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Customer Service Support

Laurel, Maryland, United States
May 30, 2017

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

silver spring, MD 20906

Cell: 301-***-****


Extensive troubleshooting and testing skills (i.e. analytic, able to narrow down on a problem, use documentation, tools to troubleshoot).

Ability to communicate at multiple levels with customers (i.e. technical and management).

Detailed oriented and able to precisely follow documented procedures.

Expert knowledge of PC hardware configuration and Windows2000, XP, Vista, 07 and 08 operating system within an enterprise IT environment.

Experience working as a member of an integrated project team to deploy and upgrade over multiple information systems at many offices throughout government facilities.


Experience with Blackberry Enterprise Management, troubleshooting and activation of other PDAs using Maas360.

Working knowledge of Active Directory.

Deployment support and troubleshooting of all PC related equipment, including desktop PCs, laptops, PC peripherals and printers.

Work closely with the service desk to ensure resolution of end user computing problems or requests in a timely fashion.

Participation in the testing of new applications, patches, and hot fixes.

Ability to analyze and understand stored procedures.

Adept at troubleshooting software/hardware issue with clients via phone, e-mail and on-line portals.

Advanced troubleshooting, problem solving and administration knowledge of SQL and other basic relational database.

A warm personality who works well with co-workers, and is patient with customers, providing quality customer service.

Achieved outstanding performance by maintaining standout record of technical support service, resolving almost 95% of all trouble tickets without escalating to senior support specialists.

A savvy and efficient worker -set up a disk cloning procedure to streamline operating system implementation and security properties configuration, which reduced workstation set up time.

Achieved high level of security and performance of systems by initiating installation of new anti-virus software and critical operating system updates.


The University of Buea, associate degree in Zoology; Cameroon; 2012

The University of Douala associate degree information technology Cameroon 2008



Cuistomer service April 2015-

Resolve customer complaints via phone, email, mail, or social media.

Use telephones to reach out to customers and verify account information.

Greet customers warmly and ascertain problem or reason for calling.

Cancel or upgrade accounts.

Assist with placement of orders, refunds, or exchanges.

Advise on company information.

Take payment information and other pertinent information such as addresses and phone numbers.

Place or cancel orders.

Answer questions about warranties or terms of sale.

Act as the company gatekeeper.

Suggest solutions when a product malfunctions.

Handle product recalls.

Attempt to persuade customer to reconsider cancellation.

Inform customer of deals and promotions.

Sell products and services.

Utilize computer technology to handle high call volumes.

Work with customer service manager to ensure proper customer service is being delivered.

Close out or open call records.

Compile reports on overall customer satisfaction.

Read from scripts.

Handle changes in policies or renewals.

GIFFGAFF August 2013- January 2015

Customer service

initial point of contact for customers with questions about their fiber-based voice, data and/or video services

Installed, assisted and troubleshot issues with Printers, and other Network, equipment’s,

Actively listen to each customer with patience and courtesy.

Trained users on network security best practice and update customer router configurations

Developed trusted relationships with customers by providing accurate and efficient support.

Use communication skills to resolve customer’s concerns related to service activation, changes and trouble reports for all Voice service features, data service PC configuration, home router configuration and email/internet applications.

Answered all helpdesk calls in a timely manner.

Issue maintenance-initiated change orders.

Analyze and isolate trouble conditions all while keeping the customer up-to-date on the status.

Dispatch trouble reports and service orders to outside installation and repair forces.

Maintain service order and trouble report status in various databases.

Negotiate dates, times and access arrangements to resolve customer service order fallout and trouble reports.

Operate a computer and wear a headset while sitting at a workstation for an extended period of time.

Frequently remote into end users computers to troubleshot and resolve issues

Provide deskside support to office and executive staff in corporate offices.

Administer Windows Print server.

Provide AD user account management

Provide remote/phone/email support to users in other geographic locations.

ORANGE CM, April 2011 – June 2013

Executive Support Specialist

Worked with a team of analysts that interacted with the senior level executives using excellent verbal/written communication skills.

Managed the service ownership which included 24/7 support for executive customers, including senior level executive home office support, support while traveling, and high touch support for their office assistants.

Efficiently managed time to best suite the schedule of executives.

Installed, configured, and troubleshot desktop systems, workstations, network, and audio/visual issues in a regulated environment.

Responsible for creating and updating all related standard operating procedures.

Gained thorough knowledge of preparedness of all changes and policies that affected executive workflow. Tracked, maintained and exceed SLA expectations.

Conducted weekly reporting on team progress, problems, and metrics.

Responsible for researching, testing, and recommending new devices/software/hardware that provided business value.

Communicated highly technical information to both technical and non-technical personnel.

Worked independently and with little supervision, and thought and acted quickly in high-pressure situations, with a high level of discretion.

Installed, configured and supported MS Windows OS (XP, Vista, 2007, 2008).

Provided mobile device support.

interact with senior management and technical people at a variety of levels as well as address technical issues with non-technical associates.

Provided technical support for meetings and national summit.

Created documentation based on incidents, research, testing and other requests.

Learned and supported new technologies, which included iPhone and other Apple products.

Provided guidance, assistance, coordination and follow-ups on complex problems to ensure resolution.

Created and maintained vendor relationships.

TrustTech Institute of Technology February 2009 – January 2011

Internet Café Support

Connected, set up and checked PCs and peripherals for normal operation.

Set up hardware and performed basic checking of networked PCs.

Provided basic training and advice on various IT and internet related matters.

Maintained the Internet Cafe’s internal network and website.

Participated in courses and other staff development activities.

Updated records of installed hardware and software; maintained a software library, and stored original copies of installed applications.

Followed Internet Cafe backup, virus protection and security procedures.

Investigated requests for support; recorded diagnostic information; retrieved details of requests, and resolved to the appropriate level.

Supported staff and users in the use of ICT resources through direct interaction and by producing simple help sheets.

Welcomed all users of the service, and assisted them as needed for issues such as logging on, using new programs, gaming, e-mailing, using cameras, etc.

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