Customer Service Representative

Floyd Porter

**** * *** ****, ***

Euless, TX ***39

Home ph: 817-***-****

***********@*******.***

Summary of Accomplishments

Technical professional with 15+ years of experience in both Application and Hardware support.

Ability to build strong rapport with managers, engineers and customers based on knowledge

professionalism and integrity.

Skills

- Operating Systems: Windows, DOS, UNIX/Linux, MacIntosh

- Software: Word, Excel, Outlook, OpenOffice

- Great customer service skills

- Excellent communication, documentation and interpersonal skills

Professional Experience

- Provide first and second level support for 25+ representatives. Troubleshoot hardware,

software and connectivity issues for a mix Windows and MacIntosh environment-

Identify, troubleshoot, and resolve, issues that occur and work with related teams to resolve the

issues

- Troubleshoot user issues relating to network connectivity, video and telephone telephone

- Responds to queries over the phone or via email

- Perform upgrades and installation of software and software drivers

- Analyze and convert system requirements into detailed system design and technical

specifications

- Briefed and trained clients and engineers on preliminary and critical design reviews

- Interfaced with end users to ensure requirements were meet

- Log and manages calls while utilizing the correct procedures

- Access knowledge database base and online references to help resolve issues

- Use remote software to assist in troubleshooting and resolve issues

- Monitor networks and resolve issuse or contact responsible technicians and log incidents

- Collect data from technical groups and compile data into reports and distribute to department

managers

- Document and track calls using customer relationship

- Reset passwords

Employment History

Novo 1, Ft Worth, TX, 5/2012 – present

Customer Service Representative

Telvista, Farmers Branch, TX, 8/2010 - 5/2012

Technical Support Technician

AvisBudgetGroup, Dallas/Fort Worth, TX, 8/2004 - 7/2009

Clerk

Stream International, Carrollton, TX, 1996 - 2003

Software Support Representative

Kaman Sciences, Colorado Springs, CO, 8/1988 - 11/1992

Programmer

Education

ITT Technical Institute, Arlington, TX

AA, Electronic Engineering Technology

Additional Skills

Programming, Presentations, Knowledge of: Visual Basic, HTML, Active Directory, SQL,

routers

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