Customer Service Support

ERIC J SCHROEDER

**** **** **. ***. *, Fairfield CA 94533

Phone: 503-***-****

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

Experienced Helpdesk Analyst / Desktop Support

Objective

To join a thriving company and offer my skills and experience to achieve excellent customer service.

Skills

• 13 years of Helpdesk experience

• 4 years of Desktop support prior to joining the Helpdesk

• All versions of Windows through 7 with brief experience on 8, and Macintosh

• All versions of Office through 2010, including extensive experience with Outlook, Word and Excel

• Active Directory for passwords, editing user accounts, Exchange information, group maintenance

• Remote support using MS RDP, PCAnywhere, ExpertAssist, TeamViewer

• Ticket creation, management and resolution primarily using the Remedy system

Employment History

Help Desk Technician, Computer User Support Specialist

01/2012 - 03/2014 Xerox 675 Texas, Ste. 3700, Fairfield, CA

• Consistently met customer Service Levels while providing excellent customer service for up to

5,000 employees

• Handled 30-50 calls per day, plus emails and customer-generated tickets and resolved 90% within

Helpdesk capabilities, and efficiently routed other issues to the appropriate support groups

• Maintained a Knowledge Base of several hundred articles to ensure consistent handling of all issues

• Trained all new Helpdesk employees in proper procedures and ticket management

• Submitted over a dozen valuable suggestions which aided in process improvements

• Quickly escalated critical issues, contacting the appropriate support person(s) and keeping customer

apprised of expected resolution

• Focused primarily on a work-around to get the customer back in business quickly if an immediate

resolution was not possible

Help Desk Technician, Computer User Support Specialist

ACS 01/2008 - 12/2011 675 Texas, Suite 3700, Fairfield, CA

(Continued to provide the same excellent customer service to a similar customer base until the contract was

bought by Xerox.)

Helpdesk Technician, Computer User Support Specialist

Lockheed Martin 01/2001 - 12/2007 NW Aloclek Pl, Beaverton, OR

(Continued to provide excellent customer service to the same Nike customer base until the contract was bought

by ACS.)

Desktop Support / Helpdesk Technician

Volt Services Group 01/2000 - 12/2001 Portland, OR

Provided Desktop support for a short-term contract and then transitioned to Helpdesk Level 2

Education History

• Self-taught on various Document and Spreadsheet programs while working as an Admin Assistant

• Apprenticed at TRM Copy Centers doing Desktop support and some phone system and user account

maintenance. Created my own Knowledge Base using Delphi

• Continued to seek improvement of my technical and customer service skills over the past 13 years

as a customer service Helpdesk Analyst

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