Customer Service Technical Support
Resume:
Gary T. Love
(P) 404-***-****
(E) ***********@*****.***
SUMMARY
Experienced Customer Service Professional seeking a new helpdesk and customer support role.
Effectively identifies problems using advanced troubleshooting skills. Superior communication and
people skills established through company training in customer service and problem resolution.
HIGHLIGHTS
Troubleshooting proficiency
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Exceptional telephone etiquette
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Patient and diligent
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Supervision and training
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Windows XP/Vista
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MS Office proficiency
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Accomplished with mobile devices
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Complex problem solving
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EXPERIENCE
NOC Technician August 2014 Present
UPS Alpharetta, GA.
Provide technical support by in website technical support, DNS, high quality emails.
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Provide support for the installation, configuration and shipment of the switches and
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routers.
Monitor, maintain and fix servers, operating systems, network configurations.
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Administer and monitor system availability and performance tools.
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Responsible for the preparing and maintenance of the log troubleshooting notes and
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network trouble tickets.
Work on the IP networking, 2 and 3 tier, configuration audits and market acceptance.
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Comfortable working on windows, UNIX, Linux, and Oracle
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In depth knowledge of networking protocols TCP/IP, UDP and ICMP.
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Work closely with internal and external customers.
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Work in the diverse group of the network operation technicians for the repair activity of
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broadband, narrowband, wireless applications etc.
Troubleshoot and resolve complex problems.
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Help Desk Specialist August 2013 August
2014
IBM Atlanta, GA.
Provided technical assistance and support for incoming queries and issues related to
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computer systems, software, and hardware for the State Georgia.
Provided computer help desk support and technical training on hardware/software to end
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users.
Maintained daily performance of computer systems.
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Documented help desk tickets/resolutions, and provided overall assistance in daily
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administration of a Novell Netware Network.
Responded to email messages for customers seeking help.
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Walked customer through problem solving process.
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Followed up with customers to ensure issue has been resolved.
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Utilized Oracle, Windows 2007, 2008
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Collection Account Specialist September 2009 August 2013
Intellectual Techs Atlanta, GA.
Handled inbound and outbound calls pertaining to reconciliation and collection of
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delinquent accounts.
Provided accurate and appropriate information in response to customer inquiries.
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Demonstrated mastery of customer service call script within specified time frames.
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Maintained up to date records at all times.
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Facilitated information flow between customer services, account management operations,
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quality assurance departments to guarantee call center objectives were met.
Lead Consultant – Assistant Manger October 2005 September 2009
Sprint Atlanta, GA.
Improved service quality and increased sales by developing a strong knowledge of
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company products and services.
Resolved customer complaints and concerns with strong verbal and negotiation skills.
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Developed rapport with the customer base by handling difficult issues with
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professionalism.
Trained new employees and explained protocols clearly and efficiently.
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Managed team of 12 of professionals
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EDUCATION
Lincoln College of Technology Associates Degree 2011
Electronic Systems Technician
Alabama State University Course Work 2003
Business Courses
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