Customer Service Software

CRAIG F. WALKER

**** ** *********, *********, ** 98661

360-***-**** • ******@*****.***

INFORMATION TECHNOLOGY PROFESSIONAL

Effective, High-Quality Help Desk Specialist

with Combined Focus on Technical Ability and Exceptional Customer Service Skills

• Transform requirements into solutions

Talented professional who is recognized for

• Employ dynamic resolutions to problems

consistent ability to:

• Learn new systems and software readily

• Train and mentor colleagues and/or clients

• Ensure continuity of service

Core Competencies:

• Technical Writing Software Configurations LAN/WAN

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• Help Desk Operations System Troubleshooting Peripherals

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• Hardware Configuration Remote Access Operations System Upgrades

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• Systems Analysis/Applications Software & Hardware Support DHCP Configuration

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• Virtual Private Networks (VPN) Domain Name Server (DNS) TCP / IP Networking

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Software: Windows 2K/XP/Vista, Windows Server 2K/2003, MS Active Directory, Remote

Access software, Remedy, Quicken, Telnet, Norton Ghost, Norton/McAfee Antivirus,

MS Office 2K/XP/2003/2007

Hardware: Servers, Workstations, Laptops, Peripherals, Personal Digital Assistants (PDA), LAN/

WAN, Hard Drives, Firewalls

RELEVANT EXPERIENCE

IT Helpdesk Specialist, AFFILIATED COMPUTER SERVICES, Hillsboro, OR – 2006 to 2009

Software Support Representative/Mentor, STREAM, Beaverton, OR – 1996 to 2005

• Technical and Customer Care Issues: Provided telephone and email technical support for

multi-site IT helpdesk with over 5,000 users in multiple locations and environments (ACS) as

well as high-level customer service and technical support to clients’ consumers including

hardware, software and computer companies (Stream).

• Documentation and Follow-Through: Captured and documented the details of an issue and

troubleshooting steps taken in order to escalate the issue or document the identification and

resolution; used Remedy ticketing system to track and route problems, requests and document

solutions.

• Desktop Configuration & Support/Network and System Repair & Troubleshooting: Used

diagnostic tools and troubleshooting methodologies to provide remote and onsite end-user

support on a broad range of hardware/software problems and printing/network connectivity

issues. Troubleshot and provided support to repair PCs, laptops, PDAs, and related peripherals.

Troubleshot remote access and TCP/IP connectivity issues. Interacted with network

administrators, consultants and end-users to provide network setup/repair and help configure

DNS services, DHCP services, print services, email accounts, etc.

• Training and Mentoring: Created documents for web-based public-facing knowledge base.

Authored and produced training materials for new employees. Encouraged professional

development of other technicians by providing guidance and acting as a mentor.

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