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Customer Service Manager

Location:
Maumelle, Arkansas, United States
Posted:
May 30, 2017

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David Alexsander Osborne

* *********** **. ********, ** 72113

501-***-****

ac0j16@r.postjobfree.com

US CITIZEN

OBJECTIVE:

To seek an exciting IT position with Company which values a self-motivated computer professional with experience and advance knowledge in computer break-fix, installation, repair, support and maintenance, troubleshoot computers, networking.

SUMMARY:

Technical Consultant with hands on Technical Support and Tier 1 & 2 Support in a corporate/large setting.

He does have valid and current Comp TIA A+ and Network+ certifications.

4+ years of experiences in repairing DELL, HP, Lenovo laptops.

Strong experience and wide knowledge in supporting and troubleshooting hardware and software problems which demand strong customer service, communication and problem solving skills.

Break-Fix with repairs, services, and restored parts, motherboards for laptop computer equipment.

An ability to troubleshoot PCs, Desktops, Laptops, mobile devices, tablets, and other handheld devices

Works well independently, or in a group setting providing all facets of computer help desk support such as troubleshooting, installations, and maintenance.

More than 5 years of experiences in troubleshooting issues of computer programs like MS Excel, Word, Power Point, Access, SQL and MySQL.

In-depth knowledge and understanding of numerous software packages and operating systems.

Skilled in providing customer and end-user help desk support.

Strong technical expertise in elements of troubleshooting PC, Laptop, desktops, software, and hardware

Expertise in providing face to face, Phone as well through Email customer support.

Successful leader, equally effective as member of a team with high organized skills to multi-task and accomplish multiple objectives.

Personal experience on re-building and repairing Pc, desktops, Laptops, Tablets, mobile devices.

Goal-oriented, customer service focused employee with hands on experience managing all aspects of a client-oriented business.

Certification

CompTIA A+ (Pursued in 2016)

Network+,(Pursued in 2016)

TECHNICAL EXPERIENCE:

Hardware: - Desktops, laptops, printers, servers, tablets, various mobile devices, Multifunction units. PC, Laptop, Desktop, Assembling and Disassembling the computer, Laptops, Printers, Scanners, Computer hardware installations, IMAC, Hardware Migration, Troubleshooting, Motherboard, Desktop PC/Laptop Refurbishing following standardized checklist for system diagnosis. Upgrades and replacement of hard disk drives, CPU's, RAM optical drives, floppy disk drives, power supplies, and expansion cards. Hardware setup & configuration, Installing upgrades, Driver Installation, Expert troubleshooting Desktop and Laptop Support, IPAD's, IPHONE, Tablets.

Software: Install/ upgrade/ remove software; Locate and install drivers for hardware configuration; Install firewall, virus and spyware protection; Install/ upgrade Microsoft Words, Excel. PowerPoint, Access, and Scheduler; Remote access to distant computers; Imaging computers; Set up files and organize/structure files for easy access and comprehension. Assist clients with issues with Citrix either onsite or removing in from off site. Utilize Active Directory to create profile, implement policy, setup domain passwords, and install updated application across the domain. Add connection to Printers that is local and on network. Migrated data from source computer to target computer.

Networking : Network Upgrade & Maintenance, Hardware Installation, Server, Planning, & Collaboration, Network & LAN, VMware ESXi, Windows, Cisco TCP/IP routing traffic, mapping, naming conventions, flow control, DHCP/DNS Ethernet and Firewall proficient, Proficient in AVG, Printers, PC Security systems, LAN aptitude.

Operating System: Windows 3.1, Windows 95, Windows98, Windows ME, Windows2000, Windows XP, Windows Vista, Windows7, Windows8.1, Windows10, Mac IOS, Linux, DOS

Methodologies: Asset Management, Team Management

Professional Experience

Desktop and Laptop Repair Technician

FEB 2015 – PRESENT

Responsible for consultations with customers dealing with their computer issues.

Build, configure and consult on custom, and branded PC, Desktop, laptop, tablets machines based on customer needs.

Diagnose and repair hardware and software issues and configure for maximum performance.

Install and support various flavors of MS Windows, from 2000 through 7, Apply patches, updates and service packs when necessary.

Install and configure all internal and peripheral hardware, and software.

Network and printer install/setup and configuration.

Break-fix computer components and give recommendations for laptops, computer, PC, Tablets components, appliances, and peripherals

Installed and repaired printers and Scanners

Trouble shooting or replacing PC’s, Desktops, Laptops, Printers and Phones.

Conduct virus/malware removal services among many other tasks that a customer may want us to perform.

Troubleshooting tablets, DELL, LENEVO, HP, ACER, etc. computers.

Hardware, peripheral and software support, repairs and upgrades.

Assisted in installation, and maintenance of it equipment.

Recover data from failed hard drives of PC, Desktop, laptop.

Consult and train customers on PC, Desktop, laptop and other hardware and software applications.

Diagnose and resolve a variety of computer hardware and software problems Software installation

Made, maintained, and fixed computer systems like PC, Desktop, laptop, tablets to enhance speed, efficiency and reliability of operation

Imaged/re-imaged PC’s and laptops.

General troubleshooting and diagnosis of software-related issues.

Provided on-site and off-site repair services for customers.

Upgraded and replaced hardware for customers

Assisted customers in data storage and backups

Experience with Windows operating systems (Windows XP, Vista, 7, 8.1 and 10)

Multi-tasked with PC, Desktop, laptop remote control, Instant Messenger, Email and face-to-face to fix technical issues.

Ensures customer satisfaction by advising customers on preventative maintenance and configurations which may impact product performance.

Create, maintain, and enter information into databases.

Desktop Support Technician

Tech Gods

Little Rock, AR

January 2015-September 2015

Adept at diagnosing, troubleshooting, and resolving client issues with hardware maintenance, application support, installations and upgrades.

Troubleshooted, upgraded, and supported Windows 7, XP, and Vista desktops and laptops

Break/Fix broken Laptop’s PC’s, Repair and replace various major and minor hardware components such as motherboards, keyboards, touchpads, and hard drives.

Configure new Lenovo, HP, Dell and IBM laptops and customize software according to end-user job requirements.

Responsible for upgrading the windows 7 to window 8 and also upgraded window 7 to window 10.

Administer user accounts within Active Directory environment.

Perform latest software updates to new and existing laptops before deploying.

Hardware replacement on existing laptops: monitors, wireless cards, memory, keyboards and other components.

Network and local Xerox, Dell, and HP printer installation and maintenance

Password resets, data recovery, user migration, VPN, IMAC’s in Win XP/7/10 and Office 2007/2010

Desktop Support Technician

Best Buy

Little Rock, AR

October 2014- February 2015

Provide a temporary point of contact for users to receive support and maintenance for the desktop environment.

Install and configure all internal and peripheral hardware, and software.

Network and printer install/setup and configuration.

Break-fix hardware and software issues of computer components and give recommendations for laptops, computer, PC, Tablets components, appliances, and peripherals

Responding remotely to service tickets involving software issues.

Build, configure and consult on custom, and branded PC, Desktop, laptop, tablets machines based on customer needs.

Diagnose and repair hardware and software issues and configure for maximum performance.

Requests for program installations, and troubleshooting desktop challenges.

Trouble shooting or replacing PC’s, Desktops, Laptops, Printers and Phones.

Conduct virus/malware removal services among many other tasks that a customer may want us to perform.

Add users to the Active Directory upon request, setting up the proper accesses to all internal systems and programs, and ensuring accurate customer information.

Responsible for consultations with customers dealing with their computer issues.

Install and support various flavors of MS Windows, from 2000 through 7, Apply patches, updates and service packs when necessary.

Recover data from failed hard drives of PC, Desktop, laptop.

Imaged/re-imaged PC’s, desktop and laptops.

Provided on-site and off-site repair services for customers.

Assisted in installation, and maintenance of it equipment.

Assisted customers in data storage and backups

Experience with Windows operating systems (Windows XP, Vista, 7, 8.1 and 10)

Multi-tasked with PC, Desktop, laptop remote control, Instant Messenger, Email and face-to-face to fix technical issues.

Provide support for all applications running on servers and desktops and all hardware associated with the applications

Assistant Manager,

Benjamin Moore Co /Spectrum Paint

13315 Chenal Ave., Little Rock, Arkansas

September 2011 - 2014

Primary Duties

oManagerial: As a keyholder, ensure business is opened and closed punctually during hours of operation. Address client issues and concerns and determine best resolution for client/business satisfaction. Maintain file system of daily paperwork including receipts, purchase orders, and bank deposits. Arrange logistics of deliveries to local and long-distance job sites. Create purchase orders to maintain constant inventory flow from suppliers.

oCounter Salesman / Customer Service Representative: Communicate with residential and commercial clients to determine the material needs for specific projects. Assist clients in color selection by providing advice on color palettes to reflect the desired artistic and atmospheric concepts. Match competitor’s palettes and other color samples (fabric, existing color, etc.) Utilize spectrophotometer to aid in color accuracy; Make adjustments for perfection. Field incoming communications. Process client orders, schedule times and routes for deliveries. Manage cash and credit transactions, account payments, and other forms of currency exchange such as service pay outs.

Achievements

oPromoted from go-between counter sales and delivery position to Assistant Manager of the highest volume, highest earning location in the area within a year of employment. Became HAZMAT Shipping and Receiving Certified shortly after promotion. Achieved and exceeded annual sales goals for two consecutive years.

Customer Service Rep.

Lowe’s Home Improvement Stores

North Little Rock, Arkansas

April 2011-September 2011

Identify and assess customers’ needs to achieve satisfaction

Manage large amounts of incoming calls

Generate sales leads

Build sustainable relationships and trust with customer accounts through open and interactive communication

Provide accurate, valid and complete information by using the right methods/tools

Meet personal/customer service team sales targets and call handling quotas

Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution Keep records of customer interactions, process customer accounts and file documents

Follow communication procedures, guidelines and policies

Take the extra mile to engage customers

EDUCATION:

High School degree

Computer Bachelor Degree

CompTIA A+ Certification (Professional)

CompTIA N+ Certification (Professional)



Contact this candidate