Customer Service Technical Support

JACQUELYN ODAK

**** ***** ****** ** #****

HOUSTON,TX 77077

CELL832-***-****

Email:**********@*****.***

objective

Seeking a Challenging position in the Technical Support/Customer Service field within a corporation where

my expertise, communication skills and extensive knowledge can be utilized to help the company achieve

its long and short-term goals.

Experience

01/12 Present WorldVentures Houston,TX

Independent Travel Consultant

Booking International and domestic airline reservations, cruises car rentals and

the hotel reservations.

Accountable for replying high volume phone calls and the airline ticket details.

Managing complex customer conditions and special demands

Handling expenditures for every meeting with budgetary instructions.

09/ 2006 – 12/2011 Converges Inc Houston,TX

Technical Support

Answered customer’s calls regarding their web hosting services accounts i.e Yahoo small business,

Web hosting Starter, Merchant Solutions and Store

Walked customers through software installations, domain transfers, and account

activations./deactivations.

Supported various operating systems problems including Windows98,NT4.0,XP,Vista,Mac OS X

Assisted customer’s with their email configurations, browser issues, billing inquiries and provided

information about products and services.

Supported the implementation of new products and new service knowledge in the team..

Documented problem resolution using Remedy Incident Tracking System.

08/ 2005-07/2006 Stream International Richardson, TX

Technical/Customer Support Representative

Responded to end user’s calls regarding their hardware/software issues and PC configuration

problems.

Provided problem resolution for malfunctioning Hewlett Packard AIO products i.e Scanners, Printers,

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Copiers, Faxes and software installations.

Handled customer’s inquiries about products and services, account documentation in Remedy

database..

Closed follow up of call problem resolution log to ensure that every client got optimum technical

support as required.

Used computerized system to gather information, research/resolve inquiries and complaints.

Provided input to tier 2 senior for the team on any issues within the team.

Provided prompt, courteous, and complete resolution of user requests.

10/03–06/2005 Telvista Gravevine,TX

Technical Support/Customer Service

Diagnosed and troubleshot end user’s computer problems, both hardware and software.

Supported various operation system problems i.e. Windows 98,2000/NT/ME/XP,MAC OS 8.6-

10X

Assisted Verizon customers with their DSL installations, order status and password resets.

Utilized the internet/email to communicate and resolved customer’s problems and complaints.

Configured their analog modems, routers, network connectivity, email issues and answered their

inquiries about products and services.

Performed research and testing as needed to resolve customer’s needs.

Escalated calls to appropriate departments to facilitate problem resolution.

02/2001- 08/03 Southwestern Bell Plano,TX

Help Desk Analyst Tier 2

Was responsible for the identification and resolution of complex end user’s hardware and

software technical problems and malfunctions.

Assisted end user’s with their DSL installations, email configurations, Routers, LAN, password

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resets, connectivity issues and Microsoft office applications.

Provided end user’s support with various Windows Operating Systems problems i.e.

98,2000/ME/NT4.0,XP

Provided on the job technical coaching and mentored to tier1 technicians.

Supported the implementation of new products and new service knowledge in the team.

Responded to end user’s requests via phone and email.

Communicated technical/administrative information to tier 1.

Monitored and checked team compliance with approved operating standards and procedures.

Worked with other members of the operations team to resolve customer’s requests.

Education 2004-2006 COMPUTER LEARNING CENTER Hurst,TX

Diploma in-Information Systems & Support professional

A+ Professional Support Certification Program

Skills: Knowledge of: LAN/WAN Technologies (TCP/IP,DNS,DHCP, Client Server, NT); Microsoft

Office Products (Word, Excel, PowerPoint, Outlook); OS platforms (Windows

95/98,NT,2000,XP,Vista,Windows 7, MAC OS X)Remote Access, PC Hardware and Peripherals

(Dell/Compaq PC's, HP Printers, DSL,Ethernet, Problem Tracking Software (Spyware, McAfee.

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