Customer Service Support
Resume:
OLIVER M. MILES
Dallas Texas *5241
************@*****.***
HELP DESK / SUPPORT SPECIALIST
PROFESSIONAL SUMMARY
* ***** ** ******** ******* and technical support experience with
recognized strengths in problem-solving, trouble-shooting, sales staff
support, planning/implementing proactive procedures and systems to avoid
problems. Known as a team player and acknowledged as a "Total Quality
Customer Support Professional."
TECHNICAL SKILLS
Windows 2000 / XP / Vista Desktop Support, Microsoft Office 07 Support,
Active Directory, Heat Ticketing System, Blackberry and Cell Phone Support,
VPN support, SAM shipping systems, Doc Link scanning support, PC Building,
SMT soldering, Printer trouble support, Full New User account setup,
Network Cabling, Support by Remote connection PC Anywhere and Dame ware,
Daily backup and file restoration, Support by phone utilizing various
remote, VOIP, Trouble shooting and Solutions skills, AS400 Security and
account creation, Ghost Imaging, Message Monitoring, accounts creation and
Maintenance, Unix system analyst (dock door monitoring and messaging
handling).
SYNOPSIS of ACHIEVEMENTS
Decreased escalated calls by 20% with an average response time of 10 to 20
minutes on more critical issues; while maintaining an 85% 1st call
resolution; the call volume was over 100 calls per day; documented customer
error to increase team's problem solving ability.
PROFESSIONAL EXPERIENCE
Maxsys Solutions (Contract)
Game Stop Corporate September 2009 - Dec 2009
IT Department
At Game stop I reimaged and configured new PCs to be cash registers,
packaged and shipped them off all over the US. Repaired old computer
hardware, while performing several checks in order to send them to vendors.
Replacing any faulty parts such as Hard drives, Fans, Power supplies,
memory and such like. Set up work stations for other departments,
Configured and tested routers to ship to stores. Set up routers, and modems
to set up Broad Band for Game Stop stores.
Costco Wholesale April 2009 - September 2009
Electronic sales
I assisted customers with information concerning desktops laptops and other
electronics in the store.
Just Technical (Contract) Jun 2008 - Dec. 2008
Children's Medical Center I T Inventory Control
I assembled, inventoried, and retired computer equipment for Children's
Medical Center. I also performed various test to determine if equipment was
to be repaired or replaced. I kept detailed notes in Heat on equipment. In
addition I performed technical support for field techs when needed.
Just Technical (Contract) Apr 2007-Mar 2008
Help Desk
Supported Baylor Hospital personnel of all levels performing day to day
Help Desk functions; password resets, active directory updates, MS Office
applications, and many other applications specific to that company.
Hotels.com / Expedia Inc. Mar 2007- Apr 2008
Tech Support
I supported hotels all over the world with day to day issues including but
not limited to password reset, online account set up, room inventory
maintenance, and rate adjustments.
Quality Cabinets, Duncanville, TX Jan 2001- Feb 2007
Help Desk Support
I performed desktop support by remote over the phone as well as desk side
support. I Solved issues in all Windows, MS Office, AS400, hardware and
software. I provided PDA, phone and Blackberry support. Also performed
Daily backups and weekly of all servers, and all other duties delegated to
me by my manager.
EDUCATION
IBM Learning Center, Dallas, TX - I5 / I Series System Operator 2002
ATI, Dallas TX - Electronic Technology Course 2001-2002
Contact this candidate