Customer Service Support

SUMMARY

SKILLS

EXPERIENCE

NEIL AYERS

C: 904-***-**** ***********@*****.***

U.S. Navy Retired. Seasoned IT technician and support specialist. Twenty One years experience working with and solving all problems computer and IT related to provide unmatched systems uptime while minimizing downtime.

Master Troubleshooting proficiency

Exceptional telephone etiquette

Patient and diligent

Vast technical knowledge

Aloha CFC Administrator, Aloha,

Catapult, NCC, Mako installs,

programming and onsite technical

repairs

Microsoft Windows Servers and

Workstations

DHCP/DNS Ethernet and Firewall proficient

LAN aptitude

Proficient in Printers, PC Security systems

MS Office proficiency

Accomplished with mobile devices

Helpdesk and Remote management

support

LAN aptitude

Proficient in AVG, Printers, PC Security

systems

MS Office proficiency

05/2005 to 08/2017 Systems Engineer

JCR Systems - Jacksonville, FL

Lead technician responsible for training and supporting all staff members in a 24/7 environment. Rotating on call once a month providing 24 hour assistance to all customers. Provided advanced level IT support to company personnel. Trained new employees and explained protocols clearly and efficiently. Mentored other engineers. Resolved customer concerns with advanced verbal and negotiation skills. Displayed courtesy and strong interpersonal skills with all customer interactions. Researched issues on various computer systems and databases to resolve systems down and answer inquiries. Referred difficult issues to upper management while maintaining positive rapport with customer. Supported customers having data connectivity issues. Provided thorough support and problem resolution for customers. Provided real-time support to everyday users of NCR Aloha POS, Catapult Retail Solutions, NCC POS, Tek Systems, Microsoft Windows, DataCap users, Mako Firewalls, Solar Winds Dashboard and Solar Winds Backup. Responded to customer service emails in a timely and effective manner. Handled a large volume of phone calls, dashboard concerns, chat and emails. Devised workarounds for problems. Reviewed support cases for technical and troubleshooting accuracy. Assisted in process refinement to improve customer service and support. Developed documentation for common processes for both support staff and end-users. Troubleshot hardware issues and worked with service providers to facilitate repairs. Created new accounts, reset passwords and configured access for users. liaison between customers and Software and Hardware providers. Any other helpdesk concerns from customers and Hardware and software providers. 09/2002 to 04/2005 General Manager

Books A Million - Rocky Mount, NC

Maintained a large bookstore.

05/2000 to 09/2002 Systems Administrator

Educational Resources - Norfolk, VA

Maintained a 50 seat cold call center.

05/1996 to 05/2000 Systems Coordinator

GE Financial Assurance - Norfolk, VA

Maintained 1000 seat call center.

01/1980 to 06/1996 GMM1(SW) Retired

United States Navy - USA, USA

Various

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