Customer Service Representative

PROFESSIONAL SUMMARY

Results-oriented IT Professional with proven leadership skills. Over four years experience as a IT help-desk support specialist. Also (4+) years’ experience in NOC (Network Operations Center)

TECHNICAL SKILLS

Experience implementing and supporting Microsoft products including: Active Directory, Exchange Server, SQL Server. Proficient in Microsoft excel, Windows 98, and XP. Proficient with troubleshooting computer software and hardware as well as common networking problems and break-fix of desktops (imaging machines and troubleshooting OS errors)

EXPERIENCE

Hewlett Packard June 2015 – July 2016

Field Tech – Contractor

Assisted with Hardware PC issue

Diagnose errors or technical problems and determine proper solutions

Manage all on site installation, repair, maintenance and test tasks

Peak System - Contract January 2013 – January 2015

IT Specialist

Assisted with setting up equipment for employee use and installing operating systems

Installed cabling for internal users

Ran diagnostics test for internal users

Verizon, Atlanta, Georgia February 2012 - August 2012

Customer Service Representative (temp)

Interacted with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.

Checked to ensure that appropriate changes were made to resolve customers' problems.

Referred unresolved customer grievances to designated departments for further investigation.

Determined charges for services requested, collect deposits or payments, or arrange for billing.

Resolved customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

Quality Tech Service, Suwanee, Georgia August 2010 – December 2011

Help Desk Support

Oversaw the daily performance of computer systems. Answered user inquiries regarding computer software or hardware operation to resolve problems.

Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.

Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

Develop training materials and procedures, or train users in the proper use of hardware or software.

DI Marketing, Marietta, Georgia May 2009 – January 2011

Senior Account Manager

Assessed clients' overall financial situation by reviewing income, assets, debts, expenses, credit reports, or other financial information.

Explained services or policies to clients, such as debt management program rules, the advantages and disadvantages of using services, or creditor concession policies.

Interviewed clients by telephone or in person to gather financial information.

Negotiated with creditors on behalf of clients to arrange for payment adjustments, interest rate reductions, time extensions, or to set up payment plans.

Year Up, Atlanta, GA March 2010- January 2011

Student/ Intern

•Enrolled in a one-year intensive technical and professional skills training program that includes an opportunity to intern with a top corporation.

•Successfully completed six months of college coursework in technology (including comprehensive hardware and software components), business communications, and professional skills.

Savannah State University August 2005- December 2007

Mass Communications, earned 38 credit hours

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