Customer Service Technical Support

MICHAEL D. PERKINS

*** ******* **. ***** *****, South Carolina 29445

*********@***.*** https:// www.linkedin.com/in/michael-perkins-295b2ba0

Technical Support Specialist / IT Helpdesk Analyst

30 years of experience supporting a broad variety of computing platforms; from 3270 andj AS400 to Novell and Windows networking. User management including account creation and access rights assignments. In-person and remote support expert with strong customer service skills. Developed and conducted software training courses for the user community.

RELEVANT EXPERIENCE

Walmart, Mt, Pleasant SC 2016 - Present

Customer Service Manager

Manage customer needs and ensures speedy purchase processing by managing the checkout lines and assigning new cashiers as business dictates.

Address customer problems and questions immediately as they arise.

Manage associates’ questions or problems.

Primary responsibility is to be a public relations expert in the store.

Smartlinx Solutions, North Charleston SC 2014 – 2015

Software Support Analyst

Take incoming customer problem calls to determine to problem and the correct steps for resolution.

Troubleshoot the software and database and document the underlying issue.

Repair the database if necessary or make rules changes in the SQL program to achieve the resolution.

Escalate to engineers for assistance with more serious problems.

Mitchell international, San Diego, CA 2008 -2014

Work from home Technical Support Analyst

Remotely accessing customers’ systems to repair software problems or database failures.

Install software upgrades and educate to customers on how the new feature will work.

Perform customer training in the basic functions of their software.

Perform basic Networking upgrades on the individual PC as required by the software upgrade.

Bristol-Myers Squibb, Evansville, IN 1986 - 2008

Technical Support Analyst II

Manage second level trouble tickets as assigned by the Helpdesk analysts.

Address user networking problems immediately to assure a minimum of downtime.

Install and trouble shoot Printers, desktops, and laptops.

Create user accounts and manage access rights.

Install new equipment and manage office moves.

Develop training and conduct the training courses.

VOLUNTEER ACTIVITIES

Habitat for Humanity blitz 1999

Swinging a fine hammer

Assisted with framing.

Catholic Community Volunteer 1996

Landscaping –

Performed landscape and yard clean up for the elderly

EDUCATION

IVY Tech Community College

Business Administration 2009 - 2011

Selected coursework: Business Admin courses, Psychology, History. Computer Networking.

University of Evansville, Evansville, IN

Macro Economics 1998

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