPERIENCE

Alabama Department of Public Health, Montgomery, Alabama US 11/2009-4/2010

PC Technician

• Kept track of H1N1 received data and source documents, prepare and sort source documents.

• Identify and interpret data to be entered, enter alphabetic, numeric, or symbolic data from source

documents.

• Provided technician assistant to users that had trouble logging into to their work stations.

• Installing hardware such as printers, modems, net cards, and wireless devices.

troubleshooting system and network problems and diagnosing and solving

hardware/software faults troubleshooting hardware systems to determine if there is a

failure; then passing the information to Hardware Sustainment to replace the part if it is

out of warranty

HHGREGG Appliance and Electronics Montgomery, Alabama US

10/2008 5/2009

PC Technician

• Having 6 years of experience as Computer Systems Specialist and managing various tasks of an

organization efficiently. I have taken the responsibility of operating and monitoring small as well

as large scale electronic data processing systems exceptionally.

• Vast experience and expertise in data or information entering through various media like PC

systems through keyboard device or other peripherals like USB, mouse. Accurately and efficiently

1 of 4

5531-A, Paddock Club Dr Montgomery, AL 36116Phone 334-***-**** Fax 334-***-****

maintained logs and records.

Configured laptop computers for purchase for customers to buy.

• Install preloaded software that customers had trouble with such as Microsoft office 2007.

• Responsible for the installation, repair and p reventative maintenance of personal

computer and r elated systems.

• Performs all installations, upgrades and backups of software and hardware applications

• Troubleshoots software and hardware failures and identifies network problems when they

relate to PCs

Alabama State Department of Education, Montgomery, Alabama US 3/2008 - 7/2008

Data Entry Clerk/PC Tech

• Installed Microsoft Office 2007 on user’s workstations so they were more up to date with their

software.

• Installed hardware equipment such as hard drives and printers that was available for the user.

• Responsible for the installation, repair and p reventative maintenance of personal

computer and r elated systems.

• Performs all installations, upgrades and backups of software and hardware applications

• Troubleshoots software and hardware failures and identifies network problems when they relate

to PCs

• Managed and provided high-level computers and administrative support by conducting research,

preparing statistical reports, handling information requests, and performing clerical functions such

as preparing correspondence, receiving visitors, arranging conference calls, and scheduling

meeting.

• Prepared invoices, reports, memos, letters, financial statements and other documents, using word

processing, spreadsheet, database, and/or presentation software.

• File and retrieve department documents, records, and reports.

• Prepared responses to correspondence containing routine inquiries.

• Performed general office duties such as ordering supplies, maintaining records management

systems, and performing basic bookkeeping work.

• Provided assistant to Pc technician to workers who had trouble logging into their workstation.

Auburn University, Montgomery, Alabama US 2/2006 - 5/2008

Computer Operator/ Systems Administrator

• Provided technical assistance and resolved hardware and software related issues to the

customer. Trained new students as needed on campus Standard Operating Procedures and

deployment of equipment.

• Accomplishments:

• Led a team in campus tech refresh of 3,500 workstations and laptops.

• Achieved 100% of service level agreement goals.

• Achieved 98% or above of all trouble ticket service level agreements

• Successfully kept campus computers patched and loaded with current anti-virus software.

• Created new processes to triage problems from simple user issues to complex conflicts.

• Installing software and hardware on computers and laptops, such as Microsoft office

2007, installing operating systems such as Windows 2003, Windows XP, Vista, and

windows 7

Wal-Mart, Montgomery, Alabama US 6/2006 - 2/2008

2 of 4

5531-A, Paddock Club Dr Montgomery, AL 36116Phone 334-***-**** Fax 334-***-****

Electronics Department Merchandise Manager

• Assisted the division manager by working with the divisional merchandise managers to

strengthen market relationships and their knowledge of market trends, strengths, and

weaknesses to better ensure customer satisfaction and company profits.

• Process customer purchases including running customer credit checks and activating postpaid

contract telephones.

• Maintained 100% inventory accuracy; ensured the proper inventory level of merchandise by

monitoring levels and following established ordering or replenishment procedures.

• Managed and maintained accurate and competitive pricing of merchandise by assisting with price

changes and following established guidelines.

Auburn University, Montgomery, Alabama US 8/2003 - 5/2005

Computer Lab Assistant/ Helpdesk Manager

• Installing software and hardware on computers and laptops, such as Microsoft office

2007, installing operating systems such as Windows 2003, Windows XP, Vista, and

windows 7

• Technical Trainer/Help Desk Manager;

• Assisted customer in resolving simple and complex computer issues.

• Developed training manuals for users.

• Assisted in managing IT services budget.

• Trained users on proprietary software.

• Accomplishments:

• Implemented new process with Remedy software to streamline help requests for over 6,000

users.

• Achieved 100% of service level agreement goals.

• Troubleshoot and repair malfunctioning equipment.

• Setup and configure new PC systems for the end users.

• Setup and connected network devices (i.e. printer, computer, scanners etc.) and applied patch

management, anti-virus, and back-up and recovery practices

EDUCATION

• Phoenix University

• Phoenix, Arizona

• Additional College Corsework,2009-Present

• Major: MIS Information Science

• G.P.A. 3.84

• Strayer University, Washington, DC US

• Additional College Coursework, 2006 -2009

• Major: BS, Computer Information Science, G.P.A 3.00

• Auburn University, Montgomery, Alabama US

• Bachelor of Science Degree - 5/2006

• Major: Liberal Arts

• Solano Community College

• Suisun, California US

3 of 4

5531-A, Paddock Club Dr Montgomery, AL 36116Phone 334-***-**** Fax 334-***-****

• Associate of Science Degree – Computer & Information Science – Microcomputer Applications,

5/2000, Major: Computer Information Science

4 of 4

5531-A, Paddock Club Dr Montgomery, AL 36116Phone 334-***-**** Fax 334-***-****

Contact this candidate