Customer Service Technical Support
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Title:Technical Support Specialist
******@*****.***
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NAME: Oliver Mueller
ADDRESS: **** ******** ** # ***
CITY: Arlington
STATE/PROVINCE: TX
ZIP/POSTAL CODE: 76006
COUNTRY: USA
EMAIL: ******@*****.***
PHONE:
CANDIDATE ID: 108686
CITIZENSHIP: US
Citizen
EDUCATION: Undergraduate Work
EXPERIENCE: 7
WILL RELOCATE: Yes
RELOCATION INFO: Virginia
JOB WANTED: Any
RATE NEEDED: $30,000 to $40,000
HOMEPAGE:
COMMENTS:
HOTSKILLS:
ESUME
Oliver Mueller
2112 Grenoble Dr Apt 253
Arlington, TX 76006
(cell)
Professional
Experience
Oct 00
PresentVirtuaLINC
Addison, TX
Technical Support Specialist
Member of the customer support and IT helpdesk
providing internal and external helpdesk support.
Internal helpdesk support for Windows NT 4.0, MS
Outlook / Exchange, and MS Office 97 / 2000 suite.
Also supported TCP/IP and networking issues, including
installation, and/or maintenance of voice and data
networking facilities. External helpdesk
responsibilities included IP, connectivity, and PC
hardware and software support of video conferencing
equipment on a Windows NT 4.0 environment. Other
responsibilities included problem determination,
customer service, and ticket tracking using Track-it!
Software.
Jul 00
Oct 00Verizon
Irving, TX
IT Helpdesk Representative
Responsibilities included supporting Windows 2000, NT
4.0, MS Outlook / Exchange, MS Office 97 / 2000 suite,
and Verizon proprietary software. Performed
installation and configuration on various models of
PCs, printers, and peripherals, as well as imaging the
PCs using Ghost software. Other responsibilities
included updating the database, ticket tracking, and
customer service.
Apr 00
Jul 00Allstate Insurance
- Contract position
Dallas, TX
Mobile Response Representative
Coordinated the installation of 70 workstations for the
Allstate Bilingual Claims Center. Responsibilities
included assembling, installing, and imaging
approximately 70 workstations and laptops. Configuring
NTWS and applications, including MS Office Suite, MS
Outlook, and proprietary software on each machine.
Providing onsite technical support for the Bilingual
Claims Center on all hardware and software issues.
Installing the Compaq Proliant 3000 server and ensuring
the connection of the workstations to the network.
Installing and configuring the Lexmark Optra T printers
for the call center. Setup and maintaining an
inventory database using MS Access.
Mar 00
Apr 00E.W. Blanch
- Contract position
Dallas, TX
IS Technician
Responsibilities included providing support on Windows
95, 98, NT 4.0, MS Office 97 suite and proprietary
software for all employees. Installing, upgrading,
configuring, and maintaining hardware and software for
various models of laptops, workstations, and printers.
Updating database and performing helpdesk support as
required.
May 99
Dec 99J. Herman and Associates
- Contract Position
Memphis, TN
Technical Consultant
Member of a consulting team that designed and
implemented software systems and processes for a
hardware call center. Responsibilities included
creating detailed product tables and call routing
methodologies of PC products for remote diagnosis.
Performing quality and technical analysis of current
call center technicians. Researching current call
routing procedures and creating new call routing
structures for the hardware call center. Researching
current technology for implementation in the hardware
call center, including communications, software,
hardware, and training.
Jan 97
- Apr 99GTE
Irving, TX
Multiple Positions
Lead Technician
for GTEINS helpdesk providing support
to all GTEINS and Business helpdesk technicians,
handling customer complaints and escalations,
performing employee evaluations, quality checking
employee hours worked, and product testing new GTE
software applications.
Business Helpdesk Technician
providing router, terminal adapter, ISDN, and network
support and configurations for GTE large business
customers along with the same responsibilities as 3rd
level support. Third Level Technical Support
Representative providing all aspects of Internet
software support on Windows 3.x, 95, 98, NT, Macintosh,
and application support, including Netscape, Internet
Explorer, MS Exchange, and Outlook Express. Also
preformed support on PPP, network settings, protocols,
TCP/IP settings, modem configurations, and web page
support and design for GTE.net customers. Worked with
Remedy and Remedy based applications as the helpdesk
database.
Sep 94
Jan 97IBM / CGS Inc
.
Dallas, TX
Multiple Positions
Technical Support Rep for a contract with Ryder truck
rental providing support for DOS and DOS based
proprietary software and modem testing &
configurations. Supervisor of a department of customer
service representatives handling customer complaints
and escalations, performing employee evaluations, and
quality checking calls. Lead Instructor for IBM call
center technicians that included five different
three-week training classes and where responsibilities
included updating & rewriting the employee training
manual. Call Center Rep in which responsibilities
included answering service calls and performing problem
determination for IBM customers and also coordinating
schedules and providing support for IBM field service
engineers.
Oct 91
Aug 94United States Army
Fort Bliss, TX
Signal Support Specialist
Supervised, installed, and operated switchboard and FM
radio communications equipment for combat service
support organizations.
Learned motivation, discipline, leadership, and
teamwork skills.
Education
Brookhaven College
Farmers Branch, TX
Completed training classes for Networking and Windows
NT towards MCSE Certification.
University of Texas,
Arlington Arlington, TX
Pursuing a BS
in Computer Science and MCSE certification
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