Customer Service Technician

Corey W. Butler

*** ******** *** * Passaic, N.J. 07055 * 973-***-****

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

OBJECTIVE

To acquire and maintain a full-time challenging technician position in the

I.T/Telecommunication field where I can use my experience as a catalyst in

achieving the goals and objectives of the organization.

SUMMARY OF QUALIFICATIONS

Professional Summary

o Qualified fiber-optic cable Repairer/Installer who fully

understands the process of, planning, organizing, directing, and

controlling wiring projects so that they are completed on or

before specified time frame, and with acceptable quality.

o Experienced in a wide range of communication concepts, practices,

principles, technologies and standards used to troubleshoot

workstations and networked devices.

o Skilled at troubleshooting PC's hardware, software issues as well as

networked devices such as Exchange Servers and IP print servers.

o configuring Access Lists, Firewalls, working knowledge of Intrusion

Detections Systems (IDS), and Intrusion Prevention Systems (IPS) to

secure IP networks

o Working knowledge on the configuration of Active Directory.

Proficient at creating/changing/moving and deleting User accounts

o Knowledgeable of the fundamentals of Local Area Networks (LAN),

Wide Area Networks (WAN), and the Open

o Expert in Computer Applications with extensive experience in Microsoft

Office Products

EDUCATION

DOVER BUSINESS COLLEGE, Paramus New Jersey

2003

o Diploma: PC Support and Network Administration

o GPA: 3.76, Honors

o Coursework included: A+ Hardware and software and PC support

(installation and upgrade), Windows 2000 Professional, Windows

2000 Server, Network Plus, Novell, Linux, Cisco.

o Shadow Club Member: Installation, troubleshooting, hardware and

software support for classroom computers

o Perfect Attendance Awards (Three Quarters)

RETS INSTITUTE, Nutley, New Jersey

2000

o Diploma: Electronic Engineering Technology

o Course emphasized theory and lab work in basic and solid-state

electronics, digital analog circuitry, microprocessors and computer

applications, industrial applications in these areas, and covered

troubleshooting, wiring, and soldering.

PROFESSIONAL EXPERIENCE

Desktop Field Support Technician: June

2013 to Present

Micro Strategies

o Serve as a Desktop Field Support Technician responsible for the

migration of the Valley National Bank Corporate workstations from old

PC running Windows XP to new PC systems running Windows 7. My duties

include:

o Disassembling, Inventory and documents hardware involved with

the upgrade.

o Load required software such as Microsoft 2010 Suite on new PC

installed.

o Configure and test PCs, network printers' network servers' and

multifunction devices to ensure that all devices are functioning

properly.

o Manual transfer of end user data and profile configurations from

old systems to new.

o Troubleshoot PC hardware, software and network connectivity.

o Create/change/move and delete Active Directory user accounts.

Process hardware request, and hardware move forms according to

company outlined policy

o Provide tech support to End User and resolve issues by performed

helpdesk functions such as: answering and routing calls,

creating, editing and escalating work orders and trouble tickets

and provide problem resolution.

Lead Technician (Asst. Manager)

2003 to 2010

Verizon Wireless Paramus, New Jersey

o Served as a Verizon Wireless Lead Technician/ Asst. Manager,

responsible for diagnosing troubleshoot and repair Verizon

devices. Ensured that customers had an enjoyable experience by

providing superior customer service and exceeding customer

expectations. Explained complex technical issues to customers in a

non-technical, simple to understand manner and provided

recommendations for problem resolution.

Accomplishments:

o Created schedule for 18 technicians, tabulated payroll including

overtime for direct reports.

o Kept track of all devices and inventory in stock.

o Utilized the point of sale system to maintain an accurate record

of customer information and a real-time status of each repair.

o Provided essential maintenance on Verizon Wireless cell phones and

updated new software. Kyocera certified

o Demonstrated proficiencies in telephone and front-desk reception

within a high-volume environment. Calmed upset/angry customers

researched and rapidly solved problems and rebuilt client trust to

prevent the loss of key accounts.

o Consistently praised by management for having a team-player

attitude.

o Maintained the cleanliness and professional appearance of the

store

References available upon request

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