Customer Service Technical Support

Douglas Linton

Email: abouov@r.postjobfree.com

Address:

City: Federal Way

State: WA

Zip: 98023

Country: USA

Phone: 253-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Help Desk with more than 4 years in customer service and technical support and troubleshooting. Seasoned Technical Support with more than 4 years in customer service and technical troubleshooting. Energetic Help Desk and Expert Rep who provides the experience and critical thinking necessary to successfully facilitate client relations. Technical Support Representative who performs superior work under the pressure of rigid deadlines. Technical Customer Service Specialist with the capacity to quickly learn and synthesize new networking technologies. Technical Customer Service Specialist with a vast knowledge of web applications, software and framework seeking to assist clients in all troubleshooting endeavors.

Educational Background:

High School Dipolma from San Francisco State University, San Francisco CA 1/2001 to 12/1987 (Business Administration)

Job History / Details:

Summary

Help Desk with more than 4 years in customer service and technical support and troubleshooting.

Seasoned Technical Support with more than 4

years in customer service and technical troubleshooting.

Energetic Help Desk and Expert Rep who provides the experience and critical thinking necessary to successfully facilitate client relations.

Technical Support Representative who performs superior work under the pressure of rigid deadlines.

Technical Customer Service Specialist with the capacity to quickly learn and synthesize new networking technologies.

Technical Customer Service Specialist with a vast knowledge of web applications, software and framework seeking to assist clients in all troubleshooting endeavors.

Highlights

Troubleshooting proficiency

Customer service expert

Patient and diligent

Analytical and critical thinker

Skilled at mediation

Accomplished with mobile devices

Fast learner

Skilled multi-tasker

Windows XP/Vista

Extensive background with TDMA, CDMA, and GSM cellular technology

Accomplishments

Promoted to Senior Help Desk after Exceeded monthly goals by successfully handling more than 400 calls per week.

Promoted to Senior Help Desk after 6 months of employment.

48 months of employment.

Reduced technical escalations to management by 100 percentage to only 0

Trained and led technical support teams of more than 6 support specialists.

per day.

Experience

March 1995 to March 1999

AT&T Wireless/Voicestream Bothell/Bellevue, Washington

Help Desk/Expert Rep/Trainer

As an Expert Rep and Help Desk/Trainer employee, I was responsible for answering all question regarding technical issues and features and troubleshooting of cellular phones. I am also proficient in tracking phones through switch software to correct signal issues and manually registering handsets in the switch. Managing fraud through ESN tracking and registration was a huge part of my job as well as handling all billing issues. My ultimate responsibility was to correct all customer issues with one phone call and one point of contact. Thereby saving the customer time while correcting all issues with the hand set or the system.

Installed software, modified and repaired hardware and resolved technical issues.

Provided base level IT support to non-technical personnel within the business.

Provided base level IT support to company personnel.

Provided base level IT support to company personnel.

Managed call flow and responded to technical support needs of customers.

Resolved customer complaints and concerns with strong verbal and negotiation skills.

Displayed courtesy and strong interpersonal skills with all customer interactions.

Met and exceeded company sales and productivity goals for 4 years.

Evaluated and responded to incoming sales leads and requests for technical support assistance.

Built and maintained successful relationships with service providers, dealers and consumers.

Maintained composure and patience in face of difficult customer situations.

Demonstrated professionalism and courtesy with customers at all times.

Processed an average of 80 inbound and outbound technical support calls.

Resolved customer issues in a clear, courteous and straightforward manner.

Identified and solved technical issues with a variety of diagnostic tools.

Helped customers track and ship packages, responding to an average of 80 calls per day.

Created cases and claims for damaged, lost or displaced packages.

Support customers with online billing and account issues.

Resolved problems with malfunctioning products.

Trained new employees and explained protocols clearly and efficiently.

Followed up with clients to ensure optimal customer satisfaction.

Researched issues on various computer systems and databases to resolve complaints and answer inquiries.

Conducted research to address customer concerns.

Referred difficult issues to upper management while maintaining positive rapport with customer.

Upsold products and services to increase company revenue by 20 percentage beyond monthly targets.

Informed customers about issue resolution progress.

Answered 80 incoming calls from residential and small business customers.

Supported customers having data connectivity issues.

Activated accounts for clients interested in new services.

Provided thorough support and problem resolution for customers.

Remained up-to-date on the latest technologies and solutions applicable to company products.

Education

1987 San Francisco State University San Francisco, California

Bachelor of Science Business Administration

I graduated with a Bachelor's Degree in Business with an emphasis in marketing. The entire program revolved around working in business as a business professional. This included computer science, professional letter writing, public speaking, accounting, statistics, finance, product development, and of course, product marketing and management.

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