Technical Support

William Jones

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

Lewisville, TX 75077

E-Mail: *******.********@*****.***

Phone: 972-***-****

OBJECTIVE

Summary

Technical Support Specialist/ Customer Service/Help Desk Analyst (Xerox 18 yrs.)

Consistently recognized for technical troubleshooting skills used to rapidly and cost-effectively resolve challenging technical issues and customer service.

Supported PC and Laptop basic applications and software/hardware. Network printer, scanner, Scan to email VPN, DSL support.

Supported several wireless devices for field technicians: Blackberry; Android, Nextel and Sprint, Verizon, AT&T. (Desk Top Manager) and Enterprise Server support.

Field test equipment, software and applications before product launch.

Quickly learn and master new technology; equally successful in both team and self-directed settings; and proficient

in a range of computer systems, languages, tools and testing methodologies.

Supported DSL, VPN and various internet connections for technicians and sales rep’s.

Maintained a high standard of customer retention and obtained new customers while saving the company money.

* Operating Systems: Windows 2000, NT, XP, Win 7, Win 8, 10, 2012 Server.

* Network Topology: LAN/WAN, TCP/IP Protocol;

* ID administration within Active Directory. Create new users, password resets, Group Policy etc.

* Mobile device support (Blackberry wireless devices) Android.

* MS Office Suite 2003, 2007,10,11,13,Microsoft Exchange, MS Outlook and Office 365.

* PC Hardware: Support/installation, monitors/video cards, keyboards, mice, printers/printer and drivers. Also, NIC

cards/Hubs/Jet directs, network printer and print queue administration. DOS Commands.

* Use of Ticket Tracking Tools, Auto task and others.

* Knowledge Management Tools

* Remote access tools/Customer/Xerox Technicians/Sales reps/ITIL Document Management and IT Services.

*Customer Satisfaction Surveys 98%-100% SLA targets.

*Sales & Marketing Support,

*Network Support, Printing, Scanning Support & Set up.

MAJOR ACCOMPLISHMENTS

Master’s Degree MA Management/Conflict resolution

Perfect attendance award

Peak Performance gold award

Lean Six Sigma Yellow Belt

Eagle Scout (Boy Scouts of America)

INTERESTS

Physical fitness: weight lifting, jogging

Cooking

Computers

EXPERIENCE

8/1998 – 9/2016 Xerox Lewisville, TX

Customer Service/Technical Support/ Help Desk/Sales Marketing Manage and Print Services Support

2010-2016 Xerox Corporation

Manage and Print Services (formerly Xerox Business Services - XBS) is a division of Xerox that provides external customers (Sales rep’s existing and new) with value added document management services. Managed Services generally assumes responsibility for a customer’s document processing operations, acquiring and disposing of equipment as required and billing the customer for services provided.

Marketing, Sales Support and Technical support for Sales reps.

Sales rep support for Government and State & Local contracts

Application Support (Citrix, Oracle)

Billing resolution and support

Pricing and Account management/ ITIL Document Management and IT Services.

Conducted training for Manage Services systems, processes and policies.

Network and Connectivity Support, routers and switches

Active Directory Administration, Microsoft Office Support, WIN 7, 8, 10, 2012 Server. Hardware,Software Support.

1/2005-3/2009 Help Desk Support: Blackberry Support for field technicians and various internal customers.

(Assisted managers with their devices).

DSL support for technicians at various parts drop locations country wide. Supported digital Kodak 620i scanner for Xerox customers.

Support for Xerox printers, copiers, fax machines and other various multifunctional products. Trainer for Welcome Center employee's regarding several small market products.

Hardware training, basic electronics, schematics, phone systems training and use of technical service manual. Help Desk Support for field technicians and various internal departments at Xerox. (Multifunctional products). Supported Dealers and Sales representatives for Xerox products, hardware, software and applications. Basic machine operations.

Traveled to Portland OR and Philadelphia PA for Applications and Engineering training: Software and Network Connectivity.

Help Desk Support Staff: Service call initiation for various customer locations. Problem solving and trouble-shooting for Xerox multifunctional products.

Customer complaints committee.

Email E-service lead-Customer Support; Email and live Chat for customers with machine issues. Troubleshooting through email responses with high degree of success.

EDUCATION

2003 Dallas Baptist University Dallas, TX

Master’s Degree Management/Conflict Resolution GPA: 3.67

1/2001-5/2003 Dallas Baptist University MA degree Management with a minor in Conflict Resolution.

Certifications:

Blackberry Wireless MMT, Android, & INET+ Networking Essentials Operating Systems and TCP/IP

Wireless Connectivity (Linksys) routers

Mediation & Arbitration certification D.B.U 2003

Advanced Family Mediation certification D.B.U 2003

1981 Texas A&M Commerce Commerce, TX

Criminal Justice Law Enforcement GPA: 2.90

KEYWORD SUMMARY

Customer Service skills/Help desk

Technical Support & Manage Print Services Support, Network and Connectivity Support

Computer and Network Essentials

Communications

Infrastructure and Technical experience

Organizational skills

Supported Sales and Marketing reps and Technicians

Contact this candidate