Customer Service Support
Resume:
Darren Durkin
*** ********* ****** ******, **. **512
570-***-**** - *********@*******.***
Objective: To obtain a new and challenging IT
support position
STRENGTHS: ADP2 Government Clearance,
Foundations Certificate in IT
Service Management, Excellent
customer service skills, Excellent
oral and written communication skills, Proven ability
to reach goals,
Strong organization and analytical
skills
EXPERIENCE:
Metlife/Atos
(Oct 2000 - Present) 2ND TIER IT SUPPORT TECHNICIAN
. Team Leader for four Technical support
representatives and trainer for new
agents.
. Update and maintain Field Adjuster
Staff database.
. Edited and maintained Knowledgebase
Documents in MetLife's Knowledge
Management System within Lotus Notes.
. Support 600+ MetLife Field Claim
Adjusters and Administrative Staff with
Desktop Hardware and Software Issues.
. Responsible for analyzing,
troubleshooting and resolving LAN/WAN
hardware/software applications and
connectivity related issues including
VPN, SSL VPN (Juniper), RSA Secure ID,
soft and hard tokens, Verizon and
Sprint wireless PC Air cards, Satellite
and dial up connectivity.
. Edit user privileges in Active
Directory
. Provide second tier support for
Microsoft Office Products, Windows XP,
Lotus Notes, Avaya IP Agent and
proprietary insurance related software.
. Provide remote desktop support using,
PC Anywhere, Control F1 and Dameware
. Backup and data restoration for new
computer rollouts.
. Utilize the current call tracking
system (Remedy) to record accurate and
detailed problem information and
resolution.
Diamond Auto Glass
(Mar 98- Oct 2000) COMPUTER SUPPORT REPRESENTATIVE
. Provision of assistance with day to day
computer operations and program
information.
. Troubleshoot and instruction with in-
house POS system.
. Run tape back-ups and Sales reports
. Provide On-Site Support as well as
Remote.
TECHNICAL QUALIFICATIONS: Windows 9x/XP/2000/7,
Active Directory, McAfee, Norton, MS Office, Lotus
Notes, Outlook 2010, PC Anywhere,
Control F1, Dameware, Avaya IP Agent,
Various Internet browsers
EDUCATION:
Computer Support Specialist
Star Technical Institute, 997
ITIL Certified
Foundation Certificate in IT Service Management
Contact this candidate