Technical Support Customer Service
Resume:
Brandon J Chalmers
***********@*****.***
SUMMARY
Financial professional who is a self-starter and capable of effectively functioning with minimum supervision.
Known for taking initiative and skilled at meeting challenges and deadlines. A team player who is attentive to
detail and produces quality results. Computer proficient. Areas of expertise include-
-Windows XP - Windows Vista - Windows 7 -Windows 8
- Active Directory - Group Policy's - Remote Desktop Connection - Logmin – TeamViwer - BroadSoft Systems (Hardware & Software)
- Microsoft Exchange - Microsoft Office - Microsoft Viso -Microsoft Project - Open Office – Adobe
-Wan & Lan Troubleshooting – Installing Hardware - Installing Software – Installing Drivers – Installation of Printers ( Local & Lan )
EMPLOYMENT HISTORY
CompuCom
Delhaize & CIT
Utilized my comprehensive & adaptable skill-set performing hardware repairs on customer equipment such as desktops, notebooks, tablets, and printers at
Compucom /Delhaize/CIT
Proficient in (installing and troubleshooting) Windows XP, Windows Vista, Windows 7, Microsoft Exchange, MS Office, Open Office,
I have provided support for internal & external coprite environment custom applications.
I am highly skilled in providing effective technical support in hardware and software issues including diagnosis and troubleshooting for the Delhaize & CIT
environments.
Thorough understanding of providing preventative maintenance on hardware.
Documented success of maintaining problem status and resolution information in ticketing database.
Substantial knowledge of participating in rollout of new software ( or OS ) and hardware to ensure consistency in company’s technical standards
Respond to requests for technical assistance in person, via phone, electronically
Advised users on appropriate action, Provide follow-up status to client
Contributed technical solutions to organizational knowledge base
Provide excellent client service while troubleshooting client issues via phone, and deskside.
Utilized remote tools on Windows OS networked desktop environment
Upgrades computers, peripherals, network equipment and software applications for the purpose of meeting the computer processing needs of the
enduser.
Research questions using available information resources
Intermediate to advanced knowledgeable in AD (active directory) environment
EMPLOYMENT HISTORY
IBM / Ally Financial Service
Provided advanced troubleshooting skills to resolve issues deskside as well as remote users with the available tools and following procedures and policies for the
handling of support cases, hardware/break fix and network related problems in addition to performing maintenance, deployment, implementation, migration,
hardware, diagnostics,SCCM deployments, collections, installation, troubleshooting, and support for Enterprise business applications interfaces and sustainment
of PC infrastructure.
Operational Excellence - Root Cause Analysis, process, risk reduction, security and controls, change management
Advanced troubleshooting skills
PC Hardware troubleshooting (HP, Dell, Lenovo),Printer Desktop/Multifunction (Xerox, HP, Zebra)
Broad knowledge of telephony, voip, video conferencing and sip devices
Exposure to broad spectrum of IT applications
Successful working in cross functional teams
Experience in effective relationship/conflict management
Wireless Technologies
Customer Service, Multitasking with prioritization
Support / Deskside Support
Bank of America Desktop Support
3/13/2013 - 6/28/2013
Provided day-to-day account servicing and resolution of routine to moderately complex inquiries and operational requests for accounts and clients.
Identified and resolves root causes through research and analysis to provide solutions to basic and moderately complex requests in a timely manner with error
free quality.
Responsible for account management (based on client requests received)
Maintained high standards on internal operational and financial controls to ensure risk mitigation, protecting the client and the Bank.
Solid knowledge of bank systems and navigational skills. Client focused, team player, with the ability to communicate crisply and professionally.
Drive for results and demonstrated ownership of all processes including to enhanced client delight/Satisfaction.
Interacted continuously and deepens relationships with internal business partners as well as clients to further enhance client delight/satisfaction.
Utilized knowledge and expertise to drive results within the established framework of defined processes to resolve client’s requests.
Familiar with OS platforms and administrative functionality.
Map network drives, add systems to domain, locates files, and troubleshoot associated issues.
Installed memory, software applications, drivers, and printers.
Followed procedures with little to no immediate supervision.
Utilized knowledge of Microsoft System Center Configuration Manager
Provide technical assistance in migration of client computer systems from Windows XP to Windows 7 platform.
A.C.N - VoIP Tier II Technical Support
05/12/2008 -10/11/2011
Voip: Tier 2 Technical Support
Smart Phone Application Software Support
DigitalTalk: Voip for Small Business Technical Support
DSL Technical Support
Operational responsibility for the PBX/IVR/CMS/Voicemail and other telecom equipment & software
Extensive knowledge experience BroadSoft System
Handled First Call Resolution 30-50 Calls Per Day
Incident management for Telecom related issues and maintaining SLA on help desk tickets relating to telephony
Managed time, work under pressure and deliver on tight deadlines
Interact with various departments and levels of positions, including top executives
Monitored service requests and/or Help Desk tickets for assignment, resolution, update, or closeout as necessary
Working knowledge of IVR/Edify/T1/DS3,configuration and troubleshooting
Expert levels of problem solving and analytically – Ability to analyze complex, detailed Networks
Process oriented – Knows and understands how to identify, analyze, and create efficient scalable and repeatable processes.
Ability to work independently with minimal direction including with follow-up.
Critical Decision making processes (makes sound, well informed, fact-based decisions).
Customer-oriented professional with strong interpersonal and communication skills.
Computer literate and competent with PC based programs. .
Persistent and flexible approach to the mutual beneficial achievement of organization, personal goals of personnel and customers.
Providing a remote support service (in a help desk environment)
Dealing with the escalated queries technical issues and requests in regards to a customer
Ensuring that the customers’ needs are met by our products and building a rapport with frequent customers
Provide technical support for company smart phones Iphone & Android Maintaining VOIP telephone systems, setting up new users, rule
configurations.
Contact this candidate