Customer Service Technical Support

James Houston

** ******* ***

Farmingdale, NY ***35

516-***-**** (Home)

631-***-**** (Cell)

Saturday, June 08, 2013

I am responding to your advertisement for the Technical Support position you have listed on

Craigslist. I have been working as a Customer Service/Technical Support representative

for the last 9+ years. I also have over 11 years of experience as a computer network

administrator and 4 years working in an Emergency Room. I am an ambitious and

motivated self-starter who learns things quickly and works on an issue until I see it

resolved. My Strengths include:

• Software, Hardware and Network Troubleshooting

• GREAT Customer interpersonal Skills

• All Microsoft Office Suites and All Windows Platforms.

• PC Configuration, Installing and Network Setup

• Very organized, detailed and efficient.

If you are seeking a person who takes the initiative to achieve total

success, and can easily handle the stress of a fast-paced environment then

please consider me for this position.

Thank you for your time and attention. My contact information is below. I

hope to have an opportunity to meet with you soon to further discuss my

qualifications.

Thank you,

James Houston

516-***-**** (home)

631-***-**** (cell)

James Houston

29 Lambert Ave

Farmingdale, N Y 11735

516-***-**** (Home)

631-***-**** (Cell)

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

Summary of Qualifications

Professional with over 9+ years Customer service/Technical Support experience as well as over 11+ years of IT

experience on all Windows Platforms and Novell environments. I am ambitious and Self-Motivated with

excellent organizational, documentation, leadership and communication skills.

Education

SUNY Farmingdale

Computer Systems Technology – Business programming and Systems

Environments

All Windows OS, SMS, Exchange 5.5, Token Ring, Ethernet, Novell 4.11, TCP/IP

Applications

All MS Office environments, Great Plains Accounting, ADP payroll, ARCServeIT, Chameleon hostlink,

PCAnywhere, Novell 4.11, All Windows OS & Server OS, Citrix, Windows Mobile OS, iOS, Android,

DHCP, DNS, WINS, Active Directory, Call Accounting systems, Outlook,

Phone Systems

Lucent Audix Voicemail administration; Lucent Prologix & Definity G3R PBX administration;

Fugitsu 9600 Administration and Voicemail system

St. Joseph Hospital 4295 Hempstead Turnpike, Bethpage, NY 11714

Emergency Room Technician (11/2009-6/2013) 516-***-****

Provides Emergency Room technical support for physicians and nurses to optimize patient care. Performs phlebotomy and Med Locks,

12 lead EKGs, placing patient on cardiac and vital sign monitors, performs glucose checks as ordered. Transporting of patients to other

departments and tests (CT, MRI, Ultrasound, Etc). Assists the MD with physical exams, diagnostic and therapeutic procedures. Performs

wound care, applies a variety of orthopedic splints and fits patients for crutches. Cleans equipment and workspace, recognizes equipment

malfunctions and refers for repair, stocks supplies. Trains and cross-trains other technical staff as required. Performs other duties as

assigned or required. (picks up meds from pharmacy, send tests to lab, etc)

Cablevision Jericho, NY

Technical Support Rep Level 2 (March 2005-May 2009)

Assist Customers with telephone support for internet and Voice-over-Internet connections. Troubleshoot all Windows

platforms as well as Mac OS 8-10 with connection issues. Maintain good customer relations as well as documentation of

all calls and steps taken. Know how to diagnose issues quickly to keep VERY strict static requirements mandated every

month. Troubleshoot telephone connectivity and wiring issues. Assist with cable wiring when the need presented itself to

assist customers re-establish connection.

Doral Arrowwood Resort & C.C Rye Brook, NY

MIS Systems Manager (July 2001 – November 2004) 914-***-****

Systems and Networks administrator for resort helping in all overall aspects of technology issues. Main function was

systems hardware and software troubleshooting and upgrading with employee interaction. Helped employees with

assistance on programs needed for day-to-day operations, such as MS Office 97/2000 and CLS. Spear-headed network

upgrade to Windows 2000 Server from Novell 3.11 and Windows NT. Worked with outside companies regarding

evaluation and upgrading of pre-existing software technologies already in use with emphasis on how to integrate the

programs into a more network-savvy environment from the old workstation setup. Re-wired phones and Network lines as

needed to get user connectivity when/where needed. Upgraded user workstations from Windows 9x to Windows 2000.

Help design and implement wireless network for client use, etc.

IDT New York, NY

Independent Consultant (Feb 2001 – June 2001)

Migrate systems from ccMail and Lotus Notes to MS Exchange 5.5. Install, Configure and troubleshoot all MS

Exchange 5.5 and Outlook 2000 issues. Troubleshoot any and all issues arising from Outlook 2000 installs on end users

machines. Install and Configure Outlook 2000 on 2000+ machines throughout clients business. Train and assist end-users

with any questions with Outlook 2000 and follow-up with next day and periodic visits with end-users for a smooth

migration. Schedule and upgrade all trading room floor users to new email system. Program and configure Palm

Pilot/Handspring PDAs for use with Outlook. Migrate all email and associated information from end-users ccMail,

Lotus Notes and Lotus Organizer over to Outlook 2000.

Arcade Building Services New York, NY

Manager of Informational Services (April 2000 – Feb 2001)

Run Daily backups of all server information using ARCServeIT 6.61. Maintain, correct and troubleshoot any problems

with the (3) Windows NT 4.0 servers, (1) Windows 2000 server and (1) Novell 4.11 server. Oversee any and all

projects regarding upgrades and updates of all software by researching all the necessary software needed to perform the

upgrade and work closely with all consultants involved in the upgrade process ( Great Plains, MS-SQL server, ADP,

Citrix, etc.) Troubleshoot any and all end-user problems with software (Windows 9x/NT/2000, MS Office 97/2000, Great

Plains, ADP, etc.) for the 50+ in-house users and 15+ remote users as well as any and all hardware issues (HP Printers,

scanners, fax machines, etc.). Upgrade systems and software as needed. Research and keep up to date all Anti-virus

protocols. Install, configure and roll out new PCs for end-users. Program and administer all phone and voicemail

systems. In charge of major project to upgrade Great Plains from 4.0 to 7.0, ADP from 2.1 to 3.65, Citrix from

WinFrame to MetaFrame and MS-SQL server from 4.0 to 7.0. Researched and suggested new technologies to the CFO

for possible company use.

Marchon Eyewear Inc. Melville, NY

Networks Administrator (Nov 1997 – April 2000)

Support and troubleshoot any and all problems for 300+ in-house users and 300+ remote users regarding software (Dial-in

service, MS Office 97, Corel Word Perfect, Louts smart suite, ADP, Insperion, etc.) and Hardware (IBM and

CANNON printers, IBM Laptops, IBM and NEC flat screen monitors, etc). Diagnose any possible problems with the

Token-Ring network and coordinate with the Network Specialist on possible solutions. Cover running system backups on

servers when needed. Assist in daily duties associated with the AS/400 system. Program and administer any changes or

updates needed for the phone and voicemail systems. Order any new PCs, printers, laptops, etc. needed as determined by

the Network Specialist. Install and configure all software needed for new PCs as needed by department personnel. Built

and configured new IBM 5000 server for use in oversea office. In charge of doing all moves of PCs and associated

hardware for users and departments when needed.

Customer Service Assistant (Jan 1996 – Nov 1997)

Compile reports for ease-of-use for department heads regarding call times, average answer of calls, number of returns, etc.

for 100+ customer Service reps. Keep track of all vacation, holiday and sick time for 100+ customer service reps and

work closely with the HR department for payroll. Train backup person for coverage of my duties in case of emergencies

or days off. Create and distribute report to department and company executives regarding returns and any requested

information. Assist in customer service when needed taking phone orders. Designed and prepared manual for custom

software in use by home office and old satellite office.

Customer Service Rep (Jan 1995 – Jan 1996)

Handled 350+ phone orders a day. Helped clients with any and all questions regarding warranty, out-of-stock items, etc.

Did warehouse searches, built product from parts when needed for clients. Assisted other customer service reps and

customer service trainer on abilities and functions of the AS/400 ordering and product look-up system. In charge of

training new employees oln in-house, custom data entry program.

Contact this candidate