Customer Support Manager
Resume:
Joel Common
Wellsville, New York 14895
Email: *****.******@****.***
Phone: 585-***-****
My hope is to gain employment with an employer who will recognize and utilize the skills and knowledge I have gained both formally and informally.
Professional Skills and Qualities
Primary Operating Systems and knowledge and skill
Windows (XP, Vista, Windows 7, 8, 10)
Imaging & custom image capturing
Configuration, application installation, updates
End user support/remote assistance
Windows Server (2012, 2016)
DHCP
Active Directory
File Services
IIS web hosting
Group policy
Hyper-V Virtual Machines
Windows Deployment Services
Remote Desktop
Macintosh operating systems
Installation, configuration, and usage
Linux operating systems (Ubuntu, etc.)
Installation, configuration, and usage
Android
Installation and configuration of custom ROMs
End user support
Windows Phone/Mobile
Configuration, use, end user support
Raspberry Pi Operating Systems
OSMC (Kodi)
RasPlex
Application usage and knowledge
Microsoft Office Suite
(Word, Excel, PowerPoint, Outlook, Lync, etc.)
Customer Support Ticketing systems
All modern internet browsers
Remote assistance applications
Live meeting software
VMware Horizons, Workstation, and Player
Oracle VirtualBox
Computer security and antivirus software
Microsoft Visual Studio
Adobe Photoshop
Microsoft SharePoint
WordPress
Hardware knowledge and skills
Troubleshooting hardware issues including hard drive, memory, processor, motherboard, etc.
Installing and setting up internal PC components
Laptop and mobile device repair including screen, cooling fan, and keyboard replacements
Network devices (modems, routers, switches, access points)
Thin client setup and usage
Avaya IP Phone setup and usage
Ethernet cable termination and pulling
Personal qualities
I am determined to prove my intelligence and capability to others. I strive to be professional, personable, dependable, and respectful in all work situations
Excellent interpersonal and communication skills
I enjoy working independently as well as part of a team
I am a detail orientated and prompt in all work duties
Professional Experience
Sutherland CloudSource - Microsoft Xbox Program
Rochester, New York
Support Room Supervisor and Manager on Duty
January 2017 – Current
Tracking and resolving agent-reported tech issues (equipment, VDI, applications, etc.)
Creating, updating, and maintaining a tracking system for performance of agents within the support room
Creating documentation and guides with resolutions for different call types
Tracking and recording attendance
Tracking agent’s on call and off-phone activities for schedule adherence and shrinkage management
Reviewing, approving, and actioning agent-submitted escalations
Answering questions from agents and responding to supervisor call requests
Team Manager
October 2016 – January 2017
Managing a team of customer support agents
Tracking team performance and identifying and coaching negative behaviors
Creating and fostering a team environment.
Working independently and with members of the management team
Shrinkage and attendance management
Team Coach
May 2016 – October 2016
Assisted in managing a team of customer support agents
Tracking agent and overall team performance to assure that operational goals are met
Facilitating coaching sessions with agents to develop and improve agent proficiency and performance
Analyzing and resolving complex customer’s support inquiries
Documenting daily activities and communicating that information to the management team
Customer Support Agent
October 2015 – May 2016
Answering inbound customer calls and providing exceptional customer support for the Xbox platform
Performing case wellness procedures (following up on phone calls and emails)
Committing to assisting customers until their issue is completely resolved
Account management, billing, hardware, software, network support (
Documenting and recording customer's issues
Alfred State College
Alfred, New York
June 2013 – April 2014
Student Assistant to the Network Administrator
Assisting in troubleshooting, setting up, and maintaining the campus’ network
Installing and setting up security cameras throughout the campus
Computer Repair & Custom Builds by Joel
Wellsville, New York
January 2011 – October 2015
Owner
Diagnosing and troubleshooting customer's desktop, laptop, mobile, and gaming devices
Repairing hardware related issues (Broken screens, computers that will not boot, etc.)
Business advertisement on social media, flyers, business cards
Education
Alfred State College of Technology (State University of New York)
Alfred, New York
August 2013 – April 2014
Computer Information Systems
Studied Computer Information Systems for one year
Literacy West NY, Inc.
Belmont, New York
February 2012 – June 2013
CORE Pathways Program
Studied career and college preparation and received a completion certificate
Career and Technical Education Center at Belmont (BOCES)
Belmont, New York
September 2010 – April 2011
New York State High School Equivalency Diploma
Graduated the 2-year program in 6 months
Building Technology
Studied in the Building Trades (Building Technology) vocational class
Volunteer Work and Extra-Curricular Activities
Meals on Wheels
Scio, New York
September 2014 – January 2015
Preparing and packaging meals for the elderly in Allegany County, general cleaning of the building, and dishes
Alfred State College
Alfred, New York
March 2013 – 2014
DJ at Alfred State College’s WETD 90.7 FM The Leap radio station
Managed the Mackenzie East Residency Hall Council as the Vice President
SPCA of Cattaraugus County
Olean, New York
March 2013 – July 2013
Cleaning cages, feeding and providing water to cats, general cleaning of the building
Allegany County Youth Court
Belmont, New York
2007 – July 2011
Presided over juvenile criminal trials as judge and bailiff (76 total hours)
Certifications, Awards, & Other Training
Occupational Safety and Health Administration (OSHA) 10-hour Training Course – April 2012
National Work Readiness Credential (NWRC) – June 2012
2nd Place in the Belmont BOCES Robotics Competition – 2011
2nd Place for volunteer service hours with the Allegany County Youth Court (46 Hours) – 2009
Contact this candidate