Customer Service Technician

Randall Burke

Salt Lake City, UT

******.****@*****.*** - 801-***-****

WORK EXPERIENCE

Customer Service Rep

General Dynamic - Sandy, UT - September 2013 to December 2013

Answer Question as assist consumers is applying for the affordable care act at healthcare.gov

Support Technician

Mozy Remote Backup - Pleasant Grove, UT - December 2008 to December 2011

Level 1 Technician

Troubleshoot network connection issues - Troubleshoot Client/server communication - Customer retention -

Document all Troubleshooting and Escalate when needed

Level 2 Engineer

Creating and working tickets with engineering to resolve issue with client and server software - First line

contact with OEM technicians and Larger Customers - Advanced Troubleshooting and working escalated Item

- Document all Troubleshooting and Escalate when needed

Support Technician

Ikano Communication - Salt Lake City, UT - October 1999 to October 2008

Dial-up Support Technician

Talking to customers and determine issues in a timely manner - Leading customer though quickly resolving

issues - Document all Troubleshooting and Escalate when needed

DSL Support Technician

Troubleshooting networks and router on a DSL network - Working with customers Engineers and Telephone

Technicians

Web/Domain Support Technician

Troubleshooting Domain/Web Server and DNS issues - Checking, Setting and Changing rights on an IIS server

(NT4/2k)

Admin Escalations Technician

Follow up with customers on escalations, Reporting resolved issue, Getting more information, Advanced

troubleshooting - Working with customer and their Phone provider on conference calls to resolve local routing

issues - Wholesale Partner Support - Linux Server Administrator (Debian) - Web Server Administrator (Apache)

- Database server Administrator (MySQL) - Perl Programing - Javascript Programing - Ajax integration

Priority One Technician

Alorica - Magna, UT - 2001 to 2002

Supporting out of warranty systems and third party software and hardware - Overflow support for US Robotics

EDUCATION

Computer Information Systems

Salt Lake Community College - Taylorsville, UT

SKILLS

Hardware Support, Software Support, Advance Troubleshooting, Linux Server Administrator, Customer

Relations, Web Design, Programmer, Apache Administrator, Microsoft Office Suite, Open Office Suit, Perl,

ASP - JavaScript, Apache, MySQL

LINKS

http://www.linkedin.com/in/randalleburke/

Contact this candidate