Customer Service Technical Support
Resume:
R obert William Cummins III
Manassas, VA, 20112
********@*******.***
linkedin.com/in/robertwilliamcummins
OBJECTIVE
To advance my career as an IT support professional into a system support role that will allow
me to further utilize my knowledge of hardware and networking, as well as customer
service, to resolve customers’ and clients’ issues. I expect to continually enhance my
knowledge of IT hardware and networking infrastructures within the workplace.
Customer Service – Windows 7 – Microsoft Office Network Troubleshooting Computer
Troubleshooting OS Installation Salesforce.com Ticketing System
EDUCATION
George Mason University 2013
• B.S., Applied Information Technology
o Concentration: Information Security
o Business Minor
CERTIFICATIONS
CompTIA Network+ June 2014 – June 2017
EXPERIENCE
Technical Support Representative April 2014 Present
iCore Networks, McLean, VA
• Tier 1 – First response to Call Center, E mail, and Support Portal requests
• Customer Service
• Account administration and Maintenance
• In house and remote device configuration (ATA’s, VoIP devices)
• Cisco and Polycom VoIP phone profile builds, connectivity troubleshooting, and network
configuration
• First contact on NAKA Account Support Team
• Ticketing system, technical documentation
• Ongoing Technical Support Wiki updates and educational team presentations
Service and Support Representative January 2014 – April 2014
R obert William Cummins III
7872 Lynncrest Drive
Manassas, VA, 20112
********@*******.***
linkedin.com/in/robertwilliamcummins
Intuit, Fredericksburg, VA
• Quickbooks Online technical support
• Customer telephone support
• Troubleshooting customer issues
• Case creation, case resolution, case escalation, and case documentation
• Customer subscription and account management
Customer Service November 2010 – January 2014
Wegman’s Food Markets, Woodbridge, VA
• Incredible customer service
• Direct interaction with customers
• Use of knowledge based service to assist customers
Server June 2008 November 2010
The Electric Palm Restaurant, Occoquan, VA
• Customer service
PROJECTS & ACCOMPLISHMENTS
Part of a program at Forest Park High School that received donated government computers
•
and repaired/replaced hardware (when necessary), formatted the hard drive, installed one or
multiple operating systems, and then donated the machines to various schools in Prince
William County.
Proposed an RFP for the merging of two company buildings, virtually networked, subnetted,
•
and secured their merging, and presented the project to the head of Prince William County
Public School networks and key Cisco Executives
Implemented an IT solution (cloud based client management system) for the Black Belt
•
Academy in Fairfax, VA by analyzing and enhancing their business process flow
R obert William Cummins III
7872 Lynncrest Drive
Manassas, VA, 20112
********@*******.***
linkedin.com/in/robertwilliamcummins
• First POC for the Hollingsworth NAKA account support team at iCore Networks
Contact this candidate