Customer Service Technical Support
Resume:
In need of work (Boise,Nampa,Meridian,Id)
Date: *012-09-27, 7:11AM MDT
***********@*****.***
Experienced in customer service/technical support also in warehouse work.
JOSHUA PAUL BROOKS
***********@*****.***
RELEVANT EXPERIENCE
I am an experienced technical support agent that possesses excellent customer service skills and experience in working with various types of hardware and software and I have excellent communication skills
HARDWARE
IBM PC's & Compatibles
Motherboards
hard drives
floppy drives
CD-ROM
CD-R/CD-RW drives
DVD-ROM drives
ZIP drives CPU
video cards
sound cards
NIC cards
Modems
Internal and External DSL/modem
Scanners
Data devices such as Sidekick and MDA
SOFTWARE
Window 95/98/ME/NT/2000/XP
Microsoft User Manager
Novell Netware Administrator
Console One for Novell
Internet Explorer
Netscape Communicator
Outlook Express
Outlook 97/98/2000 MS Office 97/2000
Front Page 2000
Vantive 8, Eudora
Flash 4/5
Dreamweaver 4/5
Photoshop 5/6
Adaptec EZ CD Creator Adaptec Direct CD
Norton Anti-virus
McAfee Viruscan
Telnet
Ping
Trace route
EDUCATION
CompTIA A+ Certification
EXPERIENCE HIGHLIGHTS
Technical Support Representative FedexKinkos 2008 - 2008
Receive incoming support requests
Ensure compliance with Support Services call standards
Perform first-level troubleshooting
Utilize support resources, solutions, etc.
Ensure proper logging of all incoming support requests
Compliant with Support Services call standards
Promptly escalate unresolved incidents
Adhere to Support Services Escalation Procedures
Perform self paced training
Accountable for developing skill set
Utilize training tools developed and approved by Second Level and Support Services Management
Successfully complete certification program on each product
Review Knowledge Base and Solutions
Report inaccuracy in solutions or support documents
Maintain fully functional test lab, compliant with field configuration
Perform second level troubleshooting on escalated incidents
Perform call-backs on current open issues
Customer /Senior Representative T-Mobile Inc. 2005 to 2007
As a CCR with T-Mobile I am expected to take inbound calls through out the day for customers with billing questions, technical issues with their handsets and assisting customers with information about their current rate plan and current features that are available.. I have also been asked to be taken off of the phones to support my team as well other teams by answering questions for new as well as tenured representatives and to take escalated calls. I also directed a group of workforce individuals toward their career goals. I also assisted in the growth and development of representatives in their career pathing
Customer Service Representative DirecTV 2003 to 2005
At DirecTV I take all types of inbound calls including work orders for the installation of DirecTV equipment. Just after six months of working at DirecTV I was promoted to the Customer Retention Department. In this department my objective on each call is to retain customers as well as resolve ongoing issues that the customer may have been experiencing. Moving to this call type was another step towards becoming a supervisor, as this has been a carrier goal for my self. I on multiple occasion have been asked to provide support while no supervisors where available based on my product knowledge as well as my overall average of my performance. As a stand in my duties were to assist other customer service representatives as well as escalating issue to their proper departments to resolve issues that fall outside of policy.
Customer Service\Collections Representative PRM Financial Services 2003
Made over two hundred outbound cold calls a day to debtors. Self managed a call queue of over nine hundred distressed accounts. Worked with debtors to resolve older debts to an amount in which they could afford. Also offered a credit card transfer program to help debtors reestablish a new line of credit.
Help Desk Technician RIA, Contract 2002 to 2003
Inbound and outbound support for proprietary tax software on Windows 95, 98, ME, XP, NT 4.0, and 2000. Data entry of all incoming and outgoing trouble tickets on a Sibel call tracking system. Worked directly with all team members to resolve new and unresolved issues for the web based and cd based tax software. Also ran network installs for large and small companies.
Help Desk Technician, Capital One, Contract 2002 to 2002
Supported Windows XP, Windows 95, Hewlet Packard laser jet printers, desktop support for multiple proprietary applications, ran weekly reports for the on-call weekend coverage, trouble shooting for Aspect telephones, created documentation for the reimaging process, Reimaged multiple desktops using a multicast system, Supported lan connectivity as well as internet connectivity, hardware support for the Compaq desktops and laptops.
Crew Leader, Field Technician, Clearview Technologies, 2001 to 2002
Scheduled callbacks, appointments and meetings. Designed daily work flow charts. Kept track of and logged all money being spent. Directly involved in the installation and power up of the Motorola 4812 BTS unit, as well as, site construction and maintenance.
Help Desk Support, Compucom Systems, Inc. 2001 to 2001
Worked as Help Desk support for Expanets, Avaya I.T, and Argonauts. Received inbound calls from 15-30 per day depending on queue. Kept an accurate record of call events and troubleshooting procedures.
Provided support for Microsoft Window 95/98/NT/2000 and MS Office Applications. Reset Windows NT, Novell, and Lotus CC:Mail passwords. Responsible for installation, configuration and troubleshooting of PC hardware, Internet Explorer, Novell Groupwise, AT&T Global Dialer for VPN ODBC connections, Hewlett Packard printers. Provided support for network, dial up, extranet and Internet connectivity.
Technical Support, Earthlink Inc., 2000 to 2001
Received inbound calls from 30-40 per day. Kept an accurate record of call events. Provided support for Microsoft Window 95/98/NT/2000. Responsible for installation, configuration and troubleshooting of Internet Explorer, Outlook Express, Outlook 97/98/2000, Netscape Communicator, Netscape 6, Eudora.
Configuration of Dial-up Networking, Dial up Adapters, TCP/IP protocols, and RAS. Provided support for connectivity, browsing, and e-mail services. Assisted customers with latency issues and modem configurations. Responsible for Macromedia Flash graphics and file updating on team website.
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