Customer Service Technical Support

Resume of Jeffrey E Ward

**** ***** **** *** *** 176 Phoenix AZ 85009 / Tel# 602-***-**** email:

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

CERTIFIED COMPUTER TECHNICIAN AND TECHNICAL SUPPORT

LEVEL 1 ANALYST

SUMMARY

Certified Technician and Desktop Support Analyst with over eight years’ experience in

providing technical assistance to Small Businesses and Private Customers.

Professionally Certified by CompTIA

SKILLS & TRADES

Desktop Support Systems Help Desk Operations Copy and Print Associate

PC Training Customer Service System Maintenance

Computer System Tuning Technical Support Computer Repair

Microsoft Windows 8 Microsoft Office 2013 Security Analysis

Copier Specialist Desktop Publishing Printing Press Operator

EDUCATION AND TRAINING

College America (Associates Degree) (I.T. Network) Phx. AZ. 2013-2014

Certification of Completion (Comp. Serv. Tech.) (Training To You) Phx. AZ

Certification of Completion (Security+) (e-Learn Online Expert) Phx. AZ

Hi Tech Institute (Certificate of Completion) (I.T. Network+) Phx. AZ

Schomberg Satellite Academy High School-Bronx, NY

CERTIFICATIONS

CompTIA A+ce 2012-2015

CompTIA Network+ 2003

CompTIA Network+ce 2013-2016

CompTIA Security+ ce 2013-2016

XEROX BUSINESS SERVICE TRAINING SCHOOLS

Leadership Through Quality Customer Service-Leesburg, VA. 1991

Docutech Electronic Printer Training School-Leesburg, VA 1993

Docutech Network Training School-Leesburg, VA.1994

Mail Processing Shipping Receiving Training School-San Francisco, CA. 1995

Docutech Docucare 6180 series-San Francisco, CA. 1997

MILITARY CAREER

UNITED STATES NAVY 1983-1987

Radiomen "A" School Naval Technical Training Center-San Diego CA.

International Morse Code Training School-San Diego CA.

Xerox Copier Repair School – USS CARL VINSON CVN-70

Message Processing Data Distribution School-Cheltenham MD.

Satellite Communication Technical Control- USS CARL VINSON CVN-70

EXPERIENCE

PALADIN-INC. (HONEYWELL XEROX) Phoenix, AZ 2011-2011

Finishing, Binding and Printing

Assisted copy desktop publishing and Printing Department personnel with custom

booklet and manual binding Finishing projects using the Xerox iGen150 Electronic High

Speed Printer.

• Take and prepare customers’ orders of Custom Binding and finishing which includes

Spiral Bind, Perfect Bind, TapeBind and Lamination

• Demonstrates high quality, end results prompt, and professional customer service

and support to instill confidence advice and directions.

• Reducing the stress levels of customers by adopting a cooperative attitude and

positive approach to every printing, finishing task and assignment.

APOLLO GROUP (UNIVERSITY OF PHOENIX) Phoenix, AZ 2006-2010

Technical Support Analyst

Handled Student, Staff and Faculty Technical Support troubleshooting within a

University Online environment, including system crashes, Operating System Installation,

system slow-downs and data recovery. Helped staff newly formed staff and Faculty Help

Desk function to provide assistance to all computer users via telephone and e-mail. I

helped maintain a trouble-ticketing system to record and track user calls and e-mails. I

reported on common problems and complaints, escalating network-wide troubles to

Level 2 and Lead Technicians.

• Collected frequently asked questions (Knowledge Base) and wrote formal answers

to ensure accuracy of response and consistency with other Help Desk Personnel.

• Assisted Student, Staff and Faculty with Password Lockouts, Password Security and

recovery

• Document track and monitor problems using internal Ticketing system (HEAT)

(REMEDY) to ensure proper resolution.

• Coached, mentored and trained new Technical Support Personnel teams.

• Answered inbound Student, Staff and Faculty technical calls relating to education

services.

• Exceeded issue-resolution targets and achieved exemplary customer satisfaction

scores, consistently scoring between 95 and 100% on all calls (outperforming the

average Tech Support calls of 90%).

PITNEY BOWES-Phoenix, AZ 2005-2006

Key Operator Print Production

Coordinate and prepare projects for printing, including electronic file conversion,

document scanning and enhancement, using the Canon Image-runner Series from start

to finish and final delivery.

• Provided assistance in mail shipping and receiving to ensure proper delivery

XEROX BUSINESS SERVICES - San Francisco CA. 1987-2001

Account Associate/Coordinator

Highly skilled and reliable Xerox Digital Printing press operator and High Speed Copier

Operator with over 20 Years of industry experience.

• Set up and maintained die cut equipment and Heidelberg Quick Master 64 Digital

four color presses.

• Repair and maintenance of Xerox Copy machines, Digital Printing Press machines.

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