Customer Service Representative

JAMES W. SIMPSON 661-***-**** Cell#

*************@***.*** 22524 La Rochelle Drive, Santa Clarita, CA 91350

OBJECTIVE To further my career as a Field Engineer using my skills

and experience.

QUALIFICATIONS

. A+ Certification

. Server+ Certification

. Dell Certification

. IBM Trained on various Desktops, Printers, and Laptops

. Interact well with all levels of personnel, vendors and customers

. Persuasive communicator with strong consultative / solution sales

expertise

. Outstanding stability / Resourceful / Multi-tasker / Innovative

problem solver

GENERAL SUMMARY

Technical / Customer Service Representative with over nineteen years

of stable, growing employment with only two employers in a networked

IT environment. Post sales customer service, including set-up,

configuration of complete office technologies. Provide maintenance

and support while enhancing customer satisfaction levels.

FUNCTIONAL RESPONSIBILITIES

Hardware break / fix on servers, desktops and laptops

Software troubleshooting (diagnose / fix conflict issues, bad /

corrupted DLLs, etc.)

Handling escalated issues/emergencies

Ordering new/replacement hardware/software for desktop and

laptop systems

Coordinating, configuring and performing warranty repairs (IBM,

Lenovo, Dell, Sony & HP)

Personal Installs, Moves, Adds, Changes (IMAC);

receiving/setting up new desktops and laptops

Imaging / re-imaging and configuring desktops\laptops with

Windows XP

Installing hardware / software upgrades (apps, operating sys,

drivers, hardware, etc.)

Salvaging parts from retired desktop and laptop systems for

spares use

Printers (installs, jams, drivers, connection issues, etc.)

Developing / implementing process changes / improvements

PROFESSIONAL EXPERIENCE

4/06 to 2/09: QUALEXSERV, Santa Clarita, CA

National third-party technology deployment / field support service

provider

Customer Service Representative

Supplied outsourced service for IBM, Dell and Sony in the

Western US.

. Voluntarily filled a vacancy in the Rocky Mountain Region /

Colorado improving customer satisfaction within three weeks

in role

6/89 to 4/06: IBM, Santa Clarita, CA

Account Representative

Maintained Customer Accounts in the Southern California area,

primarily in the brokerage industry. Provided outstanding

onsite / in-shop service of computers, peripherals, networks and

printers. Installed / troubleshot and repaired networks.

EDUCATION

California State University, Northridge (CSUN) - B.S., Sociology

REFERENCES AVAILABLE UPON REQUEST

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