Customer Service Technician

Jeff Thomas

Email: *********@********.***

Address: ***** ****** **** * #**

City: Burien

State: WA

Zip: 98148

Country: USA

Phone: 206-***-****

Skill Level: Experienced

Salary Range: 45

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

iJeff Thomas

17430 Ambaum Blvd S. #55 i. Burien, WA 98148 i. *********@********.*** i. 206-***-****

Highly Motivated PC Analyst / Desktop Support Technician / Field Support Technician with Record of Accomplishment in Wide Range of Industries.

SUMMARY OF QUALIFICATIONS

Mid-level technical support Analyst with extensive experience and certifications; recognized for exceptional ability to manage large deployments, delivering results in challenging circumstances.

Highly skilled Technician with broad skills in systems, hardware, software, and networking.

Analytical troubleshooter able to resolve issues quickly and restore users to productivity.

Strong communicator with outstanding interpersonal and written documentation skills.

Technical Skills

Certifications

CompTIA A+, Network+

Microsoft Certified Professional (MCP), Microsoft Certified Technology Specialist (MCTS)

Platforms and Tools

Software: Microsoft Office (Word, Excel, PowerPoint, Outlook)

Security Applications: mSecure, GuardianEdge, BitLocker

Operating Systems: Windows 7/Vista/XP, Macintosh

Hardware: Desktops, Laptops, Printers, Scanners, PDAs, Telephones (Cisco, Rolm, Aspect), Hubs, Cables, Switches, Routers

Networks: TCP/IP V4 & V6, NetBEUI, NetWare IPX/SPX

Professional Experience

PC Analyst 11/2002-Present

CAMBIA (FORMERLY Regence BlueShield) Seattle, WA

Medical insurance firm and affiliate of BlueCross/BlueShield

Led numerous hardware upgrade projects, including retrieval, upgrading, and deployment, provided follow-up support, and supported multiple encryption clients.

Recognized for excellence in customer service, taking time to follow up and instruct clients..

Commended for technical expertise and dedication in executing rollouts on short notice, including installing 156 dual monitors after hours and more than 200 FEP large monitors over weekend.

Managed challenging transition from RDP to Encryption Anywhere on all laptops, coupled with deployment of LANDesk, by employing communication, customer service, and management skills.

Served as subject matter expert on wireless PDAs and Washington point person for PDA encryption project (mSecure).

Recruited from Viable Links because of strong performance in temporary position.

PC Technican 07/2001-11/2002

Viable Links/manpower Tigard, OR

Temporary services firm providing support to Fortune 500 clients

Provided on-site PC, printer, and server support for various clients.

Performed 250 PC/monitor deployment for JCPenney Credit; recognized by client for excellence.

Recruited to permanent position after successfully launching 700 PCs for Regence BlueShield.

FIELD SERVICE TECHNICIAN 12/1999-7/2001

Sarcom Lake Oswego, OR

Staffing solutions company

Installed operating systems and applications, performed service calls, and troubleshot and resolved connectivity and other networking issues.

Led project deploying more than 250 PCs, including re-imaging, installing proprietary software, and configuring.

CUSTOMER SERVICE ENGINEER 5/1997-12/1999

Hewlett Packard / ARC Manpower Tigard, OR

Multinational IT corporation

Diagnosed and repaired PCs, printers, Netservers, and plotters; ensured exceptional customer satisfaction.

HARDWARE TECHNICAL SUPPORT TECHNICIAN 11/1996-5/1997

Gateway Computers / Stream Industries Beaverton, OR

Hardware firm with nearly $4 billion in revenues

Performed technical support and troubleshooting for hardware, including video display, BIOS upgrade, hard disk, modems, and soundcards; installed software and supported systems.

Education And Training

associate degree

Portland Community College Portland, OR

GPA: 3.79

training

Server Diagnostics & Servicing Compaq Products, Compaq, Santa Clara, CA

Desktop & Mobile Systems, Warranty & PC Basics, PC Architecture, Clustering Fundamentals, IBM CBT

LaserJet 4000x Service Class, Hewlett Packard, Portland, OR

Ektajet 5100 Advanced Inkjet Operations Training, Kodak (Scitex), Dayton, OH

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