Technical Support

William J. Carver

**** ***** ***** *** ******, OH 440-***-**** *******@*******.***

Targeting Positions to Expand Current Knowledge and Skills

Upcoming Western Governors University graduate offering a strong academic background in IT combined with excellent

experience as an internet technical support helpdesk representative.

Consistently recognized for technical troubleshooting skills used to rapidly and cost effectively resolve challenging

technical issues.

Quickly learn and master new technologies; equally successful in both team and self directed settings; and proficient in

a range of computer systems, tools and testing methodologies.

Education

WESTERN GOVERNORS UNIVERSITY – Salt Lake City, UT, Degree expected 12/14

B.S. in IT GPA: 3.0/4.0

Technology Summary

Certifications: MTA: Windows Operating Systems Fundamentals, MTA: Windows Server Administration Fundamentals, MCP,

Comptia A+, Comptia Network+, Comptia Project+, CIW Foundations (v5 Associate), CIW Database Design Specialist, CIW

Certified Professional

IT Experience

Windstream Communications – Twinsburg, OH

Internet Tech Support Specialist I, Windstream Communications (2010 to Present): Provide internet, IPTV, VOIP,

cable TV support, wireless and home networking, and limited desktop support. Ability to create connections in DSlams, to

configure customers for DSL service. Created instructions on how to successfully set up Sagemcom ™ 1704 to work with CLEC

market. Redeveloped and organized Wiki page for recently acquired company. Provided assistance to the team leads as a

backup team lead. Earned commendations for teamwork, flexibility and work excellence in providing support to customers.

ECR Computers – Mount Vernon, OH

Tier II Tech Support Specialist, (2007 to 2009) Handled technical troubleshooting of dial up and dsl customers.

Provided support for billing and to the Tier I group. Engaged outages and escalated as needed. Was engaged as a team lead if

there were none available.

Dayton Job Corp – Dayton, OH

Student Supervisor, (2003 2004) Handled repairing computers, installing peripherals, assisting systems administrator. Engaged in

licensing issues, networking issues, and general trouble shooting for 3 labs. Assisted in leading the class when teacher was not

available.

Management Experience

Bob Evans – Van Wert, OH

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Shift Manager, (2005 2006) Managed 10 to 20 employees for 100% customer satisfaction. Growth and training of new and

existing employees. Monitored performance via reviews, performance action plans, ticket audits. Creating and monitoring

schedules for proper shift coverage. Proper money handling skills.

McDonalds – Lima, OH, Seneca, KS, Macedonia, OH

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Shift Manager, (2001 2005, 2014 present) Managed 10 to 20 employees for 100% customer satisfaction. Growth and training of

new and existing employees. Monitored performance via reviews and performance action plans. Creating and monitoring

schedules for proper shift coverage. Proper money handling skills. Assigning of additional duties throughout the employees

shift. Complete ordering of product and supplies. Leader of the Saftey Committee.

Selected Contributions:

Exceeded call review targets and achieved exemplary customer satisfaction scores, consistently scoring between 95%

100% on all call reviews (outperforming average of 90%).

Created instructions to set up Sagemcom™ 1704 modem for CLEC Market.

Recognized as Student Supervisor and Senior Dorm Officer.

Recognized as a Subject Matter Expert.

Available for Relocation & Travel

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