Customer Service Technical Support

Thomas, Brandon L.

***** ***** *****, *******, **, 77099

Phone: 281-***-**** Cell 832-***-**** E-mail ************@*******.***

Objective Summary

Information Technology Professional seeking to contribute training and

skills within a Help Desk or Technical Support role. Work well

independently, or in a group setting providing all facets of computer

support. In-depth knowledge of numerous software packages, and operating

systems. Skilled at providing internal and customer end user support.

Easily, identify and resolve vast technical issues. Ability to translate

technical terms in a manner the end user can easily understand.

Key competencies

. Outstanding analytical, problem-solving, and troubleshooting ability.

. Great communication (oral and written), customer service and

interpersonal skills.

. Both independent and team worker, as required.

. MS Office proficiency and tracking-software familiarity.

. Ability to multi-task and prioritize effectively.

. Poised and patient when dealing with clients

Professional Experience

HIGHTECH COMPUTER, Franklin, Louisiana 2003 - 2013

Computer Technician\Technical support

Duties and Responsibilities:

Provide computer repair services, upgrades and technical support to small

and medium sizes business in the following scope

. Hardware: motherboards, processors, memory, hardrives cd\dvd\blue-ray

drives, video cards, sound cards, network\modem cards, switches,

routers, access points.

. Platform: Windows XP, Windows Vista, Windows 7, Windows 8, Linux

. LAN\WAN: Cabling, firewalls, routers, switches, servers and network

printers; email clients, VPNs and remote access

. Internet: internet connectivity, slow internet response and lockups,

page can't be displayed errors, configure proxy servers and firewalls.

. Peripherals: modems, access points, routers, switches, firewalls,

printers, scanners, plotters, handheld devices, mobile devices to

include Blackberry, Android and Apple

. Identify and eradicate unknown and known malicious threats such as,

Malware, Viruses, Trojans, Worms, Rootkits, and Spyware.

. Support users in the operation of mobile devices to include

Blackberry, Android and Apple devices.

. Document, track, and monitor issues by making follow up calls to make

sure the issue has been resolved

. Rely on experience and judgment to plan and accomplish goals and

timely resolutions.

. Develop a positive rapport with customers by being knowledgeable,

courteous, and informative.

. Possess the ability to explain technical information and directions in

a manner that the end user can easily grasp

Gateway, North Sioux City, South Dakota

Corporate Technical Support 2000 - 2003

Duties and Responsibilities

Provide Front-line assistance to corporate users, IT personnel and

administrators of major corporations, government agencies, and educational

institutions such as: Ford Motors, Lockheed Martin, HBO, Syracuse

University, and US Army

. Doubled as escalation first point of contact for lower level TSRs

(Tech Support Reps)

. Troubleshoot isolate and resolve Gateway PC Server, desktop, and

laptop hardware\software issues via phone and email

. Supported users in the operation of windows98, windows 2000,windows

XP, Windows 2000 server, Exchange Server 2000, windows 2003 server

. Assist troubleshoot, Install, configure and modify hardware and

software to ensure optimal performance up to SLA compliance

. Authorize RMAs for defective return parts

. Handle an average of 25 calls per day

. Resolve 95% of calls within designated time frame

. Prioritize and escalate issues through proper channels where required

. Engage and track issues, with responsibility for the timely

documentation, resolution and closure of trouble tickets.

. Interface with other Helpdesk Analyst, and management teams to make

decisions on analytical approaches to determine options to resolve

issues to the clients satisfactory.

Gateway, North Sioux City, South Dakota

Tier 1 & 2 Technical Support 1996 - 2000

Provide technical support to Gateway consumer and small business clients

via telephone

. Troubleshoot, diagnose and resolve, hardware and software, related

technical issues with small business and consumer pc users

. Troubleshoot, diagnose and resolve technical issues with third party

peripherals such as: printers and scanners

. Supported users operating windows 95, 98, ME, 2000 and Windows XP,

. Provided additional support in the operation of PC's including MS

Office 95 to office 2000

. Respond to customer questions and help desk requests in accordance

with gateway policies and procedures

. Develop the clients trust and confidence by taking ownership of

supported issues, providing friendly and accurate resolution

. Diligently search for solutions when the answers were unknown by using

problem management databases and the helpdesk system

. Escalates problems as appropriate, following established Help Desk

procedures

Education

WESTERN IOWA TECH, Sioux City, Iowa 1998 - 2000

Computer Programming

Computer network Technology

CERTIFICATIONS:

Comptia A+

Technical Skills:

Operating Systems: DOS, Windows 95, Windows 98, Windows XP, Windows,

Windows 2000, Windows Vista, Windows 7, Windows 8, Linux, Windows 2003

Server, and Windows 2008 Server, Exchange Server and Lotus (IBM) Domino

server; Novell GroupWise

Administration: Active Directory, (computer accounts, user accounts, group

accounts, folder permissions and password resets)

Network: Cabling, Strong understanding of DNS, NAT and internet protocols:

DHCP, TCP\IP, VOIP, FTP; strong knowledge of VPN protocols SSL, PPTP, L2TP,

and SSTP,

Browsers: Internet Explorer, Google Chrome, Mozilla Firefox, Safari,

Netscape Navigator

Email clients and Servers: Outlook, lotus (IBM) notes; Opera; Exchange

Server; IBM Domino

Software: Word, Excel, Access, PowerPoint, ( Office 1995 - 2013); MacAfee

security suites, Norton Internet Security suits; Norton Ghost

Documentation and Tracking: Heat, Remedy helpdesk documentation and

tracking system;

Remote access: Teamview, LogMeIn, GoToAssist, Citrix, Cisco VPN

Programming: Basic knowledge of programming languages: Basic, COBOL, JCL,

and C+

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