Customer Service Technician

Taurean Keels

**** ********* *** ********, ** ***86 214-***-****) **@*************.****

Accomplished, achievement-driven, and results-oriented professional. Interested in working in

Systems Administration.

Qualifications

7 years of employment experience with direct customer interaction and increasing levels of

responsibility

Passionate about achieving a challenging position that allows for meaningful contributions to a

successful business

Outstanding leadership, interpersonal, planning, and communication skills

Persistent and driven, acquired Microsoft technical certification while concurrently working full-time

Excellent computer skills applications related to MS Office and the Internet

Professional Experience

Yourtechworld Technical Consulting, Houston, Texas Oct/2013 to Present

Consultant

Provided technical support and maintenance within the organization's desktop computing environment.

This includes installing, diagnosing, repairing, maintaining and upgrading all PC hardware and equipment

to ensure optimal workstation performance.

Troubleshoot problem areas (in person, by telephone, or via email) in a timely and accurate fashion, and

provided end-user assistance where required.

Assisted in developing long-term strategies and capacity planning for meeting future desktop hardware

needs.

Conducted research on desktop products in support of PC procurement and development efforts.

Evaluated and recommended products for purchase.

Wrote technical specifications for purchase of PCs, desktop hardware and related products.

S-Plus Store, Irving Texas Jun/2012 to Oct/2013

Desktop Technician

Use of Lightspeed/Merchant OS cloud based point of sale system to manage inventory, add and

maintain customer records, create work orders and trouble tickets and process sales transactions

Work with clients to resolve desktop, laptop and mobile device issues

Deployed, utilized and maintained a testing environment to validate the operation of computer and small

electronic equipment

Consistently met weekly productivity objectives established by management, in addition to meeting

established deadlines

Deployed, utilized and maintained a Windows Deployment Server in addition to its related systems

(Active Directory, DNS, DHCP), for the purpose of imaging customer laptop and desktop computers

S-Plus Warehouse, Grand Prairie Texas Aug/2008 to Jun/2012

Product Return Authorization Desktop Technician

Receiving, testing and inventorying returned desktop and server components.

Desktop support for warehouse inventory laptops and sales office desktops.

Promoted to lead technician during August 2009

Managed the DELL asset recovery program from August ‘09 to February ‘12

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Resumé of Taurean Keels Page 2

Designed and deployed a network for the purpose of sanitizing customer information from hard disk

drives

Reduced hardware and software costs while increasing profit earned on recertified hard disk drives by

repurposing older hardware and configuring the linux operating system to use with the hard drive wipe

system.

Well Watchers Oilfield Services Mar/2005 to May/2008

Field Technician

Monitored and recorded the production levels of water, oil and natural gas from gas wells

Assembled flow lines from natural gas wells to production equipment

Routine production equipment maintenance, troubleshooting and repair.

Responsible for maintaining well site security

On site technical support for desktop and laptop computer systems required for well production

monitoring.

Ethel M Chocolate Factory, Mars Incorporated Jan/2003 to Feb/2005

Customer Service Agent

Inbound call handling, assisting customers over the telephone creating orders for Ethel M and M&M

products.

Generating the store catalog mailing list.

Explained features, advantages and disadvantages of various customizations to promote sale of

customized, printed M&M products

Ensured that customer online store orders were fulfilled, including any necessary order changes and the

completion of appropriate details

Education

Graduate Diploma, Sandusky Highschool, Ohio, 1999

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