Customer Service Quality Assurance

Christopher L. Richey

My objective is to provide excellent customer service both to fellow

workers and to customers, and demonstrate my willingness and determination

to be a savvy troubleshooter. I devote my attention to following

instructions, paying attention to details, and doing whatever it takes to

get the job done.

June 2010 - Current

Staples, Inc - Texarkana, Texas - Resident PC Technician (Part-Time)

Responsible for diagnosing and repairing computers for Staples customers

Responsible for providing excellent customer service to each customer and

making their office supply shopping experience easier

January 2010 - May 2010

NIA Consulting - Mason, Texas - Desktop Support Technician (Full-Time)

Support end users on a daily basis with basic and advanced computer

troubleshooting

Perform daily backups

Responsible for construction of Data Room and new cabling throughout

building

On call 24/7

July 2009 - December 2009

Peak Systems Inc. - New York, New York - Dell Deployment Technician

(Contract)

Backup personal settings on Legacy computers

Record Asset information on Legacy computers

Physically deploy new computers

Manage network installation of OS, software, and personal settings

Record Asset information on new computers and test functionality.

Perform Quality Assurance on all deployed computers.

February 1998 - October 2008

Texarkana Independent School District Texarkana, Texas - Network

Technician (Full-Time)

- Responsible for the phone system used by TISD including routine and

unscheduled maintenance on the servers, trouble-shooting phones, installing

new phones, updating Voice Mailboxes, setting up new accounts, updating

auto-attendants and call handlers.

- Project co-leader when the Martha & Josh Morriss Mathematics &

Engineering School was being constructed. I was responsible for

implementing creativity with the cabling infrastructure because the cabling

was to be exposed for learning purposes.

- There were occasions where I had to think quickly to resolve a situation

within a given time.

- There were many community events that I stayed late and worked over-time

to manage the audio and video equipment being utilized for the event.

- Installed new ceiling speakers with two helpers over the course of 2.5

months for all 10 campuses to have a new bell system and intercom system

before school resumed for the 2008-2009 school year.

- Provided professional and courteous phone tech support, as well as

support through email and on-site diagnosis and repair of computers,

printers, network devices, and computer peripherals.

- Responsible for helping manage the Active Directory Database and solely

responsible for managing the Voicemail password database

- Solely responsible for managing 15 Windows Server 2003 servers hosting a

variety of applications and services including intercom services, bell

schedules, telephony services, voice-mail, and Cisco Call Handlers.

- Responsible and requested to host training sessions on a variety of

technology including Microsoft Office applications as well as Microsoft

Outlook, Web Applications, and third party software, Cisco IP phone usage,

campus-level CCTV broadcasts, and bell & intercom schedules and

configurations.

- I began my career at TISD learning how to terminate CAT5 cables and

developed them so that I could run, test, trouble-shoot, and maintain CAT5

& CAT6 cables as well as video cabling and low voltage cable lines at each

campus including repairing communication lines, adding new lines, and

diagnosing line issues.

- Requested to perform vendor research and gather quotes for a variety of

Information Technology solutions and submit all reports, analysis, and

research for recommendation of purchases to better the current technology.

Other Activities

TISD Board Recognition for running and terminating coaxial cable for

evacuees to watch weather and news during Hurricanes Katrina and Rita.

TISD Board Recognition for installing computer and phone services for

evacuees to utilize during Hurricanes Katrina and Rita.

Managed the Audio and Video for all TISD Board of Trustee Meetings and

established relationships with TISD Board Members and District

Administrators.

Participated in a week long project demonstrating to young children in a

Gifted and Talented program how to build computers - once the project was

complete, I assisted two other technicians in networking the computers in a

mini computer lab for the children in that class to utilize.

I am involved with my church including assisting with the audio/video

ministry, assisting with children's ministry, and participating in a soccer

outreach program for the Texarkana community.

Education

1996-2000 Texas Senior High School, High School Diploma

2000-2002 Texarkana Community College, Management of Information

Systems (42 HRs)

2002 Microsoft Windows XP Implementation & Support, Completion

Certificate

2003 CompTIA A+ Online Training Class, Course

Completion

2003 Tangent Certified Service Technician, Course Completion

2009 Dell Certified Systems Expert, Multiple Course Completions

and Certificates

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