Customer Service Technical Support

Technical Support Specialist

Customer focused, performance oriented Technical Support Specialist with 10

years of versatile experience in providing Customer Service and Technical

Support to include hardware/software installation, maintenance, upgrades,

and troubleshooting to meet a broad range of organizational and user needs.

. Skilled in the identification, analysis, and resolution of diverse

technical issues while providing superior levels of customer service

. Develops and strengthens productive working relationships with clients,

peers, and supervisors

. Enthusiastic individual who welcomes new challenges and is committed to

achieving personal and professional success

. Consistently engages in self-improvement by attending online webinars and

taking self-study courses

Core Competencies

. Customer Service

. Diagnosis / Troubleshooting

. Hardware Break / Fix Support

. Software Installation / Configuration

Professional

Experience

Atlanta Journal Constitution, Atlanta, GA

2000-Present

TECHNICAL SUPPORT SPECIALIST

Provides daily technical support for 1000+ customers located in the Metro

Atlanta area. Platforms supported include Desktops, Laptops, Thin Clients,

Macintosh Computers, FAX Servers, Printers, Legacy Systems, and commercial

software. Performs tasks related to answering customer inquiries received

via telephone, in person, or through Track-IT. Configures, install,

maintains, tests, and troubleshoots hardware, software and network systems.

Performs root cause analysis to quickly recover from service interruptions,

and to prevent recurring problems. Implements changes to platforms with

minimal impact to the business by following enterprise standards and

procedures.

. Achieved customer satisfaction rating of 100 on 58% of customer

satisfaction surveys; 95% rating on remaining 42% of surveys

. Ranked in top 5% among peers for having one of the lowest MTTR rates

. Reduced calls to service desk by proactively implementing a

maintenance plan that serviced computers during site visits to resolve

other issues

. Plays pivotal role in asset management effort by maintaining an

inventory database of all infrastructure equipment located at remote

offices that he services

. Consistently receives laudatory comments praising the quality of

service provided

. Developed a reputation for quickly responding to and prioritizing user

requests and resolving complex issues

Education and Certifications

MICROCOMPUTER REPAIR SPECIALIST CERTIFICATE, CIT, Atlanta, GA

Technical Skills

Operating Windows 9x/NT/2000/XP/Vista, Windows Server 2000/2003, Mac

Systems: OS X, Linux, Citrix

Hardware: Dell Desktops/Laptops, Lenovo Laptops, Macintosh

Laptops/Desktops, Wyse Terminals, Thin Clients, Printers,

Blackberry PDA's, Modems, SecureID Keyfobs

Protocols: TCP-IP, DHCP, WINS, DNS, SMTP, VoIP

Software: MS Office 2003/2007, Symantec Ghost, Norton / Sophos

Anti-Virus, Track-IT, SAP Payroll software, Adobe Acrobat,

Timbuktu, Lotus Notes R4, R5, R6, Safe Guard Easy,

SecureID, AD Aware, News Track, Microsoft Active Directory

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