Customer Service Quality Assurance
Resume:
Robert Beardsley
Casa De Campo Rd.
Peyton, Colorado 80831
**********@*****.***
OBJECTIVE
I expect to obtain a position where I can maximize my experience in
helpdesk, quality assurance, customer service, and a successful track
record in the helpdesk environment.
EDUCATION
. Bachelors Degree from Regis University-Computer information systems
and Networking-2001
SUMMARY OF QUALIFICATIONS
I am a results-oriented, high-energy, hands-on professional, with a
successful record of accomplishments in helpdesk operation, experience in
training, quality assurance, and customer service with focus on providing
clients with the highest quality in computer and networking issue
resolution.
Major strengths include strong leadership, excellent communication skills,
competent, strong team player, and attention to detail. I have a thorough
knowledge of current computer helpdesk practices with specific strengths in
Windows OS, Windows office products, networking issues, and hardware
trouble shooting, as well as wireless technologies, and web site
interfaces.
Excellent working knowledge of Open view service desk, and Remedy ticketing
systems.
PROFESSIONAL ACCOMPLISHMENTS
. Over Ten Years in the helpdesk and customer service arenas as an agent
and technical lead
. Successfully managed 32 agents in a Technical helpdesk in environment
. Assisted end users and technicians with hardware and software trouble
shooting and resolution
. Trouble shooting and maintenance of accounts on active directory
. Remotely installing windows applications
. Providing remote technical support for both government and private
entities.
. Troubleshooting and maintaining WAN, LAN, and Wireless networks.
. Troubleshooting Blackberry software and assisted clients in
configuring and accessing email on units
Professional Experience
January 2013-January 2014 Modis/Progressive
. Accept calls from Progressive employees and agents
. Trouble shoot network, software and hardware issues
. Access client computers and repair software issues
August 2012/January 2013 Out of work
August 2011-August 2012 Network Engineer USPS/ CIG
. Accept calls from USPS to set up printers on line
. Monitor Exchange servers for issues
. Monitor Queue for network issues
April 2011- August 2011 Customer Service/ Wow Cable and Internet
. Accept Calls from cable and internet customers
. Accept bill payment
. Trouble shoot connection issues
Out of Work Oct 2010-April 2011
Helpdesk agent and lead NYC Department of Education-Hewlett-
Packard/Volt, Colorado Springs, Colo. 2009-2010
. Accepted calls from teachers and staff of the NYC Department of
Education.
. Troubleshot and escalated software and hardware issues on
Hewlett-Packard and Dell computers as well as printers from both
manufacturers.
. Assisted clients in installing and updating printer software
. Assisted clients in management of Microsoft Outlook 2003 and
2007, including adding delegates adding address books, and
making personal folders. Clearing deleted and sent items
. Assisted clients in the management of Microsoft Excel and Word
applications and documents
Helpdesk agent and lead United States Postal Service-Hewlett-Packard/
CGS-SITEL-Volt, Colorado Springs, Colo. 2005-2009
. Successfully managed 32 helpdesk agents supporting United
States Postal Service employees
. Interacted with managers on employee hiring as well as
disciplinary actions
. Processed agent call and ticket evaluations and spoke one on one
with the agents about said evaluations.
. Maintained open dialogue with agents about critical updates to
procedures
. Intervened in disputes with customers
. Trained agents in process, best practices, and technical
expertise
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