Customer Service Technician

Matthew Messer

*** ********* ***** ****# ** • Fort Walton Beach, FL 32547

904-***-**** • **********@*****.***

Talented Computer Technician, highly analytical and solutions-oriented, with

experience in personal computer repair, network administration, systems training,

and IT support. Expert administration and troubleshooting skills for Microsoft

operating systems and server products. Experience in hardware/software networking

and local area networks (LAN). Ability to successfully execute system migrations

and software upgrades. Demonstrated ability to effectively communicate application

features. Fast learner with adaptability and a great work ethic. Exceptional problem-

solving skills with a keen attention to detail.

SUMMARY OF QUALIFICATIONS

• Technical ability to repair computer hardware including Windows-based PCs

• Strong attention to detail

• Ability to manage multiple simultaneous tasks while maintaining consistent results

• Good organizational and communication skills

• Extensive experience with backup and image management software

• Ability to lift up to 50 lbs.

• Remarkable customer service skills

• Microsoft Office 2003/2007/2013, Microsoft IE 6/7/8/present

• VPN, Server hardware

• Excellent analytical and problem solving skills

• Outstanding communication skills to relate with team members and support workers

• Skilled in time, priority and task management

• Ability to work without help

• Ability to learn and relate technical concepts promptly

• Ability to work with remote users

• Microsoft Windows MS-DOS/3.x/95/98/ME/NT/2000/XP/Vista/7/8/Win Servers

• Ability to support Server team on server hardware and applications

• Good understanding of Active directory security and policies

PROFESSIONAL EXPERIENCE

Enterprise Integration, Jacksonville, FL

Service Desk Technician

• diagnose, troubleshoot and resolve a wide range of software, hardware and network

issues

• provide technical support for X number of diverse users nationally

• prioritize and escalate issues where required

• install, configure and modify hardware and software to ensure optimal performance

• plan and lead training sessions for new and existing users

• monitor, log and track all phases of help desk support

MATTHEW MESSER

904-***-**** / **********@*****.***

Bank of America Home Loans, Jacksonville, FL

Mortgage Loan Officer

• Proactively establish new residential mortgage business and mortgage products to

meet established loan quality and production goals

• Identify, Develop and Maintain quality network of business relationships that serve

as a reoccurring source of referrals for new mortgage lending opportunities

• Coordinate and Facilitate as a liaison in communicating with real estate

professionals, home builders, professional and personal contacts, as well as other

valuable referral sources regarding homeowner’s best interest

• Accomplishes mortgage loan human resource objectives by selecting, orienting,

training, assigning, scheduling, coaching, counseling, and disciplining employees;

communicating job expectations; planning, monitoring, appraising job contributions;

recommending compensation actions; adhering to policies and procedures.

• Meets mortgage loan operational standards by contributing mortgage loan

information to strategic plans and reviews; implementing production, productivity,

quality, and customer-service standards; resolving problems; identifying mortgage

loan system improvements.

• Meets mortgage loan financial standards by providing annual budget information;

monitoring expenditures; identifying variances; implementing corrective actions.

• Attracts new mortgage loan applications by developing relationships within the

community, specifically with the real estate community; making sales calls to

prospective customers.

• Approves mortgage loans by examining application and supporting documentation;

estimating credit-worthiness; calculating repayment risk.

• Competes mortgage loans by monitoring collection, verification, and preparation of

mortgage loan documentation; scheduling and completing mortgage loan closing.

• Protects bank's image by keeping mortgage loan information confidential.

• Updates job knowledge by participating in educational opportunities; reading

professional publications; maintaining personal networks; participating in

professional organizations.

• Accomplishes bank mission by completing related results as needed.

Merrill Lynch, Jacksonville, FL

Computer Technician

• Sets priorities when assisting customers by analyzing, researching, and resolving

operating system issues in a timely manner

• Resolves problems and determines which complex problems need forwarded to

more skilled personnel

• Acts as a team player attending scheduled meetings to review concerns and make

recommendations utilizing technical expertise to contribute to a more efficient

working environment

MATTHEW MESSER

904-***-**** / **********@*****.***

• Provides excellent customer service remotely by correcting software and hardware

problems with exceptional oral communication

• Demonstrates excellent written communication skills providing help desk support

for Microsoft products, operating system issues, and internet protocol concerns while

maintaining an ongoing client log

Best Buy, Jacksonville, FL

Computer Technician

• Works independently to install modems, video cards, network interface cards and all

peripheral drivers while meeting deadlines to ensure customer satisfaction

• Following procedures and protocols, answers busy multi-lined phone system to

respond to various client help desk questions: listens to concerns, assesses needs,

identifies problem, and makes recommendations based upon attention to detail, sound

judgment, and specialized training

• Performs diagnostic procedures and recommend proactive solutions to reactivate

computer systems

• Conducts operating system scans to identify viruses, adware and spyware to

eradicate them and return the system to an optimal working environment

• Exceeds patron expectations with computer issues and requests not limited to, but to

include: all hardware, LAN, WAN, VPN, TCP, IP, connectivity issues, port conflicts,

support for Windows 95/98/2000/NT/XP/Vista, MS Office 2007

United States Army, Various Duty Stations

Chemical Operations Specialist

• Maintained all assigned equipment at 100% operational readiness rate

• Analyzed data from samples through M93 Fox Reconnaissance in accordance with

Army Regulations for use in identifying downwind hazard areas

• Utilized Mass Spectrometer and Automatic Sampler of Gamma Radiation

• Acquired a variety of samples to be analyzed through M93 Fox Reconnaissance

• Assigned duties, training, and supervising subordinates in policies and procedures in

accordance to Department of Army Regulations

• Conducted nuclear, biological, and chemical training to certify soldiers prior to

being combat deployed

• Prepared and facilitated classroom nuclear, biological, and chemical training to

active, reserve, National Guard, and international soldiers

• Responsible for two M93 FOX Chemical, Biological, Radiological, and Nuclear

(CBRN) Reconnaissance vehicles and equipment totaling over $4,000,000.00

• Prepared, processed, evaluated, and distributed nuclear, biological, and chemical

intelligence reports to authorized personnel holding proper security clearances

MATTHEW MESSER

904-***-**** / **********@*****.***

EDUCATION

Licensed Massage Therapist / State of Florida

Everest University, Jacksonville, FL (2009)

Associate Degree / Computer Information Science

Everest University, Jacksonville, FL (2007)

Bachelor of Science / Information Technology Management

Trident University, Jacksonville, FL (Current)

SECURITY CLEARANCE

Secret (Expired)

Confidential (Current)

SPECIALIZED TRAINING/CERTIFICATIONS

ITIL Certified

HIPAA Certified

Licensed Massage Therapist

Chemical Reconnaissance School

Combat Lifesaver Correspondence

PROFESSIONAL DEVELOPMENT

Primary Leadership Development Course (PLDC) Supervisory Level

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