Customer Service Management

Warren A. Foster

**** ****** **. ** •Acworth, GA 30101

678-***-****•*********@*****.***

I T – TECHNICAL SUPPORT

A skilled, driven responsible IT support professional with known expertise for providing efficient, high quality

service to internal and external customers. Proven by excellent customer service in high call volume call

centers to customers, providing, investigating and resolving basic system configuration and setup problems,

PC software, hardware and some basic network connectivity issues.

Core Competencies

Troubleshoot Internet Connectivity • H ardware Installations • P roprietary Software

PROFESSIONAL EXPERIENCE

All State Insurance (Contract) Dec

2013 - Present

Client Support / Win xp Migration

Proven ability to independently provide technical support to computer users. Able to distinguish between

application, operating system, network, and hardware problems and resolve problems, recreate problems,

troubleshoot and escalate problems that are encountered. Provide excellent and friendly customer service. Solve

and troubleshoot complex software problems. Follow-up with customers. Document any new solutions or

problems using Remedy, and submit to management. Communicate any problems or negative customer

interactions to management.

• Windows XP and 7 Enterprise (Install, configure and trouble shoot)

• Microsoft Office 2007,2010 Professional (Install, configure and trouble shoot)

• Use USMT to create multiple images for a large scale Windows 7 deployment and migration, Diagnosing

Hardware Problems

• Working knowledge of various printers (installation and configuration)

• Enthusiasm

• Attention to detail.

• Communicates easily with non-technical individuals.

• Ability to work in a team environment.

• Ability to prioritize all tasks, projects, job duties

• Capability of working effectively under pressure

• Ability to utilize time management skills and able to multitask

• Ability to provide problem-solving solutions over the phone and through email.

• PC deployment

Warranty Corporation of America, Atlanta ● GA May

2011 - Dec 2013

• H elpdesk support for desktop/workgroup related problems as well as printers and other

• Electronic devices within a 200-user environment.

• Helped to t roubleshoot, research, and diagnose documents and resolve technical issues surrounding

W indows Xp,

• Windows 2000 professional, MS office, email, internet connections, and hardware/peripherals.

• Earned a reputation for quickly responding to calls in call queues with my team lead. Appreciated for

p rioritizing user

Requests and resolving complex issues. Successfully resolved hundreds of issues monthly without requiring

escalation to team lead.

• Team lead appreciated my technical t roubleshooting skills, positive work ethic, ambition and

dedication to

Work. Relied heavily on my ability to communicate technical concepts to end users.

E DUCATION AND CREDENTIALS

Pursuing A+ certification

Child Development BA Degree- Florida International University, Miami Florida

Certified Personal Trainer, Atlanta Georgia

Building of laptops and personal computers with reinstallation of windows operating system

Preventive Management of Aggressive Behavior (PMAB)

Certified CPR Training

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