Customer Service Technician

Kareem M. Edwards

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

Lawrenceville, GA. 30043

770-***-****

**************@*******.***

OBJECTIVE

Information Technology/Customer Service/Administrative Role

SKILLS

• Windows 98, 2000, Server, ME, XP, MS Office, IBM Based computers, desktops, and laptops

hardware

• Monitoring, Configuring, Installing software, Imaging PCs and Testing in a LAN

• Networking Administration, SQL, Unix, Q&A, Provisioning

EXPERIENCE

IKON SOLUTIONS PC Hardware Technician for Sutherland Firm

February 2008 – Current

• Develop and Install a PC Operating System for all the firms Computers.

• Troubleshoot and Repairs on Business Desktops and Laptops.

• Install local Routers to PCs where assigned. Established Networked PC on proper Domains.

• Establish and Setup Employee and Visitors Computers in Office.

CINGULAR WIRELESS Desktop Support/Customer Service/Billing

February 2007 - November 2007

• Received Internal Employees Cellular Phone changes/alternate programming Request Trouble

Ticketing Software

• Changed Programming or operation of phone based on request of Employer using COU and

Provision Programming

• Used MS Excel type Programs for Submitting Reports of Daily Progress and Production

• Programmed by adding options upon request to phones and PDA systems

IBM Tier 1 Support Technician/Help Desk

September 2005 - February 2007

• Offered and Advised Technical Support on IBM THINKPAD (laptop) Division

• Troubleshooting/Created Service Orders by phone or from Client with technical needs

• Order and ship Parts to Customer based on Necessity and machine’s warranty

• Responded to Irate customers to assure satisfaction of trouble

Verizon Dispatcher/Help Desk

January 2005- September 2005

• Troubleshoot T1’s/ Created Trouble Tickets from customers

• Contacted Administration when Technicians or Service have not met quota

CompUSA Administrative Technician Dispatch/Technician

September 2003- January 2005

• Managed field Technicians on Daily Services / Created Service Orders in Siebel by Phone

• Created Service Orders in Siebel by Phone

• Technical Support on Hardware and Software/ Install and Test PC Hardware Devices and Drivers

• Received and Shipped Electronics/ Install and Test PC Hardware Devices and Drivers

Bellsouth Customer Service/Circuit Provision Specialist

May 1999 – September 2003

• Answered inbound calls concerning internet charges/ Correct Billing Discrepancies

• Credit and Debit memos/ Keep a detailed log of orders/ Maintain the required productivity

• Design a geographical path from one location with communication equipment to a customer’s

location

• Identify communication equipment (fiber-optics, BB{broad-band}, NMLI (Non-Metal Local Inserts) –

Q&A

• Create test points in design to better maintain order/ Maintain the required productivity and quota

per month

EDUCATION

August 1991-June 1993 August 1990-June1991

DeVry Institute of Technology

Shaw University

Decatur, GA

Raleigh, NC

Computer Science (HTML, CIS) EET- Electronic Eng

Academic Study in Calculus, Composition, Anatomy Calculus and Trigonometry Math Study

Minor Study in Business Basic Circuit Identification

Extra Curriculum in Theatrics Computer Language Programming (DOS,

C+, etc.)

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