Customer Service Machine Operator
Resume:
Matthew George
** ******** *** ********* ** *****
***********@*****.***
SUMMARY OF QUALIFICATIONS
Technical Support Representative with electrical and computer science networking experience. Known for the ability to utilize all resources needed to get a job done efficiently. Highly motivated, customer-focused employee.
Demonstrated strengths include:
Active Directory PC and Mac Systems Team Player
Email/Networking Help Desk Interpersonal Skills
Internet/VOIP System Problem Resolution Customer-focused
PROFESSIONAL EXPERIENCE
Physicians Alliance of CT, LLC Branford, CT 2016- Present
IT Technician
Responsible for Desktop Support and Software support for medical EHR Nextgen, for up to 350 end users. Duties included installing, operating and maintaining network services and devices and all help desk related inquires from end users via ticketing system Zendesk/Prodesk.
Install and configure local area data communications networks which may carry data, voice and video communications following organization standards.
Install, operate and maintain network services, routers, concentrators, hubs, switches, modems and other network devices following technical plans.
Install or repair Windows or Mac computers with standardized applications and networking software, diagnosing and solving problems that develop in their operations.
Assist all users with any logged IT related incidents when called upon.
Accurately record, update and document requests using the IT service desk system.
Maintain first class level of customer service ensuring all customers are treated efficiently and in an appropriate manner.
ICXpress Shelton, CT 2015
In House Technician, Per Diem
This was a per diem position that ended successfully when the job was completed. Responsible for desktop management for up to 150 end users. Duties included using an automation manager N-able to schedule patch updates and security scans as well as programming fax machines and servicing printers.
Cablevision Shelton, CT 2013 - 2016
Technical Support Representative, Level 2
Responsible for troubleshooting technical support calls including Optimum Online and Optimum VOIP services for residential and business class customers.
Troubleshoot internet connectivity and intermittent issues on Windows and Apple/MAC based products including desktops, laptops, tablets and smartphones to efficiently restore subscriber’s service.
Assist customers troubleshooting networking hardware to include routers, modems and switches reducing service down time.
Support computer software such as internet browsers, anit-virus security and email clients meeting customer needs in a timely manner.
Diagnose telephone transmission issues including no dial tone, intermittent loss of dial tone, quality of service issues, international calling and Optimum Voice features such as voicemail and hunt groups to produce a positive customer experience.
Efficient and simultaneous use of ticketing databases, customer databases and troubleshooting software to successfully isolate issues and meet customer expectations.
Effectively handle customer interactions as well as provide education with in-home solutions and self-help options resulting in a decrease of customer call backs with first call resolutions.
N &S Electric Stratford, CT February 2013 - June 2013
Electrical Apprentice
This was a contract position that ended successfully when work was completed.
Responsible for assisting with troubleshooting electrical components, wiring diagrams, transformers, motors, panels and circuits to support the electrician.
Supported the installation, maintenance and repair of electrical systems such as switch gears, motor controls, electrical panels, CT cabinets, conveyor systems, lighting and power supplies resulting in less down time for customer.
Traced out short circuits in wiring using test meters to efficiently identify problem and restore it to a safe environment.
Examined electrical units for loose connections and broken insulation, tightened connections to maintain safety and reduce fire hazard.
Constructed controllers and panels using power drills, drill presses, taps, saws and punches resulting in more time for electrician to complete projects.
Performed grounding and bonding in computer rooms, of cooling Specialty Company to assure no loss of information.
Inline Plastics Shelton, CT 2011 – 2013
Electro Mechanical Technician
Responsible for analyzing and recording test results and preparing written testing documentation, reading blueprints, schematics, diagrams and tech orders, repairing rework and calibrate hydraulic and pneumatic assemblies and systems.
Maintained technical operations by aligning, fitting and assembling component parts using hand tools, power tools, fixtures, templates and microscopes resulting in teaching the machine operator how to keep things running efficiently.
Inspected parts for surface defects to ensure greater quality.
Installed electrical and electronic parts and hardware in housings or assemblies, using soldering equipment and hand tools to lessen machine downtime.
Inline Plastics continued
Repaired, rework and calibrated hydraulic and pneumatic assemblies and systems to meet operational specifications and tolerances by using computer skils to effectively support the team.
ATT U-Verse Norwalk, CT 2010 – 2011
Installation Technician
Responsible for customer service, installation and troubleshooting cable, internet and telephone. Desk top support for clients at their residences or offices.
Provided full service support by educating customers on services. Features and functions of purchased services resulting in increased customer satisfaction.
Verified the proper functioning of all services and features resulting in time savings for the organization and seamless use of service for customers.
Installed and rearranged inside wires, worked in small confined spaces using hand tools and working in all types of weather to provide fast, immediate service resulting in increased customer loyalty.
ATT Milford 2008 – 2010
Sales Support Representative
Responsibilities included customer service, sales and billing.
Listened to customers’ needs to provide suggestions of products available to satisfy those needs resulting in strong customer rapport.
Provided inventory management including ordering, receiving, returning, and tracking equipment and supplies resulting in no downtime of service and enough stock to fill all customer orders.
Processed and prepared daily reports to provide accurate, timely data to management to support the business goals.
Balanced cash drawer daily, prepared and made deposits providing proper handling of all cash to lessen risk of shortages to organization.
Computer Certification
Network+
Electrical Program Certification 2011
Lincoln Technical Institute
Shelton, CT
Software/OS
Microsoft Office Suite, Windows OS, Mac OSX/iOS, Linux (Ubuntu), Server 2012, Lansweeper, PDQ, Wireshark, Solarwinds N-able, Zendesk, Prodesk, VNC, Go to assist, Clonezilla.
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