Customer Service Software
Resume:
Earl Wells
***********@*******.***
North Palm Beach FL. 33408
Skill set:
" Proficiency in Windows 2000, XP, Vista.
" Proficiency in MS Office 2003/2007
" 10+ years of Customer Service experience
" Proficient with tracking incidents from open to close and completion of
all call documentation through resolution
" Able to read and understand technical manuals and procedural
documentation
" Able to multitask
" Strong organizational skills
" Process oriented
" Positive attitude
" Self-motivated and directed, personal drive to excel
" Commitment to solve the problem
" Keen attention to detail
" Strong written and oral communication skills
" Effective interpersonal skills and relationship-building skills "
Proficiency in Outlook 2003/2007
" POP3, SMTP, HTTP, etc account configuration
" Creating profiles
" Adding and troubleshooting PST problems.
" Printer Support experience: Installing network printers and
troubleshooting printer connectivity problems.
" Password resets, account activation/deactivation using Active Directory
Professional Experience
CompUsave Tech, West Palm Beach, FL 03/2009 - Present
Consultant Network/Desktop Support Specialist
. Maintain, troubleshoot, and repair computer systems
. Upgrade or replace hardware and software systems
. Identify, research, and resolve technical problems Respond to customer
calls, email and personnel request for technical support
Track and monitor issues to insure a timely resolution.
Geek Squad/TAG, Ft Lauderdale, FL 10/2009 - 11/2009
Technical Service Representative (Tier-1 Support)
Repaired Desktop and Laptop computer
. Installed Software and cleaned up computers
Worked in resolution of Microsoft, Apple and various other OS's /
applications
Troubleshoot customers' product or service issues
. Supported other merchandise sold by Best Buy
Pomeroy IT Solutions, West Palm Beach, FL 06/2009 - present
Consultant I, (Sunglass Huts throughout West Palm Beach)
. Install software
. Configured new PCs, Printers and DSL
.
IT Consultant (Self employed), West Palm Beach, FL 10/2005-2009
Consultant
. PC optimization and upgrade, configure custom computers
. Install and configure small networks
. Trouble shoot and repair hardware, software issues
. Install high-speed Internet access
. Service and repair printers, copiers, fax machines
EDS - West Palm Beach, FL 10/2004 - 10/2005
Projects/Tier II site support
. Supported over 5000 end users nationwide
. Remote and local support
. Performed disk drive replacement and PC/Laptop re-imaging, which
included backing up user's files to server, setting up the software
and services, and joining PC to the domain
. Configure network printers
. Trouble shoot General network, hardware, and software issues
IT Consultant (Self employed), West Palm Beach, FL 5/2003 - 09/2004
Consultant
. PC repairs and upgrades, build custom computers
. Install and configure small networks
. Troubleshoot and repair hardware, software issues. Install high-speed
Internet access
. Service and repair printers, copiers, fax machines
PC Professor, West Palm Beach, FL 8/2002 - 4/2003
Network/Desktop Support Specialist
. Maintain, troubleshoot, and repair computer systems
. Document, upgrade or replace hardware and software systems
. Identify, research, and resolve technical problems respond to
customer calls, email and personnel request for technical support
. Track and monitor problems to insure a timely resolution
Installing Windows, Windows 9x/NT/2000/2003 server enterprise
edition/XP PRO
Installing and Configuring DHCP, DNS, WINS, TCP/IP, Active Directory
Dependable IT Communications, West Palm Beach, FL 01/2002 - 08/2002
Service Tech
. Configured static IP address. Installed and configured Network
Interface Cards
. Installed high-speed Internet access cabling for residential and
commercial applications
. Technical support for customer education
. Customer support and troubleshooting RF Signals
. Setup e-mail accounts
TekSystems, Fort Lauderdale, FL 10/2001 - 01/2002
Engineer Assistant
. Assist field engineers test tower signals on site and in office
. Collect data for research and tuning of cell phone towers
Education
. PC Professor, West Palm Beach, FL
. A+ Certified Computer Technician 200hrs hands-on Computer Repair
Program
. MCSE Program Official Microsoft Windows 2003 Training. 600 classroom
hours and countless hours of study and practice of labs.
. Additional information and references available upon request
Certifications
. MCSA/MCSE Certified July 2009
. Microsoft Certified Professional. ID: 2686074
. A+ Certification Number; 1421928/comptia 10322163
Honors
US Navy Honorable Discharge
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