Customer Service Manager
Resume:
La-Nass Hall
IT Network Specialist - LH Networking
Chandler, AZ
**-****@***.*** - 414-***-****
A PC Technician / Technical Support Professional with an Associate in Applied Science from Milwaukee Area
Technical College experienced in analysis, troubleshooting, testing, monitoring, and customer service. I am
a detail oriented, customer centric, and motivated team player with strong communication and interpersonal
skills. Seeking an entry-level technical position to contribute my education and skills to the success of an
organization.
WORK EXPERIENCE
IT Network Specialist
LH Networking - 2013 to Present
Provides first-tier telephone assistance and support to end users on computers, servers, applications, and
hardware problems. Diagnoses and resolves problems using documented procedures and checklists and
simulates or recreates user problems to resolve operating difficulties. Enters call data into a tracking system.
Escalates more complex problems to more experienced support staff.
• Provides first-tier support to troubleshoot, answer questions and resolve any basic problems and issues
related to LAN/WAN-based software, desktop computing equipment, printers, network status and applications.
• Communicates with the end user to gather information related to the problem, ask clarifying questions, present
options or solutions, and understand the level of complexity and escalate only those situations necessary to
second-tier support. Assists with simulating user problems in order to resolve operating difficulties.
• Analyzes basic problems and arrives at workable solutions. Provides callbacks or follow-up with the end user
as necessary in order to "close" the problem and maintain a successful call closure rate.
• Utilizes the call tracking and problem resolution system and keeps accurate and proper documentation of
calls and resolution to systems using standard systems and procedures.
• Relays unresolved requests for assistance to second-tier support. Keeps clients informed of the status of
their request if an immediate remedy is not available.
• Performs routine technical procedures as requested or to resolve issues.
• Assists with providing technical hints and tips to proactively assist customers.
• Interacts with other IT resources and business trainers to restore service and/or correct issues.
• Performs security administration functions as assigned by the Supervisor.
• Provides assistance during unscheduled system outages or with unresolved issues to ensure a timely service
response.
Guest Services Supervisor
Towne Park Inc - Milwaukee, WI - July 2014 to August 2014
Responsibilities
• Transferred luggage, trunks, and packages to and from rooms, loading areas, vehicles, or transportation
terminals, by hand or using baggage carts.
• Greeted incoming guests and escort them to their rooms.
• Received and marked baggage by completing and attaching claim checks.
• Supplied guests or travelers with directions, travel information, and other information such as available
services and points of interest
Accomplishments
Customer Service
Skills Used
Customer Service
PC Technician
Kelly Temp Service 3333 N Mayfair Rd - Milwaukee, WI - June 2014 to July 2014
Responsibilities
• Provides first-tier telephone assistance and support to end users on computers, servers, applications, and
hardware problems. Diagnoses and resolves problems using documented procedures and checklists and
simulates or recreates user problems to resolve operating difficulties. Enters call data into a tracking system.
Escalates more complex problems to more experienced support staff.
• Provides first-tier support to troubleshoot, answer questions and resolve any basic problems and issues
related to LAN/WAN-based software, desktop computing equipment, printers, network status and applications.
• Communicates with the end user to gather information related to the problem, ask clarifying questions, present
options or solutions, and understand the level of complexity and escalate only those situations necessary to
second-tier support. Assists with simulating user problems in order to resolve operating difficulties.
• Analyzes basic problems and arrives at workable solutions. Provides callbacks or follow-up with the end user
as necessary in order to "close" the problem and maintain a successful call closure rate.
• Utilizes the call tracking and problem resolution system and keeps accurate and proper documentation of
calls and resolution to systems using standard systems and procedures.
• Relays unresolved requests for assistance to second-tier support. Keeps clients informed of the status of
their request if an immediate remedy is not available.
• Performs routine technical procedures as requested or to resolve issues.
Accomplishments
Created a network infrastructure from scratch using old computer parts.
Skills Used
Network Creation, PC Repair
Mail Room Clerk /IT Intern
VA Regional Office Milwaukee - January 2012 to March 2013
Analyzed user needs and software requirements to determine feasibility of design within time and cost
constraints.
• Designed, developed and modified software systems, using scientific analysis and mathematical models to
predict and measure outcome and consequences of design.
• Stored, retrieved, and manipulated data for analysis of system capabilities and requirements.
• Consulted with customers about software system design and maintenance.
• Created extra supply of CAT 5 cables for the office.
• Configuring and Managing AD, Exchange, DHCP, WSUS, WDS, Anti-virus, backup servers in the • Installing
and maintaining various standard software as per user requirements.
• Design and Implement Cisco VoIP Offices. Manage the Cisco VoIP network, including unity voice mail.
IT Intern
Guest Services - September 2009 to September 2011
Selected hardware and material, assuring compliance with specifications and product requirements.
• Monitored functioning of equipment and make necessary modifications to ensure system operates in
conformance with specifications.
• Tested and verified hardware and support peripherals to ensure that they meet specifications and
requirements, by recording and analyzing test data.
• Directed technicians, engineering designers or other technical support personnel as needed.
Valet
Hyatt Regency Milwaukee - June 2009 to September 2009
Transferred luggage, trunks, and packages to and from rooms, loading areas, vehicles, or transportation
terminals, by hand or using baggage carts.
• Greeted incoming guests and escort them to their rooms.
• Received and marked baggage by completing and attaching claim checks.
• Supplied guests or travelers with directions, travel information, and other information such as available
services and points of interest
Valet Ramp Attendant
HealthCare Parking Systems of America - March 2007 to April 2009
Transferred luggage, trunks, and packages to and from rooms, loading areas, vehicles, or transportation
terminals, by hand or using baggage carts.
• Greeted incoming guests and escort them to their rooms.
• Received and marked baggage by completing and attaching claim checks.
• Supply guests or travelers with directions, travel information, and other information such as available services
and points of interest
Waiting for rating from the Military in order to return to work 2003-2007
EDUCATION
Associates in Applied Science
Milwaukee Area Technical College - Milwaukee, WI
May 2013
ADDITIONAL INFORMATION
TECHNICAL SKILLS
Software / Applications:
Microsoft Office 365, Microsoft Office 2010, Microsoft Office 2007, MS Word, MS Access, MS Excel, MS
FrontPage, MS Project, MS Visio, MS SiteServer, Internet Explorer, Outlook, Outlook Express, PowerPoint,
Adobe Photoshop, Adobe Illustrator, Corel Draw Pro, Corel Coffee Cup, Quark Xpress, Homesite, ColdFusion,
Studio, DreamWeaver, Inspiration, Claris, FileMaker Pro, SQL Server, MySQL, SQL 6.5 & 7.0, EZ-SQL,
Enterprise Manager, IIS, LinkBot, Astra Site Manager, NetObjects Fusion, BroadVision, Vignette, Pandesic,
WebSphere, Eshare, LivePerson, Borland Sidekick (PIM), Coldfusion Server, Interwoven, Open Market,
Crystal Reports, Enterprise Manager, Query Analyzer, MAS 90, MAS 200, Baan, Business Works, Symbiator,
Peachtree, Lotus 1-2-3, Bluebird, Pro-System Fx, Creative Solutions, Lacerte, Scheduler, Publisher, Turbo
Tax, Quicken, QuickBooks, QuickBooksPro, World Ship, Suretrak Project Planner, AutoCAD, Oracle.
Operating Systems:
Windows 8, Windows 7, Windows Vista, Windows XP, Windows NT, Windows ME, Windows 2000, Mac 0SX,
Mac OS 8.6, Mac 0S9, Solaris, UNIX, AIX, Linux, Sun OS, OS/2, FreeBSD, DOS, Novell 2.15, Novell 3.5,
Novell 4.0, Novell 4.1, Novell 5.0, Novell 5.5, Exchange 5.5 VMWare 5.0,
Languages and Scripts:
C, C++, Visual Basic, Visual C++, PL/SQL, Java, JavaScript, HTML, DHTML, HTTP/1, HTTP/1.1, Pop Server,
TCP/IP, SQL, Oracle PL/SQL, PERL, J2EE, ODBC/JDBC, Python, PHP, mySQL, PostScript, EJB, XML, KSH,
ANT, AWK, SED, Cascading Style Sheets (CSS), Coldfusion, Active Server Pages (ASP).
Hardware:
Macintosh, Sun Servers, Compaq, Intel Servers, IBM PC-XT, AT, PS-2, PC clones, Dell, Gateway, 3Com
Superstack 3 Switch 2200 with Gigabit Module, 3Com Superstack 3 Remote Access System 1500 Base Unit,
Addtron Hubs, Intel Network Adapters, Intel Express 9100 Router, Adtran DSU / CSU (TI ESF CSU ACE),
TCP/IP, IPX, Routers, Switches / Hubs, Raid / Mirror, TI / DSL / ISDN / Frame Relay, HP Printers (4000, 4050,
4500, 5si, 8000, P1000, 750c plotter, 1120 and 1000, IBM PC-XT, AT, PS-2; PC clones: Acer, Dell, Gateway,
HP9000, IBM 36/38/AAS400 Cisco Routers, Switches, Hubs, Frame Relays and Cloud servers
Unshielded Twisted Pair (UTP) Cable, Shielded, Twisted Pair (STP) Cable, Coaxial Cable, Fiber Optic Cable,
Cable Installation Guides, Wireless LANs, Ethernet Cables, 10/100/1000 Gigabit Ethernet Cables, Wireless
Ethernet, T1/T3, Leased lines. RJ-45 Cables, Patch Cables, RS 232 Pinouts, 66 Punch Down Blocks, Ethernet
Crossover Cables, Category 5, 5e and 6 UTP Crimp tool.
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