Technical Support Customer Service
Resume:
Deborah S Collins
Phone: 518-***-****
Email: *******.***.*******@*****.***
OBJECTIVE
To obtain a challenging position utilizing my over 10 years of experience working in a
Help Desk.
CERTIFICATIONS
CompTIA A+ Certification 4/2007
Microsoft Certified Professional 1/2009
EXPERIENCE
Executech Raleigh, NC 2/2014-Present
Martin Marietta – Support Services Consultant
• Provided over the phone technical support for company employees including
software and hardware support, password reset and opening work orders with
other groups to resolve issues for callers.
• Managed the Support Services mailbox for incoming email, then assigned to
Support Services agents.
• Supported Citrix Online Plug-in and Citrix Receiver for applications and
servers/services.
• Created new users in Active Directory and added to specific AD groups after
receiving service request tickets. Also created users in JD Edwards, Seltec PE,
Seltec POS, eRocks and other company supported software applications.
• Provided after hours support for users when on call.
Nfrastructure Clifton Park, NY 1/2012-12/2013
NYS Customer Care Center (OFT/CIO/ITS)
• Provided over the phone technical support for customers including
troubleshooting network outages, isolating connectivity issues relating to state
client sites with LAN Administrators (on-site), as well as working the Network
Operations Center (NOC) for verification of power and equipment of routers and
switches, entering trouble tickets and escalating to the appropriate resolvers.
Providing VPN (Cisco client, Juniper Client and SSLVPN) support to customers,
which include alerting the appropriate groups when VPN not working as intended.
• Began supporting Windows 7 in November, 2011.
• Assisting NYS clients with the use and operation of pre-installed programs and
operating systems.
• Identified problems and implemented appropriate steps to resolve problems with
hardware and software.
• PC hardware support which includes submitting work orders for repairs for PCs,
portable computers, Blackberry, iPhones and printers, dispatching to the
appropriate vendors for warranty repairs.
• Provided for Active Directory support for 2 domains (NYS and HSEN).
• Performed password resets for state employees in Active Directory, LDAP and
proprietary tools. Also provided password resets for public users in LDAP.
• Perform the duties of Incident Management during assigned off hours, including
weekends and holidays.
• Began supporting Office 2010 in June 2011, then Office 2013 in August 2013.
Trigyn Technologies, Edison, NJ 7/2009-1/2012
NYS Customer Care Center (OFT/CIO)
• Moved from temporary employee to contractor status.
• Provided over the phone technical support for customers including
troubleshooting network outages, isolating connectivity issues relating to state
client sites with LAN Administrators (on-site), as well as working the Network
Operations Center (NOC) for verification of power and equipment of routers and
switches, entering trouble tickets and escalating to the appropriate resolvers.
Providing VPN (Cisco client, Juniper Client and SSLVPN) support to customers,
which include alerting the appropriate groups when VPN not working as intended.
• Assisting NYS clients with the use and operation of pre-installed programs and
operating systems.
• Identified problems and implemented appropriate steps to resolve problems with
hardware and software.
• PC hardware support which includes submitting work orders for repairs for PCs,
portable computers and printers, dispatching to the appropriate vendors for
warranty repairs.
• Provided for Active Directory support for 2 domains (NYS and HSEN).
• Performed password resets for state employees in Active Directory, LDAP and
proprietary tools. Also provided password resets for public users in LDAP.
• Perform the duties of Incident Management during assigned off hours, including
weekends and holidays.
• Room lead back up during assigned hours.
• Closer of the day as assigned.
• Began supporting Windows 7 in November, 2011.
Kelly Services, Albany NY 10/2008 – 7/2009
NYS Customer Care Center (OFT/CIO)
• Provided over the phone technical support for customers including
troubleshooting network outages, isolating connectivity issues relating to state
client sites with LAN Administrators (on-site), as well as working the Network
Operations Center (NOC) for verification of power and equipment of routers and
switches, entering trouble tickets and escalating to the appropriate resolvers.
Providing VPN (Cisco client, Juniper Client and SSLVPN) support to customers,
which include alerting the appropriate groups when VPN not working as intended.
• Assisting NYS clients with the use and operation of pre-installed programs and
operating systems.
• Identified problems and implemented appropriate steps to resolve problems with
hardware and software.
• PC hardware support which includes submitting work orders for repairs for PCs,
portable computers and printers, dispatching to the appropriate vendors for
warranty repairs.
• Perform the duties of Incident Management during assigned off hours, including
weekends and holidays.
• Room lead back up during assigned hours.
• Closer of the day as assigned.
Dell, Nashville TN 10/2006 – 10/2007
Dell On Call, XPS Support
• Provided over the phone technical support for consumer and business customers
using DSN, DellServ and DellConnect.
• Supporting Windows Vista, Windows XP, Windows 2000, Windows Me,
Windows 95/98.
• Installing software, hardware, firmware and drivers when necessary.
• Assisting customers with setting up both wireless and LAN connections for
business and residential customers, including configuration of networked printers.
• Determining connectivity issues and investigation of the root cause of same, then
implementing the solution to the issues if PC related or explaining the next steps
customers would have to take to resolve the issue if not PC related.
• Assisted with use and operation of pre-installed programs and operating systems.
This included the Microsoft Office Suite.
• Identified problems and implemented appropriate steps to resolve problems with
hardware and software.
RCN, Wilkes Barre, PA 6/2004 – 6/2006
Universal Technical Support Representative
• Resumed duties of Universal Technical Support Representative due to child
related issues.
RCN, Wilkes Barre, PA 1/2002 – 6/2004
Universal Technical Support Lead
• Provided desk-side and phone support for Voice, Video and Internet Support
Representatives for technical services.
• Provided desk-side support for Collections
• Took escalated calls for Collections, Customer Service/Billing, and technical calls
for all disciplines
RCN, Wilkes Barre, PA 8/2001 – 1/2002
Universal Technical Support Representative
• Provided over the phone technical support for residential and business cable
modem and dial up customers as well as telephone and cable television support.
This included monitoring Cisco Universal Broadband Routers then escalating to
the Network Operation Center or dispatching a technician to make repairs to the
customer location or to alert management as well as appropriate resolver groups
of developing problems with DNS servers, POP3 and SMTP mail servers,
• Provided router support for business and residential clients that had purchased
networking equipment from the company. Provided support for advanced
networking issues such as DNS entries
• Supporting Windows XP, Windows 2000, Windows Me, Windows 95/98 and
Macintosh OS 8.0 and higher operating systems installing software, hardware,
firmware and drivers when necessary.
• Assisted with set up of basic Internet programs and troubleshooting using
required troubleshooting tools, diagnostic trees and other tools required to resolve
customer problems.
• Identified problems and implemented appropriate steps to resolve customer
problems.
Convergys, Hazleton, PA 11/2000 – 7/2001
DSL Technical Support Supervisor
• Provided direct supervisory support for a technical team of up to 25 agents which
included providing feedback to the team in the form of quality monitoring of live
and recorded calls, tracking of daily, weekly and monthly statistics. Leading team
meetings on a weekly basis to guide agents in soft skills such as call control and
maintaining a professional demeanor on the phones as well as answering concerns
from agents and management.
• Point of contact for network issues needing escalation which included conference
calls between the NOC and customers to facilitate timely resolution.
• Floor supervisor for the entire operation, including Customer Service
Representatives, on a rotating schedule.
• Answering advanced questions of Technical Support Representatives and
management. Taking steps to provide training of representatives in router and
connectivity issues.
• Provided coverage for other supervisors' teams during vacations and illness
including progressive disciplinary action.
Convergys, Hazleton, PA 7/2000 – 8/2001
DSL Technical Support Representative
• Provided over the phone technical support for residential and business DSL
customers which included assisting customer with visible and accessible home
RJ-11 and RJ-45 cabling issues.
• Supporting Windows 2000, Windows Me, Windows 95/98 and Macintosh OS 8.0
and higher operating systems installing software, hardware and drivers when
necessary.
• Assisted with set up of basic Internet programs and troubleshooting using
required troubleshooting tools, diagnostic trees and other tools required to resolve
customer problems.
• Configured routers for business customers and troubleshooting as necessary. This
included utilizing telnet to update or reinstall scripts in the routers when possible.
If this was not possible, walking customers through the process over the phone.
EDUCATION
Currently attending ITT Technical Institute, Durham NC for Networking and System
Administration AAS.
Inducted in to the National Technical Honor Society 10/2014
Contact this candidate