Customer Service Technical Support
Resume:
Henri Mason
Poway, CA 92064
Cell: 858-***-****
**********@*****.***
Objective
To obtain a challenging and growth oriented position that would best utilizes
my skills in information technology and provides optimum customer
satisfaction for the organization’s programming/technical requirements.
Qualifications
• Able to learn quickly
• Able to work well under pressure
• Cheerful Outlook, positive attitude
• Excellent leadership, training, and communication skills with large and
small groups
• Flexible-willing to take on a variety of tasks
• Professional attitude that results in complete customer satisfaction
• Reliable and Prompt
• Resourceful Problem Solver
• Self motivated
Skills
• Client support and technical issue resolution via E-Mail, phone and other
electronic medium
• Incident ticketing systems / hardware tracking
• Technical support / customer service
• Administration and maintenance of windows 2000 server and equipment
• Provided software training on an individual and small group basis within a
classroom setting
• Creating user accounts and permissions
• DFS in Windows 2000 Server
• Linux / Unix
• Maintenance and IT response
• MS Excel
• MS Word
• Network infrastructure
• PC Troubleshooting
• Systems management and configuration
Work Experience
05/2007 - Present First American Credco
Poway, CA
Technical Support Analysis
I work in the IT department providing technical support to
external customers. I own all calls to completion of the problem
escalating calls to developers or data management for higher
support of calls that are out of my means of resolution.
Source of contact for software and internet based LOS’s (loan
o
originating systems) for automotive and mortgage industry. Reset
passwords for web based applications and software programs used
to pull credit reports
Receive phone calls from outside customers with connectivity
issues and determine whether it is a Windows XP or application
problem. Use an engineering data activity retriever to analyze data
in XML format, and determine whether I need to troubleshoot the
operating system or the software being used.
Maintain a set minimum of standards for call closure and resolution
o
while maintaining a friendly and professional attitude in stressful
situations.
o
Provide non-phone production work such as account set-ups, e-mail
o
support, and document processing and incident research.
o
Provide knowledge to Brokers pertaining to why they did not receive
o
a bureau score.
o
Walk customers through establishing accounts with the company to
o
pull credit reports.
01/2006 - 05/2007 Wareforce Inc. San
Diego, CA
Consultant at Qualcomm/Intuit
Responded to inquiries and requests and provided technical
o
assistance to end users on computers and peripheral equipment.
Receive laptops and desktops to replace and configure software
applications installed and hardware. Re-image the machines with
new installs of Windows XP Professional, as well as take calls to fix
Microsoft office/Outlook issues over the phone.
o
Maintained a database using Peregrine to assigned and track
o
computer hardware.
o
Established priorities for hardware support requests.
o
o
Troubleshoot hardware, software applications, network interface,
o
operating system and other problems ranging from simple to the
complex.
08/2005 - 01/2006 Home Depot
Poway, CA
Sales Associate
Provide courteous, accurate and timely customer service.
o
o
Hands on project assistance requiring measurements, materials and
o
innovative design consulting.
01/2002 - 10/2004 Sony Corporation Rancho
Bernardo, CA
Operations Lead
Troubleshoot problems with line operations
o
o
Managed, supervised workers on the processing lines
o
o
Scheduled workers within appropriate departments
o
o
Excel and Word operations
o
o
Keep records of damaged product and line malfunctions
o
09/2000-12/2002 UCSD La
Jolla, CA Assistant Animal Technician
Maintained and updated medical/office records
o
Performed and evaluated lab procedures
o
Education
10/2008- Present University of Phoenix - Axia College
San Diego, CA
Software Engineering
06/2005-02/2006 United Education Institute
San Diego, CA Computer Systems
Technician
09/1995-08/1996 Florence Darlington Technical College
Florence, S.C.
Electrical Engineering
09/1988-06/1991 Liverpool High School
Liverpool, N.Y.
Diploma
Contact this candidate