Customer Service Quality Control

Roberto M. Sprague

** ******* **., ***. **, NYC, NY 10038

Cell: 917-***-**** ? E-mail: ***************@*****.*** ? LinkedIn:

www.linkedin.com/in/robertomsprague/

PROFESSIONAL PROFILE

CompTIA A+ and Network+ Certified Technician with extensive training in

computer assembly, repair, troubleshooting and maintenance. An analytical

and consummate professional, with outstanding problem solving skills.

Extensive administrative skills, spanning several industries. Valid NYS

driver's license.

TECHNICAL SKILLS

Overview: Able to install, troubleshoot and support operating systems and

applications, as well as manage and troubleshoot network connections and

wireless networks.

. Networking - Configure LAN /WLAN/WAN/PAN (all 802.11) network routers and

printers through secure WEPx, WPAx, and SSID. Install workgroups and

provide Remote Desktop assistance. Network printer mapping and

maintenance.

. Software - Windows 8, 7/Vista/XP, Server 2008; MS Office 2013/2010;

Google Apps; Norton Ghost; Various Antivirus Suites; Firewalls; Remote

Desktop and Help Desk Management software.

. Hardware - Desktops, laptops, printers, scanners. Format, partition EIDE,

SATA, SCSI, and SSD and perform data recovery and imaging.

PROFESSIONAL EXPERIENCE

Print Technician 2-Wells Fargo Securities

11/2006-11/2011

. Received files from clients that were to be printed and bound to their

specifications.

. Quickly and effectively solve customer challenges.

. Maintained quality control/satisfaction records, constantly seeking new

ways to improve customer service.

. Trained co-workers on the use of new printing software and equipment.

Achievements: Identified additional opportunities and increased the NY

internal billing by 56%, from $641,498.61 to $1,445,648.68.

Litigation Specialist-Document Technologies Inc., New York, N.Y.

9/2006-11/2006

. Scanning, imaging, burning of CD's and DVD's, blowbacks, labels,

numbering, as well as copy work.

. Check the production work of other team members as part of the quality

assurance (QA) procedure.

Document Specialist/Document Specialist-Temporary Positions at Adecco &

Tiger Information 2004-2006

. Scanning, imaging, burning of CD's and DVD's, blowbacks labels,

numbering, as well as copy work.

. Check the production work of other team members as part of the quality

assurance (QA) procedure.

EDUCATON

Per Scholas Institute for Technology

9/2013-1/2014

Computer Technician Training - A comprehensive I.T. curriculum,

incorporating a combination of

formal instruction and hands-on activities, in a real-world working

environment.

CUNY New York City College of Technology 29 Credits completed

2002-2004

Major: Archecture

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