Customer Service Support

Justin C. Watson

**** ********* **** *** ** Sacramento, Ca ***********@*****.*** 916-***-****

QUALIFICATIONS

Motivated, personable information technologies professional with over ten years of experience in the customer service industry. Eight years of experience in computer services with an impeccable track record of resolving client questions. Talent for quickly mastering technology and dealing with difficult issues. Diplomatic and tactful with professionals and non-professionals at all levels. Accustomed to handling sensitive, confidential records. I will also be achieving my A+ certification in September of 2018.

Flexible and versatile – able to maintain a sense of humor under pressure. Poised and competent with ability to easily transcend cultural differences. Excellent problem-solving skills.

D.O.D. security clearance

Effective communication across all levels

Able to clarify the nature of a problem, evaluate alternatives, purpose viable solutions, and determine the outcome of the various options

Experienced in handling confidential data

Capacity to adapt to new situations and to tolerate change well

Able to establish priorities and meet deadlines

Accurately and effectively synthesize information and ideas

Able to build a relationship of mutual trust with clients

VD&C Software knowledge

Acquires new skills and knowledges with ease

Technical Proficiencies

Operating Systems

MS Windows 10, 8, 7; Apple iOS; Android Mobile Operating System

Networking

Local Area Network (LAN); Wide Area Network (WAN); build network cables

Software

Microsoft Office (Word, Excel, Outlook, PowerPoint); Exchange; McAfee Endpoint Encryption; DNA Fusion; Autodesk Suite; Adobe Creative Cloud; Office 365 Administration;

Hardware/Systems

Hard Drives; RAM; Network Cards; Optical Drives; Routers; Switches; Printers; Scanners; Desktops/Laptops; WAPs

Tools

Active Directory; McAfee Antivirus; Malware Bytes; BitLocker; Vipre for Business; Team Viewer; LogMeIn; Bomgar; DameWare; Citrix; VMWare; Network and multi user licensing

Ticketing

Remedy; Service Desk Plus; Service Now; Opus; FreshService

PROFESSIONAL EXPERIENCE

Robert Half Technology, Sacramento, Ca December 2016 – September 2017 Swinerton Builders: BTech Department

Primary support team member for construction professionals across the US.

Supports a wide range of VD&C software, specializing in the Adobe and Autodesk Suites of products.

Developed processes for the licensing of high value software and administrative privileges.

Provides accurate and up-to-date information support to fellow IT agents on a wide range of topics

Created user level documentation for installing and licensing technologically challenging software.

Maintains and organizes local software libraries used by multiple agents.

Providing training and solutions to agents in multiple departments on processes and licensing of VD&C software.

Extensive hands on SCCM and Software Center usage.

Squire Patton Boggs, Dallas, TX August 2015 – August 2016

Information Technology Department

Primary support for legal professional in two major metropolitan offices

Specialized in confidential information management

Maintained IT stability in a fast-paced, high pressure legal environment

Managed client expectations in a rapidly changing environment

Onsite Computer, Grand Prairie, TX December 2014 – June 2015

Field Technician

Traveled to client sites to install, maintain, support, and repair a wide variety of hardware, software, and programs

Provided specialized service across a twenty client accounts

Developed and executed training modalities for new and existing employees

Tek-Systems, Bedford, TX September 2013 – August 2014

Computer Services Specialist

Assisted with the deployment and installation of new software, hardware, and programs to national-scale businesses at multiple locations across a major metropolitan area

Deployed new technology and systems to bring clients to industry standards

Progressive, Richardson, TX May 2013 – June 2013

Information Technologies Support

Used client proprietary software and ticketing system

Provided specialized support to a rapidly expanding specialty retailer

Developed innovative field solution for client distribution communication devices

Cornerstone Staffing, Fort Worth, TX November 2012 – January 2013

Wireless Enforcement Department

Ensured compliance of security standards of local, state, and federal laws

Department reduced corporate sales leakage by 12% as part of first round audit process

Volt Technical Resources, Coppell, TX July 2011 – March 2012

Information Technologies Support

Supported large user base D.O.D. client in high volume atmosphere

Provided technical support across wide corporate user spectrum focusing on avionic specialists and their systems

Comanche Red River Casino, Devol, OK May 2010 – August 2010

Guest Services Representative

Managed large scale financial transactions

Provided high visibility customer-facing support in high stress environment

Perot Systems, Plano, TX December 2006 – August 2009

Information Technologies Support

Provided in-depth remote support for premier multinational law firm

Developed technical skill knowledge base while providing superior support to industry leading clientele

EDUCATION

Christian Academy of America, Flower Mound, TX September 2005

Texas State Diploma

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