Customer Supervisor

Paul Schaefers

**** ******'s Ridge Drive

Huntsville AL 35802

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

Cell: 205-***-****

QUALIFICATIONS

Ability to troubleshoot PCs

Call Center experience, technical support oriented

Operating Systems: Windows Vista, Windows 2000, Windows XP, Window NT,

Windows 95, 98

Experience in PC hardware and software installations and upgrades, Network

knowledge

Experience running cable and terminating Cat5 and Cat6 cable

Troubleshooting applications developed for company use

Used remote access tools to remote in user's computer to better assist

customer

Has trained and helped supervise employees in several different types of

work environments and situations

EDUCATION

ITT Technical Institute, Bessemer, AL

Associate of Applied Science Degree: Software Application & Programming

Graduation Date: December 2006

GPA: 3.5/4.0

Secret Security Clearance

MCP Certified

WORK EXPERIENCE

EMCO Technologies

Tier 1 Analyst

May 2009- Current

Troubleshot computers and systems for Army Core Of Engineers

Had to follow strict metric guidelines regarding resolution of tickets and

escalation procedures

Troubleshot several different web and Windows applications

Progressive Communications

Configuration Tech

November 2008-March 2009

Ran cable for AP installation

Set up Philips healthcare equipment

Configured new hardware and software to customer specifications

Took fire-rated wall penetration training and procedures

Worked with minimal supervisory interaction

Teletech Corp, Fairfield, AL

Tier 2 Analyst/ Supervisor

Aug.2007- June 2008

Answered customer calls and helped troubleshoot HP desktops and laptops

Ordered new or replacement parts as needed by customer

Assisted lower level agents with troubleshooting and procedure guidance

Managed employees, keeping call time low and after call time minimized

Checked out current issues and did on-the-fly training for agents for the

issues to have them best prepared to resolve calls

O'Neal Steel

3rd shift loader

Feb 2007- August 2007

Loaded steel onto flatbed trailers and trucks using overhead cranes and

trailers

Rechecked load list to make sure items where placed correctly and loaded on

in correct amount

Had to make decisions on the fly as far as how to load items depending on

items on load

Had to work with minimal supervisor interaction, helping develop problem

solving skills

FedEx Ground

Package Handler

Nov 2004- Feb 2007

Trained new employees and helped managed the sorting of packages and

loading of the packages onto trucks

Trained new employees and showed them how to load trucks they were assigned

to

Helped manage the loading station and keep system moving, minimizing work

stoppages

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