Customer Service Manager

Kirkwood Community College

Associate of Science in Computer Support Specialist

Diploma: PC Technician Completed

Cumulative GPA: 3.8

Minnesota State University, Mankato MN

Bachelor of Science: Elementary Education Completed

Cumulative GPA: 3.8

Diagnosis of desktop, application, networking and infrastructure issues.

Proficiency in the troubleshooting and resolution of all client queries.

Ability to communicate effectively with a wide range of customers.

Proven aptitude for dealing with customer complaints.

Able to identify cost-effective technical solutions that meet business needs.

Ensuring that all IT changes are managed so that they minimize downtime and risk of any inconvenience.

Knowledge of data encryption methods and implementations.

Working knowledge of major networking components & hardware components.

Installation and maintenance of all systems within a client’s digital environment.

Knowledge & understanding of backup technologies & disaster recovery methods.

Ensure adequate antivirus protection & solutions are maintained and updated.

Ability to monitor network performance to determine whether adjustments need to be made.

Fully aware of the importance of data security and relevant legislation.

Provided a stabilizing influence and promoted an excellent environment conducive to increasing efficiency, enhancing quality and strengthening financial results.

Participated and contributed equally while working in a group of projects at work.

Ability to get along with all levels of people and possess strong relationship building skills.

Built effective personal relationships and networks within the team, which contributed towards achieving organizational and team successes.

Strong organizational, administrative and analytical skills.

Ability to ensure all IT systems, infrastructures, server, networks and securities are running to an efficient level.

Improving margins and maintaining a high quality service to clients.

Ability to recommend and implement technological improvements and efficiencies.

Able to develop, coordinate, delegate and plan work activities.

Quick learner, possess a broad range of experience, highly motivated, and have the ability to work in structured and unstructured environments and initiating career awareness and self-monitoring on my overall progress.

The above details are true and accurate to the best of my knowledge. Given the opportunity, I will discharge my services to the best of your satisfaction.

TekSystems (Unity Point Health) Cedar Rapids, IA

IT Help Desk October 2014 – Present

Answer inbound calls and respond to E-mails from end users

Troubleshoot and diagnose hardware and software issues

Send tickets to tier 2 support

Remote connect to end users computers to assist troubleshooting

Reset passwords in active directory and other supported applications

Update Microsoft Sharepoint Knowledge base

Assist users with enrolling into Microsoft MFA

Personal Experience Cedar Rapids, IA

Game system technician Jan 2011 – October 2014

Inspect and troubleshot broken game systems

Run tests to determine defects

Visual inspection and cleaning of internal and external components

Manage inventory of supplies and replacement parts

Experience with removing and soldering components to a printed circuit board

Provide problem resolution and support for customers

Pearson Iowa City, IA

Technical Support Representative Tier 2 Mar 2014 – June 2014

Perform as a live escalation point for troubleshooting technical issues

Input and update service tickets in a timely manner

Take inbound support calls and make outbound calls to support customers

Act as a liaison between Technical Support Specialist and Technical Support Engineering

Review cases and knowledge base to assist customers and close tickets

Aerotek: Hancor Oelwein, IA

Laborer Sept 2010 – June 2011

Day Care Oelwein, IA

Supervisor of children June 2010- Sept 2010

Hormel Foods Austin, MN

General Worker/Bacon Mold Operator Sept 2009 – May 2010

Kato Engineering North Mankato, MN

Stator Winder Oct 2008 – Jun 2009

Jumpstart Mankato, MN

Jumpstart Core Member Sept 06 – Jun 07

Wal-Mart Mankato, MN

Cashier, Lawn and Garden Aug 02 – Aug 06

Volunteering:

Rockwell Collins React Center

LEEP: Leisure Education for Exceptional People

Kids Against Hunger

CAREER SPECIFICS

An energetic, motivated and highly dynamic person with strong working skills and a broad range of hands-on and theoretical experience ranging in many areas. Adept at providing technical support and developing new processes through ongoing work, defect resolution and enhancement solutions. Expert in completing assignments within timelines. Articulate, demonstrating excellent interpersonal skills.

PROFILE

JOEL PEPPER

EDUCATION

LEADERSHIP, PROBLEM SOLVING & RESPONSIBILITY

TEAM-WORK

ORGANIZING, PLANNING & MANAGEMENT

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