Customer Service Support

KYLEY BOOK

* ******** **** *****, ************* PA, 17050

(717) 395 – 1215

abn0mg@r.postjobfree.com

Objective:

Solutions-focused professional with 5+ years' of hands on experience providing technical support and

physical repair to end users. Demonstrated ability to identify various IT issues and find the proper

solutions. Well versed in a variety of common operating systems, applications, networks, and hardware

with the ability to quickly adapt and learn new tools. Outstanding interpersonal strengths illustrated by

job role responsibilities.

Summary of Qualifications:

• 5+ years of Desktop Support

• Advance troubleshooting & issue resolution

• End-user training & support

• PC hardware & software repair, maintenance, and set-up

• On site and over the phone IT support

• Client to server networking skills

• Strong background on peer to peer networking (including router & switch configurations)

• Physical networking designs/topologies

• Cable creation/repair & management

• Familiar with telecommunications skills (VOIP, Cisco IP phones)

• Experienced in all Operating Systems (Mac OS, Windows, Unix/Linux, iOS, Android…)

• Programming (HTML, XML, CSS, JavaScript, Visual Basic…)

• Virtualization, cloud computing, and remote logins

• Detailed documentation and inventory skills

• Working in teams with co-workers to collaborate ideas and accomplish task

• Solid customer service and communication skills

• Strong organizational skills

• Robust ability to learn and adapt to new technologies

Education:

• Harrisburg Area Community College

• Associates Degree for Applied Science in Computer Networking Technology

• Graduated with honors

Professional Experience:

Advance Repair Technician 2007-Present

Best Buy Geek Squad, Mechanicsburg, PA

1+ year of marketing computers, software, and various IT equipment. Analyzed customer needs/wants

and matched them with the appropriate product. Supplied initial tech support and consultation setup to

end users on operational procedures. 4+ years of advance Geek Squad repair, providing daily technical

support for end users and ensuring proper maintenance/repair of equipment. Respond to user service

requests and expediently resolve trouble tickets to minimize store turn-time. Setup and configure new

workstations and printers, installing Operating Systems, applications, and drivers, virus removals, registry

fixes, and configuring network properties and hardware. Shipping and receiving equipment to service

Continued…

KYLEY BOOK

5 Mountain View Drive, Mechanicsburg PA, 17050

(717) 395 – 1215

abn0mg@r.postjobfree.com

centers and vendors. Monitor and solve Geek Squad system issues by working through customer service

order queues and reports. 4+ years of providing over the phone support to end users in addition to on site.

Achievements:

• Promoted to the highest coded repair position for Geek Squad Stores (Advance Repair Agent)

• Rewarded as “Most Valuable Member of Geek Squad” in February, March, April, September, and

October of 2011

• Significantly reduced turn-time and missing products by reorganizing and closely monitoring

services.

• Learned and mastered the services system and documentation procedures, was then appointed as

primary trainer to all new Geek Squad employees.

Technical Skills:

Hardware Desktop, laptop, and netbook computers, tablets, smart phones, printers, routers,

switches, hubs, patch-panels, IP phones, cabling

Software Dream-Weaver, All of Microsoft Office, Wire-Shark, Visual Basic, Hyper-

Terminal, Visio, VMware, remote log-ins, and various others

Concepts Unit Testing, OSI model, Networking Protocols, IEEE standards…

Platforms Windows Xp, Vista, 7, 8, Server 2008, Unix/Linux, Mac OS X (all versions of

Mac, all iOS and Android based systems.

Contact this candidate