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Customer Service Technical Support

Location:
Lawrenceville, Georgia, United States
Salary:
17.00 to 20.00
Posted:
February 06, 2018

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Resume:

HANEEF B. HAMEED

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

LAWRENCEVILLE, GA. 30043

C: 404-***-****

E: ac4c6l@r.postjobfree.com

OBJECTIVE

TO ACQUIRE A CHALLENGING POSITION IN AN I.T. ENVIRONMENT UTILIZING MY MICROSOFT AND OTHER VARIOUS I.T. SKILLSET. WHEN IT COMES TO I.T., I’M VERSATILE IN TECHNOLOGIES, PERSISTENT IN ANALYZING AND SOLVING TECHNICAL ISSUES AND CHALLANGES, DEPENDABLE, EFFECTIVE IN COMMUNICATING, AND CUSTOMER/CLIENT FRIENDLY. IN EFFORTS TO ENHANCE MY I.T. KNOWLEDGE & VALUE, I’M ALSO CURRENTLY IN THE PROCESS OF ACQUIRING A MICROSOFT SQL SERVER DATABASE ADMINISTRATION CERTIFICATION.

SKILLSET:

Operating Systems: Windows XP, Windows 7, Windows 8, & Windows 10.

Technology: MS Office Suite, Desktop troubleshooting, Tier 1 Help Desk Support, Remote Access (RDP), Account setup, Password Resets, Active Directory, & Printer Support.

Networking: Network Hardware, & Software LAN/WAN, TCP/IP, Cisco/Nortel VPN, hubs, routers, switches, NETGEAR (Wireless Router), & Cisco VPN connectivity.

EDUCATION

Columbia High School

Technical Diploma from Cyber Center of Atlanta, Decatur, GA.

Currently studying Microsoft 2012 SQL Server Database Administration.

EXPERIENCE

PrimeCare Technologies 02/2015 to 10/2017

Provide first level contact and convey resolutions to customer issues

Properly escalate unresolved queries to the next level of support

Track, route and redirect problems to correct resources

Update customer data and produce activity reports

Walk customers through problem solving process

Follow up with customers, provide feedback and see problems through to resolution

Utilize excellent customer service skills and exceed customers expectations

Ensure proper recording, documentation and closure

Recommended procedure modifications or improvements

Wilen Technologies 06/2008 - 01/2015

Technical Support Analyst

Under little supervision, this position is responsible for providing all areas of computer related support including installation, configuration, maintenance, and troubleshooting of business/personal computers, peripherals and applications software.

Incumbents manage local area network projects and provide training on computer usage and applications software to internal staff / external clients.

Provided exceptional advanced technical support and customer service via automatic call distribution.

Apply understanding and knowledge of information systems products and services to assist users on complex technical matters.

Responsible for recognizing, researching, isolating and resolving system problems.

Provided appropriate records and prepared reports as required.

Maintained up-to-date knowledge of products and customer entitlement options to provide proper information to customers.

Knowledgeable of resource materials and proficient in providing information on client inquiries.

Demonstrated quality communication skills and exhibit a high level of professionalism with extreme sensitivity to customer satisfaction.

Respond to difficult inquiries and handle as appropriate.

UPS Health Care. 08/2006 – 05/2008

Customer Service Rep.

Smile. Greet customers and determine how to meet and exceed their expectations.

Develop & Exhibit proficiency in Customer Service, Print and Copy Services, Packaging Services, Postal, Shipping, & Freight Services.

Receive, sort and place mail in mailbox modules accurately.

Record all sales transactions on Point of Sale and accurately process cash, checks, credit card and university internal billing transactions.

Print reports as requested.

Pack contents for shipping using established procedures and products.

Deliver mail, overnight letters, parcels and facsimiles to customers.

Operate all software programs including but not limited to Point of Sale, Counter

Manifest System, Mailbox Manager, MS Office and other programs as required.

Receive and process packages for shipping, including lifting and weighing packages on scale, accessing Manifesting software, generating labels and retrieving packages from customers when requested.

Prepare documents for traces and shipping claims.

Assist in merchandising the center, including: stocking shelves with product, ensuring a clean and orderly appearance of product, informing manager of inventory levels for re-ordering supplies, being informed of product specifics (i.e. warranties, durability claims, pricing, etc.)

Open & Close out of POS to include: reconciliation of cash, checks, credit cards, and all other transactions accurately and in accordance with company policy and procedure.

Operate printer/copiers, fax machine, binding equipment and all other office machines in a safe, efficient and productive manner.

Help customers operate those machines they have access to as required.

General housekeeping duties include keeping the store neat and clean at all times.



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