Customer Service Technical Support

DANIELLE N. MADISON

*** ********** *****

Shreveport La. 71106

Cell: 225-***-****

E-Mail: ********@*****.***

CAREER OBJECTIVE:

• Qualified IT professional with variety of software, hardware, and networking knowledge.

• Exceptional teamwork and leadership skills.

• Efficient troubleshooter with commitment to lifetime learning.

SUMMARY OF QUALIFICATIONS:

• Able to repair, install, upgrade and maintain desktop and notebook computers

• Ability to write engaging technical documents to assist users in software usage

• Excellent written and verbal communication skills

• Extensive knowledge of technology terms

• PC Network and IT infrastructure

• Computer hardware support

PROFESSIONAL EXPERIENCE

2013-2014 IBM, Shreveport, La

System Service Representative

• Provide onsite installation, maintenance and repair of IBM system components including

hardware, networking devices, software and operating systems

• Responsible for providing the highest client satisfaction possible with operational services,

service delivery and technical support for the clients account

• Perform service activities such as system assurance, installation, planning, system level problem

determination and account management

• Perform van inventory using Territory Manager

2011-2012 Southern University, Shreveport, La

Computer Technician

• Advising the school of hardware and software to be purchased

• Maintaining the LAN connection in the computer lab through server

• Troubleshoot software issues from virus to spyware, to running a recovery CD and bringing

computer hardware back to factory settings

• Proficiently diagnosed and replaced detective power supplies, motherboards, CPUs, Rams, video

cards, sound cards, ethernet cards, modems and external peripheral components

• Submitting monthly reports of computer lab and other computers outside the computer lab used

by Southern University faculty.

2008-2010 LSU Hospital, Shreveport, La

Microcomputer Technician

• Installed operating systems and backup files to Windows Server 2008

• Responsible for the repair and maintenance of printers, monitors, and hardware

• Provided assistance at the end house help desk providing technical support by phone and in

person to the facilities staff

• Responsible for loading new software and systems on existing equipment

• Tested systems to ensure the elimination of bugs and viruses

• Performed upgrades on existing computer systems

2006-2007 U.S. Support Company, Shreveport, La.

Technical Support Engineer

• Tech support agent for Comcast high-speed internet, Comcast wireless modems, Comcast

routers, Comcast cable modems

• Provided network connectivity and remote access phone desk support for over 1000 customers

across the country

• Provided customer service and assistance with billing and new customer orders

• Acted as an accounts payable specialist with delinquent accounts

• Dispatched Comcast Technicians in several geographical locations

• Deescalated issues with customers during emergencies such as network or server outages

• Maintain user accounts in ACSR

EDUCATION SUMMARY:

Southern University, Shreveport, La. Associate Degree in Computer Science, May, 2010

Southern University, Shreveport, La. A+ Certification, Pending July, 2014

Louisiana Department of Agriculture and Forestry, La. Service Technician State License August 2013

TECHNICAL SKILLS:

• Languages: C++, Java Script, HTML, Fortan 90

• Software: Internet Explorer, Microsoft Word, Microsoft Powerpoint, Microsoft Excel, Microsoft

Microsoft Frontpage, Microsoft Access, Microsoft Backup, Lotus Notes, Active Directory,

Remedy Ticketing

• Operating Systems: Mac OS, Windows 95/98, Windows 2000/2003, Windows Vista, Windows

XP, Windows Server 2008, Windows 7, Linux

• Hardware: Peripherals, memory cards, RAID arrays

SPECIAL TRAINING:

• IBM General Safety Training, July, 2013

• QSAR Training, July, 2013

• Electrostatic Discharge Prevention, July, 2013

• Security Requirements for Administers, July, 2013

• Cyber Security Workstation Compliance, October, 2013

• Hazard Communication Training, November, 2013

REFERENCES:

Furnished upon request

Contact this candidate