Customer Service Computer Science

Julius Iyesa

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

Tel. 404-***-****/706-***-**** (mobile)

E mail: ***********@*****.***

Objective:

To be a part of a highly professional and competitive team where I am able to utilize my technical and

management skills for achieving the target and delivering the best performance in the esteemed

organization.

Professional Skills

• Experience in troubleshooting and maintaining Personal Computers and desktop applications as a

college Computer Lab Monitor

• Proficiency in Object Oriented programming languages including C, C++ and SQL structural

programming language.

• Experience using extensive customer service skills in a business setting as a Customer Service clerk in

finding and resolving malfunctions using exceptional technical skills to ensure minimum downtime and

optimum business performance.

• Four year computer science major with general understanding of PC hardware, desktop applications,

security applications and computer/network architecture

• Excellent verbal and written communication skills with a p roven ability to diagnose, troubleshoot, and

resolve technical problems.

• Possesses exceptional problem solving and analytical skills with track record of improving operations.

• Detail oriented and posses a high level of self motivation, a Quick learner, a great team player with a

strong professional work etiquette.

Career Skills / Knowledge:

• Operating Systems : MS Windows NT/2000/XP, Mac OSX

• Computer Networking : Intranet, Ethernet, LANs, Internet and VPN Technology,

• MS Office Suite (MS Word, MS Excel, MS Access, MS PowerPoint, MS Outlook, Project, Visio and

Publisher);

• Programming Languages : C; C++; SQL

• Database Management : SQL Database Command, MS Access, Oracle, MSSQL

• Hardware Engineering : IBM, DELL, Compaq servers, IBM servers, HP servers, Gateway servers,

building custom PC’s, firewall, Cisco routers, hubs, switches, voicemail, phone switches and HP

Servers

Honors and Awards

• Computer Science Honors graduate Cum Laude

• An Honoree of the Dean’s List for eleven quarters

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• 3 time recipient of Lance Special Scholarship and the Science Scholarship for an outstanding student

with a 3.5 GPA based on academic performance and computer science potentials.

Employment History:

Computer generated solutions/IBM business partner Atlanta,

Aug 08 present

GA

Position: Technical support representative

Provide in person or remote support to users including email, Lan/Wan, active directory and other

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company applications.

Configure client’s equipment to connect to the Internet via modem/DSL Router Dialup/DSL and

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wireless networks.

Perform backups and create ghost images of workstations prior to upgrades.

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Provide in depth analysis and timely resolutions/workarounds for customer related issues.

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Provide support to customer with recurring issues including billing, account configuration and

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password resets.

Jul ‘07 – Aug 08 Hansgrohe, Inc. Alpharetta,GA

Position: Help desk analyst

Provided technical assistance to end users via phone/email or remotely when required..

Created and resolved issue tickets for both end users and vendors.

Provided onsite support for maintenance, break/fix and/or upgrades.

Helped in integrating MS Windows Servers onto the network.

Provided support for selected security tools and processes.

Served as an internal escalation point for escalated support issues and projects.

May ‘05 – jul’ 07 Fumex Inc Marietta GA

Position: Technical support specialist

• Provided technical assistance via phone/email to computer and terminal users.

• Identified and resolved problems in a timely manner.

• Maintained open tickets that tracked customer requests.

• Assisted in implementing of new information systems to meet business needs.

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• Interacted with vendor technical account management to solve and support issues.

2005 2006 Life university

Position: Help Desk Support/Computer Technician

Tutored students in various operating systems and software applications to enhance basic

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understanding of computer usage.

Served as mentor in computer labs, training students on individual basis.

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Provided emergency technical support to the students.

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Deployed new workstations, printers, installed operating systems and configured network devices.

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Education:

2003 – 2005 Troy State University Alabama GA

Associates of Science Information Management Systems (Honors GPA 3.5)

2005 – 2008 Life University Marietta GA

Bachelors of Science – Computers Information Management (Honors GPA 3.5)

NOTE: Both personal and business references will be made available at anytime upon request.

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