Customer Service Representative
Resume:
Timothy Linyard
Indianapolis, IN
**********@*****.***
Education
ITT Technical Institute, Indianapolis, IN Expected Graduation Date: September 2014
Associates of Applied Science in Network Systems Administration
The Computer Learning Center, Chicago, IL October 1985
Certificate of Computer Programming
Skills
Microsoft Office Windows XP, Windows Vista, Windows 7
Remedy ADI
Bomgar Cabling
Hardware and Software installation Customer Service
18 years Banking and Investments experience
Work Experience
Technical Support Analyst, Spectrum Technology, Indianapolis, IN July2014-October-2014
• Building desktops and laptops.
• Installing software on systems and replacing hard drives.
• Installing Windows 7, 32 and 64-bit OS and also Windows 7 migration.
• Desk side support for certain clients.
• Troubleshooting issues with hardware and software.
• Deployments to different charter schools and the NCAA doing installs and troubleshooting.
Reprogramming Agent, Tyco Integrated Security, Fishers.IN April 2014-May 2014
• Taking calls from technicians in the field reprogramming alarm panels for commercial businesses.
• Assigning new account numbers and phone numbers to panels.
• Dispatching the data entered and switching customer accounts over to Tyco from ADT.
• Once dispatched advising techs to send signals to verify panel is programmed.
• Replacing SIM cards in radios when sites do not have phone lines.
Guest Services, Holiday Inn Indianapolis, IN October 2013- March 2014
• Checking Guest in via Opera System.
• Making and cancelling reservations.
• Making sure guests’ needs are being met.
Indiana Service Desk Supervisor, Bell Techlogix Indianapolis, IN June 2011-April 2012
• Managed and trained a team of fourteen people.
• Monitored call quality of associates and carried out disciplinary actions as needed.
• Assigned and delegated various task and projects.
Advanced Helpdesk Analyst Bell Techlogix, Indianapolis, IN February 2008-June 2011
• Call center has grown to 60 people.
• Assisted Tier 1 analyst with questions in regards to trouble shooting issues.
• Initiated remote access to help customers in resolving problems.
• Traveled to nearby companies to assist in troubleshooting software and hardware issues.
• Deployed to two companies, Remy and Central Restaurant Products.
• Assisted client with issues with PC’s if software or hardware needed to be upgraded.
• Configured multiple systems such as firewalls, internet options and pop-up blockers on a daily basis.
Helpdesk Analyst, Bell Techlogix Indianapolis, IN February 2007- February 2008
• Participated in two week training program to learn troubleshooting and installation processes in a call
center environment.
• Started with eight people including myself.
• Assisted approximately twenty customers daily.
• Installed software to be used by client to perform their jobs.
• Setup PDA’s and Smartphones with software and assisted in syncing devices.
• Outstanding customer service skills resulted in personal customer request for assistance.
Computer Installation Adecco, Indianapolis, IN January 2006- February 2007
• Installed and imaged computers for IPS (Indiana Public Schools).
• Setup and configured printers.
• Installed software for students and teachers.
Member Service Representative, Americhoice, Indianapolis, IN
January 2005-December 2006
• Assisted Hoosier Healthwise and Medicaid Select members in selecting doctors.
• Educated members about the benefits they have when selecting a doctor and the network they will be in.
• Completed a Needs Assessment when needed.
Customer Service Associate, Anthem Blue Cross and Blue Shield, Indianapolis, IN
May 2004-December 2005
• Answered customer questions in regards to premiums, claims, benefits.
• Input data in the system to correct customer data.
Customer Service Rep, Surveys By Design, Indianapolis, IN January 2001-May 2004
• Made sure customers’ needs were being met,{i.e.} Benefits, payroll.
• Input data into the system, making sure customers account is up to date.
Assistant Instructor, Innovative Learning Center, Wheeler Mission Ministries, Indianapolis, IN
January 2000 – December 2001
• Assisted Learning Center students with math, English, computer applications software, and other
curriculum as necessary.
• Maintained the Learning Center computers, including loading software, problem solving PC and
network problems, and doing hardware upgrades.
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