Customer Service Sales

William D. Austin

**** ********* **. *******, ********* 38133

PHONE 901-***-**** – ********************@*****.***

Education

Southeast College of Technology AA Computer Networking Technology Memphis, TN 2002

Certifications

Tech Skills Network +, MCP (Windows XP Professional) Memphis, TN 2007

Perkins & Marie Callender Inc. June 2009 – Present

Sr. Technical Support Analyst

Provide technical support for corporate and franchise Perkins & Marie Callender Restaurants across the United States, via e-mail, phone and remote host VPN clients such as: Pc Anywhere & VNC Remove Server Client.Repair and troubleshoot all hardware on PC’s, including printers, raid built servers.Provide support for Point of Sales systems in the restaurants such as Micros 2700, Micros 3700 3.0 and Micros 3700 3.2Imaging and configuring computers and micros servers for new store openings.Troubleshooting and repairing of Lexmark, HP and Brother desktop printers.Troubleshoot DSL, Cable, Satellite and WiFi Connections at all stores.Provide support for all telecommunication issues throughout the restaurants.Recognized for hard work by being nominated for Employee of the Quarter.

Medtronic

Technical Sales Support Feb 2009 - June 2009

Provide technical support for devices used by the sales force all across the country.Support hand held devices, cell phones and applications.Support all hardware and software issues of user laptops.Create new accounts within active directory for new users.Image & stage new laptops for new employees in a timely matter.Extensive documentation of all issues and work done within the day.

Gyrus ENT July 2008 – Feb 2009

Help Desk Analyst

Provide technical on site support for 120+ usersCreate new users in Active Directory along with setting up mailboxes through Outlook ExchangeTroubleshoot TCP/IP & LAN issues within the networkProvide administration and maintenance for the Symantec Antivirus Server.Keep track of PC’s and Laptops within our company inventory sheet.Other duties & experience include: Troubleshooting DHCP & DNS, network printer maintenance, creating and deploying images by way of Norton Ghost, creating documentation for new procedures, Veritas Backup Software, Hyena 7.2, Windows Server 2003, Real VNC, Remote Desktop Connections, VPN Connectivity.

Perkins & Marie Callender Inc. July 2004 – July 2008

System Support Specialist/Help Desk Technician

Provide technology support for corporate and franchise Perkins & Marie Callender Restaurants across the United States, via e-mail, phone and remote host VPN clients such as: Pc Anywhere & VNC Remove Server Client.Repair and troubleshoot all hardware on PC’s, including printers, raid built servers and SCSI connections.Provide support for Point of Sales systems in the restaurants such as Micros 2700, Micros 3700 3.0 and Micros 3700 3.2Imaging and configuring computers and micros servers for new store openings.Corrected, edited and created system files by way of MS DOS.Troubleshooting and repairing of Lexmark, HP and Brother desktop printers.

Mimeo.com Dec 2003 – May 2004

Customer Service Representative/Tech Support Specialist

Provided customer service for clients & sales reps by phone or via e-mail by processing special requests such as: resetting passwords, adding credit to their account, etc.Provided technical support for the Mimeo Exact Print software for customers having troubles with: installation, connectivity to Mimeo, corrupted print drivers, print errors while uploading files, etc.Determined print file errors by running files through Adobe Distiller, and afterwards correcting them.

Solectron July 2003 – Nov 2003

Laptop diagnostics technician

Troubleshooting selective IBM laptops for hardware and software errors.Performed numerous diagnostics test on laptops before and after repairs.Repaired IBM laptops replacing all hardware and casing.

Memphis Housing Authority Feb 2002 – Jan 2003

PC Support Specialist/Jr. Network Administrator

Complimented numerous times for ability to deal with difficult situations with enthusiasm and professionalismWindows 2000, Windows XP Home, Windows XP Professional, Microsoft Office 2000, Microsoft Office XP Create users in active directory & maintain user accounts. Service and repair HP DeskJet and LaserJet network printers as well as Xerox Color Phaser PrintersService and repair high speed copiers as well as computer systems hardware & softwareTroubleshoots problems well in difficult situations with great response time.

Contact this candidate