Customer Service Technical Support

Location:

Chicago, IL

Posted:

April 20, 2014

Contact this candidate

Resume:

Eric E. Henderson

**** *. ****** ***., ***. ***, Chicago, IL 60653

Ph: 773-***-****

email: ***************@*****.***

SUMMARY OF QUALIFICATIONS

Over twenty-years of experience in Information Technology,

Administrative Support and Customer Service with major corporations.

Developed, tested, implemented and supported application programs for

complex business demands. Worked on all levels of Help Desk Support. Strong

communication, analytical, leadership and problem-solving record. Work both

independently and collectively within a team environment. Creative,

critical thinker with sound judgment and decision-making competencies. Core

disciplines include:

SKILL SET

Windows 7 Microsoft Office Suite IBM OS/2

Netscape

Microsoft Active Directory MS/Powerpoint MS/Excel Project

Mgmt.

MS/Outlook Lotus SmartSuite Lotus Notes ReachOut

MS/Word System Cloning and Imaging Support Magic

PCAnywhere

Remedy Call-Tracking PC/Laptop Repair Typing 45 WPM

User Acct Admin.

Wireless Internet Connectivity Help Desk Software Network

Admin. Customer Service

PROFESSIONAL EXPERIENCE

Primus Software Corporation - Duluth, GA 07/2013 - Present

AT&T, Inc. - Arlington Heights, IL

Customer Support Engineer/AT&T IT Help Desk - Contract

. Updating & monitoring Remedy Call-Tracking System and

escalating per SLAs

. Logs and prioritizes incoming service calls and provides

service updates to problem tickets as required by Service

Level Agreements (SLAs)

. Interface with internal and external Telecommunication

Vendors

. Ensures timely attention to the incident management process

through which incidents and resolutions are controlled.

. Support IPC Turrets and Avaya phone systems

. Conducts problem recognition, research solutions, isolation

and follow-up steps

. Responds to telephone calls, emails and personnel requests

for technical support

. Documents, tracks and monitors incidents from origin through

resolution to ensure a timely resolution

. Interact with network services, software systems engineering

and/or applications development to restore service

. Assist senior teams, business peers and clients in

identifying and correcting core problems

. Setting up and/or re-setting voice mail or user-id

access/passwords via MS/Active Directory

. Recommends system modifications to reduce incidents and

problems

Aerotek, Inc - Chicago, IL 01/2013 - 07/2013

C.H. Robinson Worldwide, Inc. - Chicago Central Office

Shipping Information Specialist - Contract

. Provided verbal & written technical support & customer

service to Carrier companies

. Coordinated Pickup and Delivery logistics with Independent

Carriers

. Provided essential information to Carriers to ensure

successful project completion

. Escalated complex issues to the appropriate customer

representatives

. Provided technical support for logistical software

LRS Consulting Services - Springfield, IL 08/2012 -

1/2013

State of Illinois Central Mgmt Services in Chicago

Network Consultant - Contract

. Installed approximately 800 new desktops for multiple state

agencies

. Re-Imaged new desktops using Ghost software for each agency

. Assisted in resolving outstanding help desk tickets using

Remedy

. Insured proper connectivity to various peripheral equipment

Aztec Supply Corp. - Bedford Park, IL 10/2010 - 08/2012

Asst. Office Manager - Part-Time

. Created and maintained spreadsheets and MS/Word documents

. Responded to customer call-in requests and/or inquiries

. Technically Assisted Field Reps and Warehouse Manager when

needed

. Provided technical software & hardware support to office

staff

Fathers Who Care Foundation - Chicago, IL 10/2011 - 05/2012

Technical Support Specialist - Freelance

. Re-imaged and upgrading approximately 50 donated desktop

computers

. Upgrades included: installing Windows XP and upgrading to

MS/Office 2007

. Established wireless internet connectivity to newly installed

desktop PC's

Department of Family and Support Services - Chicago, IL 03/2011 - 10/2011

Client Support Assistant - Contract

. Maintained computer hardware supplies and operation

. Assisted Office Staff with computer software and hardware

issues

Midway Moving & Storage, Inc. - Chicago, IL 03/2002 - 02/2010

Administrative Assistant, Dispatch Dept.

. Responsible for PC Support within the Dispatch Dept.

. Monitored field jobs to ensure schedule is maintained &

customer payments secured

. Advised Field Supervisors on the proper handling of complex

job issues and paperwork

. Maintained and upgraded office computer software and

equipment

. Created company production documents and spreadsheets upon

request

Independent Consultant - Chicago, IL 02/96 -

03/2002

Consulting Firms:

. Opportunities Group OfficeTeam Alternative

Resources, Inc. .

. RHI Consulting, Inc Manpower, Inc. Entex

. Aerotek, Inc LRS Consulting, Inc. Primus Software

Corp.

Companies worked for:

. Montgomery Ward AON Insurance Bank of America

. Sargent & Lundy, Ltd. LaSalle Bank U. S.

Cellular

. Dyntek, Inc. Child Care Initiatives DCAC of IL

. AT&T, Inc. C.H. Robinson, Inc. Santa Fe Railway

. Sears Roebuck & Co. Arthur Andersen

Assignments:

Help Desk Specialist

. Resolved clients technical issues via phone support & person-

to-person contact

. Referred to and updated Help Desk Call-Log Database

. Escalated more complex issues to Field Technicians when

required

. Set-up new network users and connectivity via Active