Customer Service Project Manager

Edward Ross

**** ********* **.

Clarkston, MI ***48

Cell Phone: 704-***-****

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

COMPUTER SUPPORT SPECIALIST

Core Competencies:

+ New and Emerging Technologies + Windows Platforms

+ User Training and Support Tools + Client Needs Fulfillment

+ Network Connectivity Issues + Application Administration

+ Testing and Troubleshooting + Problem Identification/Analysis

Technology Summary:

Software: Windows XP/Vista/7, Microsoft Office 2000/2003/2007, Adobe

Reader, Seibel,

Microsoft Outlook/2000/2003/2007,Microsoft

PowerPoint, Remote Desktop,

Hardware: IBM Compatible PC's, D-link and Linksys Routers, Memory

Chips,

Power Supplies, Printers

PROFESSIOANL EXPERIENCE

LPL Financial, Charlotte, NC 2007 - 2010

Technical Support Specialist

Provided Desktop support for over 15000 advisors on a daily basis.

Results

. Hired fulltime after temporary assignment

Customer Support

. Earned Customer Service Excellence award for providing advisors with

exceptional Service

. Only Employee that could assist end users with Windows Live Mail.

. Assisted end users with navigation and training of proprietary

software.

. Assisted end users with setting up

Microsoft Office accounts

Problem Solving

. Resolved problems on workstations and hardware malfunctions such as

modems, routers and

printers.

. Installed and troubleshot Microsoft Office, Adobe Reader, Java,

Internet Explorer and

proprietary software packages.

. Ran basic networking techniques such as Ping, tracert, and IP

config/reset to troubleshoot

network issues

Sirona USA, Charlotte, NC 2006 - 2007

Product Support Specialist

Provided telephone support to dental clinicians, customers, dealer sales

reps and technicians in the areas of digital product installation,

operation and troubleshooting as well as in-house and field training to

dental service technicians.

Training

. Organized and ran training courses regarding the 3D software as well as

PC and imaging

hardware for field technicians in-house.

Problem Solving

. Troubleshot BIOS, Networking (wireless, point-to-point) Basic Hardware

including Hard

drive, CDROM, and RAM replacement and Microsoft Office and Proprietary

software issues.

. Troubleshot electrical and mechanical issues with Milling machines.

Central Piedmont Community College, 2006-2006

Charlotte, NC

Information Technology Analyst (Part Time)

Primarily provided first-level software and hardware support to end users

throughout the college.

Problem Solving

. Assisted students/faculty with hardware and software issues via remote

access or in person.

Projects

. Assisted team with Power supply replacement throughout college.

. Set up and broke down workstation's and installed Cat-5 for all

workstations, installed

proprietary as well as Microsoft

Office, and assist with setting up a Token Ring Topology network

throughout the ITS

conference

. Troubleshot issues that occurred with hardware/software/networking

throughout the ITS

conference

Solectron, Charlotte, NC 2005-2006

Product Test Technician (Second Shift)

Conducted tests and troubleshot electronic product, components and

systems to ensure production quality standards were met.

Problem Solving

. Troubleshot and repaired component level electronic boards.

. Used testing equipment to pass/fail electronic circuit boards.

Hand Held Products, Charlotte, NC 2005-2005

Electronic Technician

Troubleshot and repaired hand held units from

third party vendors including Federal Express

and Symbol

Problem Solving

. Troubleshot and repaired hand held

electronic scanners.

Tracking

. Used SAP to track all work completed on

scanners

Department of Defense, Atlanta, GA 2003-2004

Project Manager

Worked with contractors to ensure alarm systems were running smoothly for

all federal buildings in the southeast United States

Problem Solving

.Assisted by phone, on site technicians with technical issues

Customer Service

. Followed up with customer to ensure job was complete to their

satisfaction

Project Management

. Allocated funds in order to finance

projects.

. Managed several service projects, contractors, and resources while

using Microsoft Access.

EDUCATION

UNIVERSITY OF PHOENIX

2003-2006

. Bachelors of Science in Information

Technology

. Graduated with 3.84 GPA

OAKLAND COMMUNITY COLLEGE 1993-1997

. Associates of Science in Electronics

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