Customer Service Software

Dana M. Doucet

***** ***** ****

Denham Springs, LA 70726

504-***-**** (cell)

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

Skills

Software Installation

I am experienced at installing, setting up, and configuring many software

packages including operating systems, hardware and software drivers, and

peripheral specific software for various peripherals including scanners,

printers, etc.

Computer System Repair

Over the course of my training as well as during my work experience I have

done many system repairs that required skills including: tracing hardware

and software errors, replacement of bad system components and cables and

virus detection and removal.

System Upgrades

My experience also includes upgrading CPU chips in existing configurations,

upgrading RAM, installing larger hard drives, and upgrading older operating

systems to newer versions.

Education

Received A+ Certification -6/00

Professional Technology Technical Training Institute 10/96-12/98

Warren Easton Fundamental Senior High School 8/92-5/96

Experience

LabCorp. 1/07- 10/09

Customer Support Representative 7/09- 10/09

In this position I provided telephone support to callers from LabCorp

accounts all across the country. I walk clients through repairing their

computer and printer problems, or where possible I dial in and repair the

problem myself. In cases where a repair is not possible I either dispatch a

local technician to physically go by or arrange to have replacement

equipment over-nighted to the clients' location.

CPC 1/07- 7/09

It was my responsibility to install software and hardware in Doctor's

offices, clinics, and hospitals. I supported all installed equipment and

replaced or repaired whatever was needed. After installing the equipment or

software I trained the nurses and other necessary staff on the use of it.

In this position I covered both South Louisiana as well as the entire state

of Louisiana. Due to all other co-workers and management being in different

states self-motivation was extremely important as well as strong

communication skills.

Dillard University 1/00-12/06

Computer Support Specialist 7/00- 12/06

Duties for this position included going out on campus and doing computer

upgrades and repairs (both hardware and software) as well as making sure a

network connection is present. If one was not I took the necessary steps to

secure a network connection by terminating cables, checking and punching

down connections both in the drop at the wall and at the patch panel,

adding, setting up, and configuring switches, etc., to ensure network

connectivity. I also have experience in setting up Tut Boxes where no

network access is available so that these users could connect to the

network through their telephone line. Software repairs include re-

installation of operating systems as well as finding fixes to software

generated errors. Strong communication skills were also a part of this

position. Customers and supervisors were informed of the status of work

orders every step of the way. Also, when hardware was still under warranty

I contacted the vendor and worked closely with them in order to resolve the

problem. This included being walked through procedures over the telephone

as well as ordering new parts and having technicians dispatched to certain

locations.

Additionally, administering both the Exchange and Active Directory Servers

have become a part of my duties. I was responsible for creating, deleting,

troubleshooting and maintaining all e-mail accounts.

Computer Lab Technician 1/00-7/00

In this position it was my duty to run a computer lab for student use. The

lab had 15 computers networked on a LAN and 3 laser printers, all of which

I maintained. I also provided support for students and faculty as needed.

Microfixations Computer Solutions 5/99-11/99

Computer Technician

While working at Microfixations I built servers and workstations for

networks. I also custom built PC's from the ground up according to customer

specifications. I installed motherboards, CPU's, RAM, hard drives, Zip

drives, CD-RW's CD-ROM drives, power supplies, sound cards, video cards,

etc. I made systems Y2K compatible by downloading patches or upgrading

older components. My experience here also includes new system

configuration, modem installation and setup, and lots of customer service

and telephone support.

References

Garrick Holton Former Supervisor Houston, TX

Phone Number 713-***-****

Jack Ryburn Former Supervisor New Orleans, LA

Phone Number 601-***-****

Michelle Barrow Friend New Orleans, LA

Phone Number 504-***-****

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