Customer Service Technician
Resume:
James W. Bentley ***@*******************.***
New Jersey
Technical Generalist with twelve years Information Technology experience seeks new opportunity with room for advancement and progressive responsibilities.
Experience
Comcast 8/10 to 1/11
CSA Technician Level 1
- Applied corrective action processes and interfaces with customers to accurately resolve order issue(s), ensuring the customers' service commitments are met.
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Isolated and resolved problems by correlating information from network equipment and executing appropriate fix via corrective tools, etc.
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Notified appropriate individuals, organizations, and outside Third Party Industry carriers of network outages, degradation of service, andrestoration events by opening system trouble tickets and escalating, asnecessary, with internal and external fix agencies.
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Worked across multiple applications to perform error resolution inorder to fulfill service orders that meet original time frame commitments made to customers.
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Recorded and maintained information notes within the necessary systems where manual intervention is required to resolve the orderdiscrepancy(s).
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Provided operational support to external vendors or local market Field Technicians, Operations Support personnel, and other technical and business support groups as received via inbound call center type phone calls or email notifications.
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Interfaced directly with customers to ensure their issue(s) areresolved and a superior customer interaction is provided.
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Managed customer outage bridge while facilitating communication in andout of Company.
Comcast 1/09 to 8/10
Account Executive Level 3, Advanced Products Group
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First point of presence for clients who were experiencing a wide range of network connectivity, operating system and application issues
- Directed and assisted both beginner and advanced end users with LAN, WAN and WLAN planning, set-up, maintenance, and troubleshooting.
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Directed and assisted both beginner and advanced end users with remote and wide area access connection methods for both SOHO and Residential environments using Cable, Ethernet and Wireless connection Methods
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Assisted Management by supervising First Tier Customer Account Representatives to diagnose and resolve common network connectivity, operating system, and application problems.
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Served as intermediary between clients and third party vendors
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Created and documented Standard Operating Procedure for resolutions to common network connectivity, operating system, and application problems. Thereby contributing to a shared knowledge base available to First Tier Customer Account Representatives.
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Consistently used by Executive Escalations Department to diagnose complex problems between subscribers and company.
Robert Half Technology 1/08 to 1/09
Contracted Help Desk Support / Contracted IT Support
Sub-Contracted Local and Remote 1st and 2nd Tier Support for both End Users and On Site IT Departments. Projects included:
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Contracted to Medco/Merck for full site deployment project supporting Domain Services for 750+ Workstation environment. Performed Server, Networking, and Workstation Set Up, Data Migration, and Break / Fix Analysis.
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Contracted to Virtua Health as an IS Tech Support Analyst. Primary Duties included Remote Support for End Users wide range of network connectivity, operating system and application issues.
DeBugIt, Marlton, NJ 1/06 to 1/08
Hardware Technician
Hands on experience repairing personal computers, laptops, and printers. Install and configure software for corporate and individual clients. Replace/upgrade applicable hardware. Build customized personal computers in a fast paced environment. Install, configure, and support network installs including remote support, as well as configuration for both wired and wireless solutions. Single handedly set the bar for sales per man hour and labor per man hour for which all future employee’s are gauged. Had the final say in new technician hires, also conducted the intense interview process and evaluations.
Cigna Corporation, Voorhees, NJ 5/05 to 1/06
Technical Service Representative
Mass Volume Call Center - addressed incoming technical support calls from consumers, employers, and providers of Cigna Healthcare in a high detail and resolution rate environment. Supported Cigna's online webpage and proprietary software. Maintained a customer service and satisfaction rating of 98%.
IPowerWeb Inc., Santa Monica, CA 2/02 to 4/05
Computer Support Technician
Managed a large volume of technical support calls while setting company records for high productivity and customer satisfaction. Quickly responded to a high volume of emails and addressed on-site hardware, software and technical support issues. Provided sales and customer service support via chat enabled software as well as mass email resolutions.
Garden State Cable, Cherry Hill, NJ 12/97 to 12/01
Computer Support Technician
Provided technical support for at-home cable modems. Sold a record number of cable-packages while maintaining superior customer service. Recognized for outstanding productivity by reducing support tech queue levels to record-lows.
Training / Additional Experience / Skills
Cittone Institute, Mt. Laurel, NJ 1/01
Learned computer programming, HTML, Java, RPG, AS400, SQL, Java Script.
Ameilius Websites, Audubon, NJ 97 to Present
Design, build, and maintain custom websites for clients. Building FAQ sections, online ordering capabilities, storefronts as well as any other components deemed necessary by the client. Custom graphics and layouts for each customers website.
MS Windows 95, 98, ME, 2000, XP, Vista, 7
MACos
MS Office
HTML / PHP / CSS
FTP / TCP/IP / DNS / POP / IMAP / SMTP / sFTP / SSH
Magic / Remedy / RightNow / SalesForce
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