Customer Service Technical Support

REGINALD DARKO

Email: ********@******.***

Address:

City: Irvington

State: NJ

Zip: 07111

Country: USA

Phone: 973-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Skills: Seasoned Computer field service technician with more than ten years in customer service and technical troubleshooting. Energetic 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. field service technician who provides the experience and critical thinking necessary to successfully facilitate client relations. .

Educational Background:

High School Dipolma from City University of NY, Nyc NY 1/2001 to 6/1986 (Communication)

High School Dipolma from Bloomfield College, Nyc NY 1/2001 to 11/2012

Job History / Details:

Skills:

Seasoned Computer field service technician with more than ten years in customer service and technical troubleshooting.

Energetic 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.

field service technician who provides the experience and critical thinking necessary to successfully facilitate client relations. .

Microsoft Excel, Word, Access, Linux 6.2, WindowMicrosoft Certified Solutions Expert (MCSE) Certificate

Troubleshooting proficiency

Analytical and critical thinker

Patient and diligent

Microsoft Certified Solutions Expert (MCSE) Certificate

Skilled at mediation

Vast technical knowledge

Fast learner

Skilled multi-tasker

Windows XP/Vista

Microsoft Office expert

Skilled in HTML, HTTP and IP

DHCP/DNS Ethernet and Firewall proficient

LAN aptitude

Proficient in Norton Antivirus software

Proficient in AVG, Printers, PC Security systems

Skilled in TCP/IP and WAN

MS Office proficiency

Personal computer,electronics,electro-mechanical troubleshooting experience.

IBM Printers,NCR 7780 Sorters

Education

City University of NY NYC, NY

Bachelor of Arts (BA) Communication

Completed multiple customer service training programs

Coursework in Information Technology and Computer Applications

Completed Microsoft Office training

Continued education classes in Distributed Computing, Networks and Databases

Coursework in Business and Communications

1999 Bloomfield College Bloomfield, NJ

MCSE Computer Networking

Accomplishments

Promoted to Senior Help Desk after 6 months of employment.

Exceeded monthly goals by successfully handling more than 16 calls per week.

Completed intensive training in database fundamentals and software engineering.

Reduced technical escalations to management by 45 percentage to only 2 per day.

Exceeded monthly goals by successfully handling more than 10 calls per week.

Experience

May 1994 to April 2011

BancTec Inc Philadelphia, New Jersey

Senior Field Engineer

Displayed courtesy and strong interpersonal skills with all customer interactions.

Provided Hardware and software support to customers (EDS, Citigroup, and Federal Reserve Bank of NY.).

Maintained stock room inventory

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

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

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

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

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

Maintained composure and patience in face of difficult customer situations.

Demonstrated professionalism and courtesy with customers at all times.

Processed an average of 10 inbound and outbound technical support calls.

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

Resolved problems with malfunctioning products.

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.

Informed customers about issue resolution progress.

Supported customers having data connectivity issues.

Activated accounts for clients interested in new services.

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

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

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