Customer Service Technical Support

RODNEY ADRIAN CHANDLER

Phone: 980-***-****

E-mail: *****************@*****.***

OBJECTIVE

A dedicated, focused and detailed individual, interested in obtaining a

position within an organization that will utilize my experience and

knowledge to assist in providing excellent service.

COMPUTER SKILLS and ABILLITES

. Utilize various MS-Windows operating systems including XP, Vista and

7, some experience with Windows 8

. Utilize Microsoft Office and internet applications including Word,

Power Point, Excel, Internet Explorer, and Outlook 2003-2010

. Utilize Mac Operating system OS X (Lion)

. Utilize Mac applications including Safari, Works, Systems and Finder

. Utilize BMI IT Remedy app ticketing tool for tech support

. Utilize HEAT app ticketing tool for technical support

. Utilize AVYA and IP softphone applications

. Utilize LanDesk application tool

. Utilize PDI/Enterprise application tool

. Utilize Forticlient application tool

. Utilize Software Sapphire Management Suite (SMS) application

. Utilize Resource Management Series (RMS) application

. Utilize Remote Desktop Connection tool

. Utilize PDI Prim application tool

. Utilize White Board/Knowledge Base application for tech support

. Utilize & Troubleshot Apple iPhone, iPad & iPod touch

. Utilize SnipIT and Greenshot application tools

. Experience with Virtual Private Networks (VPN)

. Experience with Active Directories/Active Roles

. Possess excellent technical support and customer service skills, also

the ability to communicate professionally and effectively

. Work efficiently in both an independent and team atmosphere

EDUCATION

February, 1999 - September, 2000 National Institute of Technology

Southfield, MI

Technical Diploma in Computer and Electronic Technology

GPA 3.5 / 4.0

September, 1992 - June, 1996 Wayne County Community College

Detroit, MI

Associate of Applied Science in General Studies

GPA 3.0 / 4.0

September, 1989 - July, 1992 Kettering High School

Detroit, MI

High School Diploma

GPA 2.62 / 4.0

WORK HISTORY

Sept, 2014 - Present Xerox/Sprint

Charlotte, NC

Customer Service Agent

Working thru Xerox on their Sprint campaign providing customer service to

Sprint customers resolving various issues such as billing, phone support

and account management.

April, 2014 - July, 2014 Time Warner Cable

Morrisville, NC

CSP 1

Providing customer care service to Time Warner Cable customers for TWC

services, cable, internet and home phone utilizing various systems such as

Advance Agent Desktop, Avaya, Issue Track, ICOMS and other systems to

install services, troubleshoot issues, take bill payments among other

issues.

August, 2013 - April, 2014 Innovative Talent Solutions

Sanford, NC

Help Desk Associate

Campaign: the Pantry/ Kangaroo Express

Provided helpdesk technical support to the Pantry/Kangaroo Express stores

for all their systems including, but limited to all computer systems, fuel

systems, printers, registers, pin pads, register receipt printers, price

signs, pump signs, etc Utilizing various systems such as HEAT ticketing

system, IP soft phone, LanDesk for remote access into various store

computer systems.

January, 2013 - August, 2013 ASTADIA / Idea Integration

Durham, NC

Help Desk Analyst

Provided helpdesk technical support to MERCK field representatives,

assisting them with various technical troubles on their laptops' and iPads'

utilizing BMI IT Remedy app tool and various knowledgebase articles to

troubleshoot various issues. I also perform Quality Analysis, a process to

aid in the quality of the helpdesk tickets.

September, 2012 - January, 2013 Xerox / CVS Care Mark

Raleigh, NC

Customer Care Representative

1) Providing customer service to various CVS Caremark Medicaid part D

members, assisting them with their prescriptions. Also provide

customer service to Doctors and Pharmacists in assisting their

Medicaid part D patients.

2) Provided customer service to various Pharmacists and Pharmacy Techs

for CVS Caremark, in their Pharmacy Help Desk project. Assisting with

getting Medicaid part D claims processed.

December, 2011 - April, 2012 ACS / Apple Inc.

Raleigh, NC

Customer Care Assistant

Provided technical support to Apple Inc. customers.

Utilize Mac Desktop w/ OS X (Lion) and Knowledge Base Articles to isolate

and resolve troubles for the Apple iPhone, iPad & iPod touch.

September, 2000 - August, 2011 AT&T Inc.

Detroit, MI

Telecom Specialist

Provided excellent customer service in the area of network communication.

Tested and troubleshot analog, digital, T1 and T3 off-site circuits.

Utilized phones & company computer networks to isolate and resolve phone-

line troubles in the maintenance department.

February, 1999 - September, 2000 Hertz Corp

Detroit, MI

Vehicle Service Attendant

Was responsible for the daily servicing of automobiles, vans, trucks and

other automotive vehicles. Vacuumed, dried, cleaned windows, dashes and

consoles utilizing various types of cleaning processes. Transported cleaned

vehicles to other locations. Provided welcoming environment for customers.

References: Available upon request

Contact this candidate