Customer Service Technical Support

NAME: Jelinek, Ken

CITY: Austin

STATE: TX

ZIPCODE: 78729

EMAILADDRESS: ******@******.***

PHONEAREACODE:

PHONENUMBER:

LASTUPDATED: 5/18/2001

Jelinek, Ken

Austin Te 78729 US Citizen Master Degree No ******@******.*** Ken Jelinek 9815 Copper Creek Road #814 Austin, TX 78729 ******@******.*** Daytime Phone:800-***-**** ext. 40929 Evening:512-***-****

MCSE+Internet Certified Tech Support Trainer OBJECTIVE To obtain a team leader position in a cutting-edge internet company with a sound business model.

EXPERIENCE

8/1999 - PresentDell Computer Corporation Round Rock, Texas PAI Portables L2 Tech Support Supervisor Designing and implementing technical support policies and procedures that increase efficiency in a Portables technical support call center; handling technical escalations; information assimilation from engineering and product R&D; technical writing of support documentation; many call center management and supervisory duties. 6/1998 - 8/1999Dell Computer Corporation Round Rock, Texas MACSD Portables Sr. Technician Providing technical support for Dell laptops; Designing online technical support documentation; Handling escalations; Call center data analysis; achieved Team Leader supervisory role. 1/1996 - 6/1997 Power Computing, LTD Round Rock, Texas Escalations Manager Handled technical support and customer service escalations for Macintosh-based clones; Provided technical support in international queues (fluent in German, Italian, and Spanish); Managed International/Escalations queue team of 14 people.

EDUCATION 8/1997 Southwest Texas State University US-Texas-San Marcos Masters Degree Received MA in English Literature with a Psychology Minor 12/1994 Texas A&M University US-Texas-College Station Bachelors Degree Received B.S. in Psychology SKILLS MCSE+Internet Certified Systems Engineer, Strong Technical Writing/Communication skills

Ken Jelinek

9815 Copper Creek Road #814

Austin, TX 78729

******@******.***

Daytime Phone:800-***-****

ext. 40929

Evening:512-***-****

MCSE+Internet Certified Tech Support Trainer

OBJECTIVE

To obtain a team leader position in a cutting-edge internet company with a

sound business model.

EXPERIENCE

8/1999

- PresentDell Computer Corporation

Round Rock, Texas

PAI Portables L2 Tech Support Supervisor

Designing and implementing technical support policies and procedures that

increase efficiency in a Portables technical support call center; handling technical

escalations; information assimilation from engineering and product R&D;

technical writing of support documentation; many call center management and

supervisory duties.

6/1998

- 8/1999Dell Computer Corporation

Round Rock, Texas

MACSD Portables Sr. Technician

Providing technical support for Dell laptops; Designing online technical support

documentation; Handling escalations; Call center data analysis; achieved Team

Leader supervisory role.

1/1996

- 6/1997Power Computing, LTD

Round Rock, Texas

Escalations Manager

Handled technical support and customer service escalations for Macintosh-based

clones; Provided technical support in international queues (fluent in German,

Italian, and Spanish); Managed International/Escalations queue team of 14

people.

EDUCATION

8/1997

Southwest Texas State

University

US-Texas-San Marcos

Masters Degree

Received MA

in English Literature with a Psychology Minor

12/1994

Texas A&M University

US-Texas

-College Station

Bachelors Degree

Received B.S

. in Psychology

SKILLS

MCSE+Internet Certified Systems Engineer, Strong Technical Writing/Communication skills

.net

Call center

call center

Communication skills

clones

customer service

data analysis

Dell

Designing

documentation

Engineer

German

Italian

laptops

Team Leader

Team

Leader

Macintosh

MCSE

policies

Spanish

supervisory

technical support

Tech Support

Technical Writing

technical writing

Contact this candidate