Michael Hamilton

**** ********** **** - ******, ** 20707

acc0bu@r.postjobfree.com - 443-***-****

Technical Support Representative who is skilled at resolving complex customer service issues in a

timely manner. Analytically adept at resolving complex network issues. Critical thinker who

addresses customer support issues quickly and who consistently exceeds performance

standards. I have 4 years in technical and customer support roles. Effectively identifies problems

using advanced troubleshooting skills. Technical Customer Service Specialist with a vast

knowledge of web applications, software and framework seeking to assist clients in all

troubleshooting endeavors. Adapted with extensive experience in material handling, inspections

and shipping and receiving. Focused on continual process improvement and cost reduction.

Familiar with all aspects of logistics, shipping and receiving and general warehouse operations.

Detail-oriented, highly efficient in leading shipping and receiving operations. Also, very hard

working and hands on. A team leader with over 5 years of experience and 3 years+ of supervisor

experience. Able to lift over 120 pounds. Flexible schedule and available for all shifts.

Highlights:

Exceptional telephone etiquette

Proficient in AVG, Printers, PC Security systems

Patient and diligent

MS Office proficiency

Advanced technical knowledge

Accomplished with mobile devices

Microsoft Office expert

Shipping and receiving

Packing and scanning orders

Safety-oriented

Adaptable Results-oriented

Customer-service focused

Strong communication skills

Natural leader

Exceptional problem solver

Accomplishments:

Exceeded monthly goals by successfully handling more than 100 calls per week. Reduced

technical escalations to management by 85% to only 25 per day. Promoted to team leader within

3 months, with direct responsibility for the security, shipment, storage of chemicals that cost over

1 million in inventory. Maintained a perfect attendance record for 4 years. Named “Employee of

the Month” in January 2013, and September 2012.

Work Experience

Customer Support Specialist & Auto Detailer

Jones Junction auto dealership- Bel Air, MD

August 2009 to May 2013

Provided base level IT support to company personnel. Resolved customer complaints and

concerns with strong verbal and negotiation skills. Displayed courtesy and strong interpersonal

skills with all customer interactions. Built and maintained successful relationships with service

providers, dealers and consumers. Maintained composure and patience in face of difficult

customer situations. Support customers with online billing and account issues. Trained new

employees and explained protocols clearly and efficiently. Researched issues on various

computer systems and databases to resolve complaints and answer inquiries regarding various

chemicals and supplies. Referred difficult issues to upper management while maintaining positive

rapport with customers, and colleagues. Informed customers about issue resolution progress.

Supported customers having data connectivity issues. Provided thorough support and problem

resolution for customers while working in a fast paced environment. Accomplished in organizing

shipments and loading trucks for fast and efficient customer delivery. Detailed cars and prepared

them to be sold or delivered to the auction or back to customers. Also, worked in a fast pace

environment and always finished my daily tasks on time. Worked in all types of weather

conditions while working outside on various occasions. Maintained a clean work area and took

care of work tools, chemicals and customer cars as well.

Team Leader/ Shift Supervisor

Burger King- Edgewood, MD

August 2006 to August 2009

While working at Burger King, I was hired as a cashier and to work in the kitchen. In less than a

year, I was promoted to a shift supervisor due to my outstanding work ethic. While, being a

supervisor, I watched over my shift to make sure everyone stayed on task and maintained good

customer service. I was also in charge of counting the cashier drawers at the end of the shift and

keeping the totals in records. While there, I was a great team player and team leader.

Education

High School Diploma

Joppatowne High School -

Joppa, MD

2005 to 2009

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