Customer Service Microsoft Office

Jeff Soward

**** ******** **., ********, ** *****

Phone: 803-***-****

*******@**.**.***

Homepage: Http://www.jsoward.com

Certification

A+ certification COMP001020879734

Network + Certification (In Progress)

Professional Experience

Tech@Home Columbia SC 10/16 – Present

Tech Consultant: Lane Law Firm

Contracted by Firm to provide Desktop Support services and on call Technical support, (Windows 10)

Improved main website and developed mobile site, (www.lanelawsc.com) increasing Traffic by 86%, to the site as a whole.

Implemented a plan of network maintenance, backups and offsite storage of workstation files.to provide increased productivity.

Hardware:

Refurbish and reimage used computers and resell those computers for a profit. Upgrade machines from Window 7 to Windows 10

Elauwit Networks West Columbia SC 7/16 –10/16

Tier Two Tech (Seasonal)

Evaluate, troubleshoot, and analyze existing network, devices (Windows XP, Windows 7, Windows 8.1 and Windows 10), and equipment issues, for bulk service accounts nationwide.

Resolve or escalate both network connectivity and video issues for accounts in a time efficient manner.

Performed as weekend and nighttime supervisor.

Blue Cross Blue Shield of South Carolina 1/16 – 4/16

Workstation Support Tech (Contract)

Executed upgrade on remote workstations and laptops to Citrix receiver 4.4.

Acted as team lead for Citrix receiver update project, supervised, and supervised four junior techs.

Maintained daily installation metrics for the project.

Interacted with various computer platforms in a multi-layered Windows environment (Windows 95, Windows XP, Windows 7, Windows 8.1, Windows 10)

TD Bank, Lexington, South Carolina 1/15 - 4/15

Level One Help Desk Agent (Contract)

Provided employees with resets of passwords for both Novell and Active Directory accounts, as well as support for all applications (host and non-host) used by the bank

Assisted remote users with configuration and support of corporate laptops and Citrix remote access software. Used Remedy ticketing system in a help desk/call center environment (Windows XP, Windows 7)

Used internal knowledge base, Remedy, Microsoft Office 2010, Virtual PC, VMware, and RDC Manager

Wells Fargo, Columbia, South Carolina 11/11 - 8/14

CSR 3 (DDA & Legal queues)

Used Remedy ticketing system in a help desk/call center environment.

Used Microsoft Office including Word, Excel, and Outlook.

Escalated and routed calls as appropriate

Responsible for a Windows XP to Windows 7 conversion project configuring over 150 computers.

Provided internal customers with guidance and direction regarding policy and procedure questions, as well as branch operations

Honors: Team Hero Award, Star Team Award, Service Excellence Award, and Golden Stagecoach Award for Excellence in Customer Service. Maintained a 95% or higher satisfaction rating

Time Warner Cable, Columbia, South Carolina 6/04 - 2/11

Tier Three Technical Support

Evaluate, troubleshoot, and analyze, Internet, Wi-Fi, and VoIP with first call resolution to over 420K+ subscribers.

Remotely Configured, Wi-Fi modems. Upgraded firmware, changed channels, power settings and other functions with Linksys and Motorola equipment

Responsible for all aspects of software (including anti-virus applications) and installation, re-installation, set up and configuration (Windows 95, Windows XP, Windows 7)

Honors: 5 Year Service Award, Quality Customer Service award, Senior Technician, Acting floor lead, highest resolution percentage, and highest volume on the call center floor for six consecutive years. Requested to return to position by Executive Vice President of Human Resources.

Education

Pulaski Technical College, North Little Rock, Arkansas Attended: 2002-2004

Microcomputer Support Specialist, Honors: President's List (4.0 GPA)

Newberry College, Newberry, South Carolina Graduated: 1992

Bachelor of Business Administration, Honors: Dean's List (3.0 GPA), PC Lab Tech

Midlands Technical College, Columbia, South Carolina Graduated: 1989

Associate of Business Administration 0

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