Customer Service Technician
Resume:
*** ****** ***** **. ***** 214-***-****
Terrell, Tx. 75160 Home 972-***-****
*****@*****.***
GREGORY HANDY
Information Technology Specialist
Solid knowledge of LAN/WAN network administration and support under windows NT/2000/ and XP.
Proven ability to support and troubleshoot hardware, software and networking issues.
Demonstrated ability to satisfy users through analysis and problem resolution. Recognized as the “go-to-person”
for immediate resolution to technical issues.
Organized, take-charge professional with exceptional follow-through abilities and detail orientation, able to
oversee projects from conception to successful conclusions.
Outstanding communication skills; interfaces effectively with upper management, vendors, staff, peers and
users.
Strong technical background with a solid history of delivering outstanding customer service. Genuine
commitment to quality and customer satisfaction.
Certifications
Training for conducting election in Miss. (TSX Voting Machines)
CTI PC Tech: Technician Certification Diploma
Antonelli College Degree: (Business Office Technology/ Networking
Virginia College Diploma (Networking)
Dell ESD- Certification
Dell Soft Skills- Certification
DSP- Customer Experience V.2.5 Certification
Foundations 2007 Desktop Certification
Trusted Advisor for Field Service Certification
DSP Client Onsite Troubleshooting w/Power Tester Certification
Dell Foundation 2008- Portable Certification
Dell Foundation 2008- Desktop Certification
Dell 4200 Plasma TV Certification
Dell Customer Handling Skills Certification
Dell PSU Tester Certification
Dell Service Excellence 2006
IBM-Logistics Process
DSO Process Exam
Basic Wireless Technology Certification
Linux Live Certification
Dell-DMS (Non-DSP) – Vista Certification
Dell-DMS (Non-DSP) – McAfee Security center 8.0 Certification
Dell- DMS (Non- DSP) Norton Internet Security 2007 Certification
DCSE Personal Maintenance Exam - Dimension Certification Version 6 (Non-DSP)
National Computer Science Academy
CS 313 Windows XP Professional
CH 111 Computer Hardware Technician
CH 101 PC Basics
Technical Summary
Computer Technician
Wireless Installs and various hardware repairs.
Provide help desk remote assistance via screen sharing
One- on One training
Data migration
Remote Troubleshooting
Spyware and Virus installation.
Spyware and Virus removal
Operating system installation and reinstallation with including drivers and spyware removal tools.(Win 98, Win
ME, Win 2000, Windows XP, Windows Vista, Windows7, Windows 8
DSL Installation and support
Quick problem solving and attention to detail
Network Support Specialist
Research, recommended and implemented new hardware and software into the environment to increase
efficiency. Monitored and supported internal network security, including adding/deleting users and shared
permission. Analyzed and resolved network and server connectivity issues. Administered back-
up/recovery solution utilizing Verities Backup Exec. Wireless Installs.
Assembled patch cables, Dropped Network cables (Cat 5, 5e, Cat 6, and 3) Installed a small network in
my residence. The network consists of five PC’S, Switch, 3 printers, Cable Modem, and Cat.5 cabling,
Windows 98SE and Windows XP, Windows Vista, Windows 7, and Windows 8. Server 2000- 2012.
Active Directory & Microsoft Exchange
Professional experience
May 1998 December 2000 ANTONELLI COLLEGE Jackson, MS
Internship
Degree in Business Office Technology/ Networking
October 2000 December 2000
Externship KLLM
P.C. Networking, Troubleshooting,
Freelance Computer Repair
January 2001 May 2004
Working with home user, Making house calls, installing memory, detecting and removing virus, configuring and
setting up DSL, and Cable Modems.
Installing hardware and software.
Handy Computer Services
June 2004 - November 2009
Comcast
Help Desk Analyst
December 2007 –December 2008
Technijian INC
Consultantl PC/Network Technician
March 2009- March 2010
GoodWill/ ComputerWorks
Assist. Store Manger/ Computer Tech.
April 10, 2011- September 31, 2013
Help Desk Responsibilities
1. Support the day-to-day administration of all desktop computing.
2. Provide front-line technical and software support to end-users.
3. Perform installation and routine maintenance of desktops, laptops, and servers.
4. Administer user network accounts, groups, and objects via Active Directory and Exchange
5. Maintain availability of all critical communication solutions including systems, phones, email,
wireless.
6. Provide training to end user community, and document policies, instructions, and publish user
information.
7. Assist in periodic, off-hours support, upgrades, and changes to network devices.
8. Provide customer service via telephone and/or online support.
9. Provide advanced troubleshooting to resolve issues with MacMail, Outlook, and Outlook
Express, supported operating system issues, supported browser issues, slow connections, and or
no connections.
10. Identify recurring problems with work demarcations, policies or procedures, contribute ideas
11. Interprets CSG/Comtrac information for managing issues and adjustments.
12. Punctual, regular and consistent attendance.
13. Ability to work mandatory overtime when business needs dictate.
14. Assist Call Center Supervisor/Manager with special projects and performs other duties as
assigned.
Skills/Abilities Requirements:
15. Computer literate: WINDOWS 2000, WINDOWS XP (Home and Professional), and MAC
OS 9.6 or better.
16. Previous experience with Internet browsers.
17. Demonstrated knowledge of BACC, BTS, Safari View, SVP, CADM, etc
18. Demonstrated ability to multi-task between simultaneous computer applications.
19. Troubleshooting skills and experience with computer applications, PC's and/or data lines.
20. Effective communication skills with the ability to organize time and activities efficiently.
21. Ability to work independently to resolve customer concerns and or issue
Help Desk Responsibilities
Handle ticket escalations and provides direct floor support in the Call Center. Utilizes
•
expanded permissions to provide real time resolutions.
2. All Helpdesk forms and Modems Adds will be emailed to ASC Helpdesk
************@*****.*******.***
SUBJECT Line:
•
• Dispatch ESL – “Market Name”
• Prov Status – “Market Name”
• Add Modem – “Market Name”
Attach Form
•
3. Responsible for Helpdesk forms:
Same day Go Backs
•
Repeat Service Issues
•
Quota Request for earlier Trouble Call
•
Technician No Shows – Trouble Call
•
Resolution Timeframe
Standard escalation timeframe is 24 hours.
Helpdesk Agent (HDA) will submit ticket or email to the appropriate market. HDA
will also contact the customer for additional information if needed, and call the
customer back when a resolution has been determined for the issue.
4. Responsible for Verification of Provisioning Status for CDV ONLY:
EMTA Wall Garden
•
Resolution Timeframe
Tickets received before 6 PM, will be resolved within 4 hours.
Tickets received after 6 PM, will be resolved NEXT DAY.
5. Responsible for Add Modems and/or Modem Correction forms:
Customer owned equipment
•
Incorrect equipment provisioned in billing
•
Consultant/PC/Network Technician
Responsibilities :
Identifies, troubleshoots and resolves hardware-software and network-related issues
encountered by end user of the District network, the internet and, PCs and new computer
technology.
Configures and installs Windows workstations with windows operating systems.
Trains end-users on the use and features of the various operating systems in response to
the various platforms.
Performs primary network system administration on network servers as needed.
Installs, certifies and troubleshoots network cabling infrastructure, including a wide variety of
local area network equipment and software.
Uses established tracking system to log requests: monitors progress, tracks problem
resolution, identifies patterns of failure, researches bug fixes and implements solution;
communicates with mangers regarding unresolved issues.
Work with vendors to resolve hardware operating system issues; researches and test
possible solutions and implements soulutions.
Optimizes computer usage by researching and recommending enhancements to system
capabilities and performance.
Enforces the District’s network security and installation procedures.
. Troubleshooting and networking printers .Strong understanding of software and hardware
implementation, Interact with network services, and connect desktops and laptops to
network. Provided hardware support and maintenance including installation, upgrades and
warranty repairs. Additionally, deployed new PCs transferring data, and wiping hard drives
for PCs identified for disposal or re-use. Imaging experience .
Supports, installs, maintains, troubleshoots, and coordinates the usage of local and wide
area networks (LAN and WAN), electronic mail, telecommunications, and PC based
systems and related software; evaluates hardware and software, including peripheral,
output, equipment; sets up and administers security procedures; troubleshoots problems;
recommends and implements LAN policies and procedures and ensures adherence to
security procedures; trains users on LAN operations and procedures
• Perform maintenance on computer hardware and software
• Service computers
• Set up hardware and software
• Diagnosing and repairing computer malfunctions
• Coordinate with other technicians
• Implement computer networks
• Troubleshooting
To represent the Company with honesty, enthusiasm and professionalism in all areas of customer
service. The primary focus of daily business is to satisfy all customers needs and desires within the
scope of company policies, procedures, and product line. Manages rental store engaged in renting
and/or selling specific, related, general lines of merchandise and videos by performing the following
duties personally or through subordinates.
Essential Duties And Responsibilities (Other Duties May Be Assigned):
Assists customers in all aspects of store services, handles complaints and inquiries.
Prepares work schedules and assigns employees to specific duties.
Trains and supervises employees in all areas required to operate store.
Will perform work of subordinates as needed.
Practices and ensures time utilization in all departments.
Ensures all banking is completed according to company policy (timely, correct, daily, and no more
then $700 in drawer at any time).
Responsible for all cash control and any reconciliation of problems that may arise.
Prices merchandise in a correct and timely manner.
Maintains and updates price book.
Coordinates sales promotions with the aid of the ad copy and other company info.
Maintains pre-set inventory levels.
Ensures all paperwork/reports/orders are completed in a timely manner and, faxed, or filed away in
its proper location.
Troubleshoots merchandise before sending to repair and item is properly tracked when going to or
coming back from repair.
Ensures all merchandise being transferred is in its proper location and tagged.
Performs follow up calls on deliveries, pay offs, or pickup accounts as required.
Verifies delivery invoice with drop ships before delivery truck leaves the location.
Ensures compliance of employees with established security, sales, record keeping, and employee
handbook policies.
Works required shifts and days as set by the Manager.
Ensures store is open its set operational days and hours.
Ensures store is locked and secured each night.
Ensures store is properly maintained inside and out.
Attends and participates in all managers meetings
Contact this candidate