Customer Service Management

**** ******* **** **

Cedar Park, TX *****

! T 512-***-****

E ************@*****.***

Objective: To obtain a position which will utilize my

background in technology, passion for customer service

excellence, and extensive server knowledge

!

Key Competencies: Customer Focus, Action Oriented, Perseverance, Technical Learning,

Drive for Results

Work Experience

Cirrus Logic - IT Support Specialist 2012 - Present Salary $50,000

• Diagnose and solve software and hardware problems for all Mac and PC products

• Establish and managed employee accounts within Active Directory and Exchange Server

• Configured VOIP Telephones using Cisco Management Tool

• Monitor equipment remotely using LANDesk

• Provide support for Citrix users

• DUO Security administration for two form authentication

• Deployed new equipment for new hires

• Provided New Hire Orientation

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Rev Worldwide - IT Support Specialist 2010 - 2012 Salary $45,000

• Monitored and maintained Help Desk inbox supporting 200+ employees globally

• Established new employee accounts using Exchange 2007

• Managed employee accounts within Active Directory 2008

• Deployed new equipment for new hires

• Oversee new equipment purchasing

• Managed access for employee security badges

• Assisted with mixed platform environment of Mac & PC

• Configured VOIP Telephones using Cisco Management Tool

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Apple, Inc. - AppleCare Representative 2003 - 2010 Salary $42,500

• Primary responsibility was responding to incoming phone calls from customers in need of

assistance regarding OSX Server, Xserve, Apple Remote Desktop, Xsan, and RAID

configurations.

• Member of a select team chosen to support elite Apple customers including educational

institutions, government agencies and high profile organizations such as Disney, NBC, CNN.

• Consistently sought by peers and management to provide consultation, mentor, and train

newly promoted agents including call monitoring, and providing feedback

• Monitored Call Center Pulse and reported inconsistencies in order to improve the team’s

performance and customer service level.

• Recognized on three occasions with an AppleCare Excellence Award. Exceeded call goals

and metrics for every month in position.

• Selected to assist in founding a team of only 10 specialists providing support for

education servers

• Played a key roll in the development of the education server team as it expanded towards

Enterprise support

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