Customer Service Quality Assurance

Melvin Range

**** ******* ***** ? Albany, Georgia 31721

H. 229-***-**** E.

********@*****.***

Objective

Technical-focused customer service professional with in-bound and out-bound

call center experience for leading communications companies and expert

knowledge of media and communications products and services, databases, as

well as A+ and Security+ knowledge.

Skills Summary

Skills include a demonstrated competency in various Windows-based

operating systems and applications, keyboarding proficiency and use of

automated systems. Articulate with excellent verbal and written

communication skills. Diplomatically resolve customer complaints and

diffuse tension to ensure customer retention. Proficient in building

and repairing computers, networking and virus/malware removal.

Proficient in technical based troubleshooting. Proficient in

team/supervisor management skills.

Education Summary

. Monroe H. S. Diploma June 1993

. Darton College A.A.S. in Business Computer Systems

December 1995

. DeVry University B.S. in Technical Management/CIS

February 2006

Professional Experience

Sept 2011 - Nov 2013 Self-Employed Contractor

Albany, GA

Computer Repair/Maintenance & Network Specialist/Computer Consultant

. Upgraded client computers based on needs specific to each client.

. Performed maintenance work via remote assistance on client computers

on a monthly basis or as needed.

. Setup of client networks including router setup/installation.

. Advised clients on which software/hardware solutions would best suit

their individual needs.

. Upgraded router firmware as needed and setup DDNS accounts as needed.

. Performed malware/spyware removal to allow clients to maintain optimal

productivity levels.

Sept 2005 - Sept 2011 Bethany Bible College

Albany, GA

Weekend Office Manager/Asst. Fiscal Officer/Admissions Records Clerk

. Managed and maintained students' admission records.

. Assisted with administrative fiscal accounting obligations.

. Routed calls to all faculty and staff as necessary.

. Charged with the responsibilities of computer maintenance, upkeep and

repair of all office equipment.

. Assisted in student records auditing for graduation purposes

. Helped students complete graduation forms and assisted students with

cap and gown measurements.

Apr 2001 - Sept 2005 NanoMatrix Technical Services

Albany, GA

Computer Care Specialist/Customer Care Agent

. Provided technical support to end-users for networking and

telecommunications services.

. Performed necessary research via Internet to answer customer inquiries

and resolve customer concerns.

. Troubleshot customers' broadband internet and technical issues.

. Utilized software in connection with phone, facsimile, and e-mail

communications for documentation of client services.

. Handled a high influx of inbound calls within a dynamic call center

environment.

. Exercised strong interpersonal communication skills with customers and

department personnel.

. Provided other computer services such as software/hardware installs,

upgrades, computer repair, computer building, virus/malware removal,

etc.

. Installed routers, modems and other networking devices for LANs

Dec 2000 - Oct 2001 Lucent Technologies

Norcross, GA

Production Worker Level II

. Tested optical fiber according to company guidelines and procedures.

. Used computer database system to log production entries as needed.

. Provided quality assurance and inspection services as needed.

. Participated in monthly team meetings.

References

Available upon request.

Contact this candidate