Customer Service Software
Resume:
T e ri Monn
*** ****** *** ********* * D *****
*********@*****.***
Objective : To utilize the skills I learned in school and throughout my work experience to further my
career
Summa ry : Over six years of experience in Software and Hardware t roubleshooting skills, over the
phone, remotely, and on site. Personable and outgoing with an extensive focus on quality customer
service experience.
T echnical Skills:
• Experience with Windows XP, 7 and 8
• Trouble ticketing system (Proprietary to Mars Super Markets)
• Receiving and resolving Help Desk Calls
• Hardware maintenance and replacement
• Software conflict and resolution
• Driver installation and updating
• Imaging with Ghost and ScanDisk
• Hardware and software upgrades
• Experience with PcAnywhere and LogMeIn
• Installing and t roubleshooting the Adtran 7100 Series phone system
• Printer maintenance and replacement
• Setting up and maintaining Group Policy Rules
• Changing, Adding, and Removing Users in Active Directory
• Changing, Adding, Removing, and Disabling Users on Local Computer
• Network Issue t roubleshooting, both Wired and Wireless
• Transferring User Accounts as well as Outlook, and Outlook Express E-mail accounts
E ducation :
• Awarded A+ Certification in 2009
• Adtran 7100 Series certification in 2010
• Certification of Completion in Networking from TESST College of Technology in 2010
• Acquired GED in 2003
Work Experience :
J une 2014 to July 2014
Onsite Computers (Seasonal)
M iddle River M D
I T Technician
• Provided friendly and professional phone, on site and in shop support to customers
• Troubleshot all issues customers experienced
• Diagnosed all software and hardware issues
• Used all tools necessary to repair personal Laptop’s and Desktop’s
June 2008 to October 2012
Ma rs Super Ma rkets I nc.
Baltimore M D
I T Support Technician
• Received inbound help desk issues
• Solved problems remotely whenever possible
• Traveled to locations to resolve issues when necessary
• Repaired all equipment including Registers, Workstations, Servers, Access Points,
O rder Guns, and Credit Card Terminals
• Placed service calls to subcontractors such as Verizon and Comcast for MPLS and DSL
issues when required
• Replaced damaged or inoperable equipment
• Troubleshot any issues, Network, Hardware or Software in a polite and efficient
manner and elevate them if necessary
• Provided friendly and efficient customer service
August 2005 to May 2008
Hopkins Federal Savings Bank
Baltimore M D
B ank Teller
• Solved customer problems as quickly as possible
• Processed all t ransactions such as deposits and withdrawals to and from customer
accounts
• Opened new accounts including Checking, Savings and Certificates of Deposit
• Explained all terms, conditions and penalties for all new accounts in a clear and
p rofessional manner
• Responded to customer phone calls and answered all questions to the best of my ability
• Reconciled cash drawer and box and the end of each day
• Most importantly, provided a pleasant and comfortable experience for all customers
Contact this candidate