Microsoft Office Customer Service
Resume:
William Paul Concepcion
Philadelphia, PA 19154
**************@*****.***
OBJECTIVE:
To acquire a position in Desktop/software support within an organization to increase the connectivity and efficiency of the overall IT department.
EDUCATION:
Lincoln Technical Institute - NE Campus Philadelphia, PA
Network Communications & Information Systems, Certificate of Diploma February 2011
GPA: 4.0
CERTIFICATIONS:
CompTIA A+
TECHNICAL SKILLS:
Possess Strong Communication, Customer Service and Organizational Skills.
Hands-On PC Configuration, Troubleshooting, Repair and Maintenance.
Networking Concepts (LANs, WANs, Protocols, Topologies, and TCP/IP).
Configured Wireless Networks.
Configured and Administered MS Windows 7 Operating Systems.
Windows XP and Windows 7, 8.1 and 10 troubleshooting and instillation.
Microsoft Office Suite 2010, 2013, 2016 and 365.
Familiar with command prompt commands and functions.
Desktop/Hard drive imagining.
Service Desk ticking system experienced.
Sales Force ticketing system experienced.
Kali Linux virtual machine instillation using Windows 7 enterprise as a host operating system.
PROFESSIONAL EXPERIENCE:
DXC.Technology (Philadelphia, PA)
Software Support Technician (3/2016 – 6/2017)
Supports Legal Solutions Suit software.
Responds to moderately complex customer inquiries to ensure customer needs are met.
Assisting the customer in resolving complex technical problems on a primary account by providing guidance
regarding software and hardware problems. Resolves and/or refers highly complex technical problems as appropriate.
Following up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon
time frame.
Logging and tracking inquiries using a problem management database and maintains history records and related
problem documentation.
Identifying, evaluating, and prioritizing customer problems and complaints to ensure that inquiries are
successfully resolved.
Analyzing and evaluates inquiry/problem reports and makes recommendations to reduce help desk call rates.
May provide leadership and work guidance to less experienced personnel.
User Account creation and maintenance.
Account unlocks and password resets.
Resolving connectivity issues.
Resolving browser issues and upgrades.
Resolving firm administrative issues.
Maintaining case Management functionality.
Administrator to CSC LSS helpdesk SharePoint website. (designed and granted different permission levels to users)
CGI (Trenton, NJ)
Technical Support Center rep – Software Support (7/2015 – 11/2015)
Provided telephone and email support primarily for the Department of Community Affairs and other state agencies for clients that file for grants to rehabilitate their properties due to the destruction of hurricane Sandy.
Assisted in the research, setup, and testing of new software releases.
Creating, managing and closing 25 to 30 tickets daily using the Service Desk application.
Responsible for trouble shooting issues in testing environments and applying them to production environments.
Tracked and route problems, requests, and document resolutions.
Assisted in the administration of web logins and passwords resets.
Thoroughly documented issues and resolutions in knowledge base of call tracking system.
Redirected problems to appropriate resource.
Identified and escalate situations requiring urgent attention.
Ensured that tickets are resolved within SLA guidelines.
Comcast Business Class (Horsham, PA)
CAE – Tech Support (9/2014 – 12/2014)
Possesses excellent knowledge of Windows and Macintosh operating
systems, internet/IP, web browsers, e-mail and other PC operating and
connectivity technologies. Diagnoses PC hardware, software, operating
system and cable modem and cabling issues.
Demonstrated knowledge of TCP/IP, LAN/WAN, cable modem and routers to
successfully evaluate and resolve escalated help desk tickets in a
timely manner and follows-up with customer to ensure resolution.
Performed advanced-level network diagnostics to identify and resolve
network configuration issues from the modem to the Internet backbone
(e.g. misallocated IP, duplicate IP, router configuration, etc.).
Provided feedback to training to assist in enhancing CAE IP curriculum
Collaborates with other business partners and internal departments to
resolve complex customer issues.
Stayed informed of all current methods, technology, policies and
procedures.
Identified customer call trends and recommends process improvement
opportunities.
Displayed excellent verbal and written communications skills, including
interest and ability in working with all levels and types of customers.
Consistently demonstrated the ability to meet higher performance
expectations (increased KPI/MPS).
STARS (Mount Laurel, NJ)
Helpdesk representative (5/2013 – 1/2014)
•Coordination of Skipjack Delivery exception queue.
•Ensure that products are successfully sent to clients.
•Management of STARS override Codes for Appraisal Portal (when and when not to issue).
•Assess issue and work to correct with appraiser.
•Appraiser Portal Setup/Password issues.
•Assess and troubleshoot appraisal portal issues.
•Trending of issues via database reporting. Assist in the development and maintenance of a problem resolution knowledge base.
•Special projects as needed.
Appraisal Underwriter – Collateral Risk Management, STARS department (7/2010 – 5/2013)
Underwrite appraisals and addenda.
Requests addenda to appraisers to correct and/or provide us with additional information to obtain and accurate appraisal report.
Add and clear property conditions that pertain to the appraisal or addendum.
Add third party certification fees if applicable.
Additional Experience
Assisted an IT Department with the migration to a new Citrix server and XP operating system by performing Client testing and working with Citrix to help users troubleshoot log-in issues.
Familiar with reinstalling Windows ME, Windows 2000, Windows XP, Windows Vista and Windows 7.
Diagnose and resolve technical hardware and software issues since 2000 for friends and family.
Familiar with Partitioning hard drives.
Contact this candidate