Jerry S. Cline

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

Huntersville, NC 28078

910-***-****: ac7zrh@r.postjobfree.com

EDUCATION

Associates Degree in Biomedical Equipment Technology from Stanly Community College.

CompTIA A+ certified technician.

Certificate from CPCC: Computer Technology Integration Fundamentals.

WORK/EDUCATION HISTORY

11/18-present Williams Sonoma (Temporary/Seasonal, work from home customer service agent)

Assisted customers with web-ordering, billing, and logistical issues.

Provided a high quality of customer support ensuring a positive customer experience.

Used knowledge base and problem solving skills to quickly access customer issues and make an independent decision on the best course of action to solve their problem.

6/17-12/17 Apple Technical Support (Temporary work from home position thru Kelly Connect)

Assisted inbound phone customers with technical issues with iPad, iPhone, and Apple desk/laptop computers.

Assisted with Apple id issues, basic network connectivity, IOS settings and configuration.

Utilized/updated knowledge base to research and solve customer technical issues.

1/17-6/17 Customer Service (part-time, independent contractor) Arise, Huntersville, NC

At home customer service agent for Cross Country Home Warranty Services.

Processed home warranty claims. Followed up on existing claims to resolve issues. Communicated thru chat with senior representatives to resolve complex issues and contacted service providers to schedule appointments for emergency claims.

100% work at home training and work environment as an independent contractor.

1/16-12/16 CPCC Charlotte, NC

Attended Central Piedmont Community College to receive a certificate in Computer Integration Technology Fundamentals and to take the CompTia A+ certification.

4/15-10/15 PC/POS Rework Technician Tolt Solutions(full-time temp), Charlotte,NC

Diagnosed PC/Server/Pos systems replacing nic cards, memory modules, hard drives, main boards, cpu, heat sink/fans, cmos batteries, and I/o cards ensuring units passed network connectivity tests, various diagnostics, and set bios settings according to client specifications.

Diagnosed/repaired thermal and impact printers of various models replacing main boards, impact print heads, faulty feed motors, thermal print heads, platen assemblies, rollers, and other parts.

Diagnosed/repaired different models of keyboards changing membranes, replacing main boards, fixing stuck keys, and structural repair.

Used Simms inventory management software to order good parts for units, run reports, and order defective units from the warehouse to repair.

Communicated with different departments thru outlook to locate hard to find parts and troubleshoot obscure and reoccurring problems.

7/14-3/15 Biomedical Field Service Technician Hospira, Charlotte, NC (full-time temp thru Kelly Services)

Performed remediation on Hospira A+ electro-mechanical infusion pumps at multiple hospitals in the south-east US with 100% travel.

Performed break/fix repairs.

Completed performance verification tests on A+ and A+3 triple infusion pumps using various test equipment including pressure meters, electrical safety meters, graduated cylinders, and specialized test equipment.

Completed electronic record of remediation thru Outlook.

5/13-7/13 Clinical Internship Novant Presbyterian Main Hospital, Charlotte, NC

Novant Logistics Center, Kannapolis, NC

Bench technician at the Novant Logistics Center (NLC). Updated software drug library and diagnosed/repaired, to the board and component level, BBraun outlook 100/200/300 infusion pumps.

Contacted vendors to price/order various replacement parts for assorted medical equipment including Panda infant warmers and ultrasound machines. Replaced power supply and TD boards for the Mammography department’s ultrasound unit.

Assisted the EPIC program making CAT 5e network cables and installing neuron network nodes and dash patient monitors.

Replaced defective monitors in the war room (telemetry) and CPU fan on GE server.

Performed preventative maintenance/repair on medical equipment including aspirators, defibrillators, SCDs, syringe pumps, Dash 3000 EKG/vital monitors, warming cabinets, and oxygen concentrators.

1/11-1/13 Stanly Community College Albemarle, NC

Attended to obtain associates degree in Biomedical Equipment Technology.

8/09-6/10 Technical Support Connextions, Concord, NC

Received inbound calls for Vonage VOIP phone technical support providing a high level of customer service.

Troubleshot customer's network setup to resolve issues with hardware compatibility, windows network configuration, and initial installation problems relating to using Vonage service.

Provided help with installation, network troubleshooting, and conference calls with ISPs to resolve internet connection problems.

08/08-08/09 Customer Service/Installation Tech ACN, Concord, NC

Received inbound calls assisting customers installing a VOIP video phone trouble shooting any problems that may arise due to connectivity, account setup, user error, and general customer service issues.

10/07-03/08 Help Desk Quint, Charlotte, NC (full-time temp thru AppleOne)

Internet based rewards program for clients using a virtual Visa card.

Received inbound calls to reset passwords, ran reports to resolve errors, trained customers how to use shopping portal website, and trouble shoot any problems with the customer's computer that would not allow the website to function.

03/05-05/07 Customer Service/Tier 1 Tech Support Verizon Wireless call center, Wilmington, NC

Received inbound calls and troubleshoot problems with cell phones, changed ESN/MEID numbers to activate new and existing phones, used mapping software to check coverage areas, check scan/nam settings to ensure proper function of cells, and asked probing questions to infer any other factors that could be causing the problem with cell service.

Supported all initial troubleshooting escalating to next level of support if indicated. Educated customer on products/services.

Troubleshot any billing issues using excel spreadsheets to calculate errors, issue credits, correct billing system codes, and contact other departments using outlook or over the phone to research and correct any account discrepancies.

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