Technical Support Representative

Keith C. Parker

**** ******** **** **., *** – *2204, Austell Ga., 30106 404-***-****

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

Objective:

To obtain a challenging, rewarding position that best utilizes my extensive customer service and

information technology experience and ability to adapt quickly to change in a team environment

with the opportunity for professional and personal growth.

Specialized Skills:

Software: Windows XP/7, MS Office (Word, Excel, Access, Outlook), Sprint MVNO, Remote

Desktop, DNS, DHCP, Active Directory

CRM Systems: Siebel, Clarify, Telegence, Snooper, CSP, Order Track, Phoenix, Info Track, CCC

Tool, ECPV, GEOTracker, NASCO, RIMS.

Hardware: PC’s, Laptops, Printers, Routers, Mobile Phones, USB Modems and Hotspots,

Enterprise Telephony Systems

Networking: TCP/IP, Remote Connectivity, LAN / WAN, VPN

CS Skills: Technical Troubleshooting, Customer Service, Complaint Handling, User Training

and Support

Professional Experience:

Cbeyond, Atlanta Georgia 2013 - 2014

Customer Care Mobile Tech / Tier -1 Support Specialist

• Responded to incoming calls, e-mails, trouble tickets and personal requests for provisioning

troubleshooting and technical support for cellular wireless and mobile hardware devices.

• Constantly monitored trouble ticket/service request queues and mobile support and customer

care email accounts.

• Identified reported and resolved basic network and application issues that were impacting

customers in a 24x7 network operations center.

• Effectively and judiciously escalated issues to next level of support with clear communication.

• Ability to multi-task in a fast-changing, fast-paced workplace on multiple applications and

computer monitors.

• Worked seamlessly with fellow agents and departments to solve difficult customer issues.

• Assisted customers in understanding the benefits of new products, plans and features available

and made recommendations to maximize the value of services offered.

Alorica / AT&T Wireless Mobility, Kennesaw Georgia 2012 - 2013

Business Care / Customer Service Representative

• Documented and confirmed requirements for new and existing wireless clients

• Provided multiple solutions for complex technical issues

• Offered product and service recommendations to resolve all billing issues

• Supported multiple product lines such as: mobile hardware, digital media, data and rate plans,

features and services

• Participated in small to large workgroups to plan and develop customer solutions across all client

product lines

• Identified, tracked and escalated problem issues to next level of support of the escalation process

• Consistently provided solutions for internal customers, satellite offices and corporate stores in

resolving product and technical issues

• Top ranking agent on team of 15 agents for three consecutive months.

Keith C. Parker

1650 Anderson Mill Rd., Apt – 12204, Austell Ga., 30106 404-***-****

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

AT&T, Atlanta Georgia 2011 – 2012

Premises Technician, U-Verse Operations

• Responsible for the planning, installation, configuration, troubleshooting and repair of the U-Verse

integrated digital television, high speed internet and voice services, (VOIP), using category 5

cable, coax cable and existing inside telephone wires, and the complete customer satisfaction on

every install and repair.

• Maintained ranking in top percentile for job quality, customer satisfaction and job safety.

The Intown Academy, Atlanta Georgia 2010 – 2011

Food Services Coordinator / User Support Technician

• Successfully implemented new school lunch program and oversaw transition to new lunch vendor

midway into school year.

• Obtained over 125K financial reimbursement from the Georgia Department of Education for the

school lunch program.

• Diagnosed, troubleshot and resolved a variety of software, hardware and connectivity issues for

teachers and administrative staffs PC’s, Laptops, Printers, Routers and overhead projectors

• Assisted the Technology Manager with the creation of school-wide SLA which reduced system

downtime by 10%

• Initiated initiatives to reduce school-wide paper consumption by 25%

• Effectively assisted and communicated with both technical, nontechnical and sometimes

frustrated users

Ryla Teleservices, Kennesaw Georgia 2009 – 2010

Supervisor / Trainer

• Responsible for the daily management of 24 associates.

• Duties included conducting monitoring and coaching sessions with associates, delivering

feedback and tips to team members and providing call escalation assistance for associates, also

assisted Operations Manager with implementation of call center guidelines.

• Maintained Team ranking in top five of 45 teams.

Affiliated Computer Services, Atlanta Georgia 2003 – 2009

Quality Assurance Specialist

• Conducted audits of provider enrollment, claims re-audit, and finance department work samples

to ensure compliance with state and departmental regulations. Oversaw all audits in MS Access

database and provided management with audit reports.

• Created the QA department training manual, which improved the audit processes

Provider Enrollment Specialist / Customer Service Representative

• Maintained enrollment and demographic data in the MHN database for all healthcare providers

participating in the Georgia Medicaid program. Collaborated with Georgia DCH and the Georgia

Medical Care Foundation medical staff to ensure compliance with all state regulations.

• Revamped Provider Enrollment Department training manual and led all enrollment staff training

Education:

DeVry University

Bachelor of Science Degree – Network and Communications Management

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