Technical Support Customer Service

MARTY HELMS

**** ****** ***, ******** **, ***** 931-***-****

******@*****.***

A Unites States Army veteran who is solutions-oriented, highly motivated customer serviced based IT specialist. With over 20 years of IT experience with installing, maintaining, and supporting hardware and software for customers such as Dyson, American Express, J.P. Morgan Chase, Federal Express, and AT&T. Proven problem solver and technical assistance authority for incoming queries and issues related to computer systems, software, and hardware. Trusted consultant to customers, vendors, and various support groups for documenting, analyzing, resolving, and escalating issues. Dependable system administration and issue resolution trainer for customers and coworkers.

EXPERIENCE

MARCH 2014 – PRESENT

SR. TECHNICAL SUPPORT ANALYST, Aspect Software Inc, Brentwood, TN

* Troubleshoot and resolve issues remotely for customers who call for support or create cases through Aspect Salesforce web interface.

* Resolve customer issues and administer Root Cause Analysis within specified SLAs.

* Create Knowledge Base articles for customer self-service and furnish resolutions for Customer Care resources.

* Coach peers to create Knowledge Base articles.

* Collaborate with customers to plan and perform upgrades to Aspect products.

* Communicate effectively and consistently with management, peers, and account team.

* Trained new hires on Aspect procedures and processes and use of the tools available to troubleshoot customer issues.

MARCH 2004 – SEPTEMBER 2013

HEADEND TECH/TECHNICAL SUPPORT, CPWS Broadband, Columbia, TN

* Assemble and install communication equipment such as data and telephone communication lines, wiring, switching equipment, wiring frames, power apparatus, computer systems, and networks.

* Install, or coordinate installation of, new or modified hardware, software, or programming modules of telecommunications systems.

EDUCATION

JUNE 1989

HIGH SCHOOL DIPLOMA, Central Cabarrus High SChool, Concord, NC

Played various High School sports. Stand out student athlete in football and baseball. Numerous Civitan and community honors

SEPTEMBER 1989

GENERAL STUDIES, Central Peidmont Community College, Charlotte, NC

SKILLS

MY DIVERSE BACKGROUND AND EXPERIENCE GO FURTHER THAN WHAT IS LISTED HERE. THIS IS JUST AN EXAMPLE OF THE DEPTH OF MY EXTENSIVE BACKGROUND.

Excellent analytical thinking and diagnostic abilities.

Strong time-management and prioritization skills.

Extensive knowledge of networking equipment, infrastructure and protocols.

Outstanding customer service skills including de-escalation tactics.

Personable attitude with a focus on customer relationship.

Exceptional technical support both verbally and written

Proficient in the use of Microsoft Office365, Salesforce CRM and many Remote Desktop tools and applications.

ACTIVITIES

I am a KCS certified Coach. This certification is for those individuals who want to demonstrate that they understand Knowledge-Centered Service (KCSSM) practices and how they provide value. This certification ensures a consistent understanding of the KCS methodology for everyone in the organization.

Numerous online and virtual classes to keep up to date on the ever-changing world of Information Technology.

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