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Customer Service Technical Support

Austin, Texas, United States
January 25, 2018

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**** ****** *** ***. **** ****, Austin, TX 78613 (512) ***–****


Seeking entry level/jr. desktop/helpdesk support, project management, software development, software testing, analyst, or administrative position where I can thrive in a large computing environment utilizing my skills in working with others and solving problems obtained from my technical education and experience

Technical Skills/Certifications

Development Tools: Java, SQL, VB.NET

Software: MS Access, Excel, Visio, Project, SharePoint, Zendesk, GCIC, Bullhorn

OS: Windows 7 & 10, Mac

ITIL V3 Foundation Certificate in IT Service Management April 2017 - Present

Microsoft SQL Server 2012 In progress

Previous Experience

Harte Hanks Austin, TX (Aug. 2015 – June 2017) Technical Support Representative

Diagnosed and resolved technical issues with Samsung mobile devices

Assisted customers with network related issues

Researched the web and in-house knowledge base to resolve technical matters

Remoted into customer mobile devices to complete troubleshooting steps

Generated tickets and service orders using Zendesk and GCIC

Answered and resolved 20-30 calls per day through video chat

Trained 3-4 new hires

Acted as single point of contact from first to last customer interaction

Austin Public Library Austin, TX (May 2015 - July 2015)

Technical Support Volunteer

Worked with customers to access library resources

Answered and resolved printing and computer issues

Esolvit, Inc. Austin, TX (May 2011 – Dec. 2012)

Client Executive

Partnered with various companies to determine if they had any critical resource needs

Used Bullhorn software to document and track new client development progress

Gained experience in negotiating terms and conditions of SLAs


University of Texas at San Antonio

B.B.A, Management Information Systems

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