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Customer Service Support

Newburgh, New York, 12550, United States
January 05, 2018

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Douglas Freed

** ******* ******* *** *

New Windsor,NY 12553



Spectrum Middletown NY Cable Internet support Agent July 2017 to October 2017

Walmart Stores Newburgh,NY October 2015 to July 2017 Asset Protection Associate

Nexx Linxx Newburgh,NY October 2014 to June 2015 Call Center Agent

Tier 1 Phone,Chat,Email Technical and Customer Support for Pearson PARCC 2014-June 2015

Using Service Now Ticketing system provided Testing SoftwareTech Support to the Educational Field

Aptos Software formerly Epicor Newburgh,NY May 2005 to June 2014 Team Lead/Analyst

Created Customer Dashboard Reports for existing Helpdesk tickets using a pre-made SQL Query and Importing Data to Excel for viewing by customer. This allowed customer to view status of open Helpdesk tickets.Also used Siebel and Clientele Ticketing System to field Helpdesk calls

• Provided POS Software Hardware, portable device and network Support for applications such as Encore POS and Store 6 Helpdesk as well as Phone and VMware Remote connectivity Support. Also had some experience using Visdata Database along with Dayforce and HR Online for password administration

• Helped Field Technicians with new account roll-outs and Hardware installations

• Assisted Network and Vendor Repair Technicians from Hughes,IBM,NCR and others after phone and Remote Helpdesk troubleshooting was exhausted and onsite resolution was necessary.After repair was complete or Tech had further questions or problems remotely connected to confirm connectivity and that all problems were resolved

• Remotely added default printers after Hard drive was replaced in new equipment and assisted with installing new and replacement printers

• Prepared Route Sheets in PDF format for distribution of Servers and other types of Hardware from Regional Distribution Center to the Customer via Fedex or UPS

• Communicated with Corporate Offices via phone and email about status of current and existing problems.Dispatched and escalated problems to National Duty Manager Service Vendors such as IBM, Lexmark,Compucomm and AT&T for resolution.

Sony Electronics Central Valley 2001-2005

Provided customer service,Home Electronics knowledge and expertise to prospective Sony Home Electronics buyers.

IBM Global Services Fishkill,NY 1998-2001 Helpdesk Analyst

Significant experience with Mainframe Systems MVS,VM and AS 400 Mainframe Tech Support to IBM Internal and Commercial Customers. Addressed such problems as password resets varying off/varying on terminals and Mainframe Printers.Also contributed my knowledge and expertise to Knowledge Base articles when called upon.

Education: AAS Business and Computers SUNY Orange completed 1998

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