In need of work (Boise,Nampa,Meridian,Id)

Date: *012-09-27, 7:11AM MDT

aboq5q@r.postjobfree.com

Experienced in customer service/technical support also in warehouse work.

JOSHUA PAUL BROOKS

aboq5q@r.postjobfree.com

208-***-****

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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