Technical Support Customer Service

Robert Thorpe

**** ******** ** ■ Atoka, TN. ***** ■ 901-***-**** ■ ************@*****.***

SKILLS

Microsoft Office

Customer Service

Administrative Responsibilities

Cerberus Helpdesk

Hesk Helpdesk

Remote Assistance

Technical Support

Phone Support

Computer Repair

Goal-Oriented

Training Assistance

CAREER EXPERIENCE

Time Warner Cable February 2010 - January 2012

Greensboro, NC

Tier 3 Support/National Cable CARD Support

Local phone support for high speed internet and digital phone issues

National Cable CARD support for technicians and customers

Correlate multiple issues into area affecting outages

Built internal and external contact for large area issues

Create detailed reports and documentation for any new technology

Customer contact for Corporate Office of the President complaints

Point of contact for support for 3rd party manufacturers

Comcast Cable September 2006 – February 2008

Oak Brook, IL

Network Surveillance Technician/Video Content Engineer

Monitor and track progress of large area outages

Investigate and report issues in a time sensitive environment

Maintain detailed logs of video and hardware issues for tracking and reporting purposes

Update menus and content on remote servers daily

Facilitate and coordinate replacement SeaChange equipment

Defenders Technology Group August 2005 – September 2006

Ashburn, VA

Technology Assistant/Technical Support Representative

Provisioning voice and virtual private servers on Linux and Windows based systems

Troubleshoot errors during server creation remotely

Maintain, upgrade, and repair Windows based servers through remote desktop

Help desk support for billing and service affecting issues

Jay Bee Lift Truck November 2004 – August 2005

Franklin Park, IL

Technology Assistant

Design, publish, and update company website

Troubleshoot and repair company computers

Administrative duties

EDUCATION

Triton Community College

River Grove, IL

Computer maintenance, repair, and networking courses

August 2000 – May 2001

Randolph Community College

Asheboro, NC

Computer Information Technology, Networking Technology

May 2012 – Dec 2013

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