Technical Support Sales
Resume:
Michael D Theobald
Topeka, Kansas 66614
**************@*****.***
Education: Highland Park High School, Topeka, KS Diploma May 1983
Employment:
Help Desk Specialist
Security Benefit, Topeka, KS October 2012 – current
Answer incoming calls to the helpdesk, assist associates by installing replacement computers, install required software, enable access, reset end users passwords, configured networks, ordered parts through Dell Self Dispatch and work all open tickets.
Deployment Division
Payless Shoe Source, Topeka, KS February 2010 – September 2012
Assisted field technicians in installing replacement back computers, configured networks, ordered parts through Dell Self Dispatch, worked all defects.
Technical Support Analyst Tier 2
Payless Shoes Source Topeka, KS July 2010 – February 2010
Watched the workflow for incoming calls from across the country. Assigned additional Tier 1 techs to handle the call flow. Led the team in training technicians.
Technical Support Analyst Tier 1
Payless Shoe Source, Topeka, KS May 2006 – July 2010
Received incoming calls from Payless Shoe Source 5300 field stores that are having technical issues, help resolve their issues, maintained a first call resolution of 85 percent.
Lead Technical Support, Office Depot, Topeka, KS April 2005 –July 2008
Assisted customers in choosing a new computer systems, and explained the pros and cons of the systems, train new associates, stocked shelves.
Personal Achievements: Ranked 72nd out of 10,000 in a nationwide protection plans sales for Office Depot.
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