KENDRICK L. DICKENS

**** ********** ***** ***. ********, GA 30058

Cell: 404-***-****

Email: acp8ii@r.postjobfree.com

TECHNICAL SKILLS

Desktop Software – Windows Office 98- 2010, BizManager BizConnect, TrustedLink for Windows, Visio Professional, Peachtree Accounting Software

Operating System – Windows 98 – Windows 7

Ticketing Software – Clarify, Siebel, Vantive

Email Software – Microsoft Outlook, Outlook Express, Lotus Notes

Vendor Hardware – Lenovo (IBM) ThinkPads and ThinkCenters

WORK EXPERIENCE

State Farm/Randstad Alpharetta, GA August 2011 to March 2015

Technical Support Representative

Provides first contact technical support for hardware, software, procedures, password resets, etc. via the telephone, email, and/or the internet/intranet

Uses knowledge-base and documentation systems to troubleshoot, resolve, document, and/or research incidents

Follows and supports workforce management, service management, and incident handling procedures and philosophy to resolve business partner’s problems

Meets and supports objectives of quality

Responsible for diagnosing and documenting customer’s technical and "How To" problems and resolving, escalating or assigning problems to appropriate area

Educates customer on how to avoid future related problems and may serve as customer’s contact for status and/or customer concurrence of problem resolution

Demonstrates knowledge of procedures, processes, tools, and systems

Keeps abreast of technological changes pertinent to their job responsibilities

Understands and supports the vision and strategy of the department to meet the objectives of the company

Local Computer Repair Lithonia, GA April 2009 to Present

(Home Base Business)

Technical Support Specialist

Troubleshoot local people with their desktops, laptops and networks

Setup small networks for small businesses

Repair and replace parts on broken computers

Inovis Alpharetta, Georgia March 2007 to March 2009

Technical Support Specialist

Troubleshoot customer issues with their TrustedLink and BizManager Software via telephone and email

Diagnosed and troubleshot EDI Transmission failures for Inovis VAN customers, setup Trading ID(s), provided links for reports, setup additional users and reset passwords

Mentored and coached junior team members as related to Inovis product/services function

Subject Matter Expert (SME) and Trainer of the Tandem Dial Up Server

IBM/CGS Atlanta, Georgia July 2004 to March 2007

Technical Support Representative

Troubleshoot end-users desktops and laptops, including but not limited to Windows NT/2000/98/XP and IBM’s proprietary software through telephony

Set up network connections by either Ethernet connection, wireless connection using routers

Knowledge of firewall, Intrusion Detection, Symantec Antivirus Protection, and ThinkVantage technology

Check system integrity for Network/Wireless connectivity, and Bluetooth compatibility

Avaya Inc. Norcross, Georgia January 2004 to April 2004

Product Services Representative

Reviewed warranty claims; process customer returns and exchanges and expediting of service and repairs

Identified complex business needs and develops solutions that require full integration of the company's strategies

Responsible for the handling of incoming orders and associated communication with the Customer, relating to their Avaya Voicemail or PBX equipment

Liaison between customer and manufacturing, sales, field service, order processing and/or accounting to resolve status, production, delivery and billing inquiries

Best Software Norcross, Georgia October 2003-January 2004

Technical Sales Representative

Answered inbound calls from Peachtree Software customers

Performed daily support for customers in maintaining and troubleshooting Best Software products

Responsible for up selling and registering software products and add-on services

Earthlink Atlanta, Georgia January 2003 to July 2003

Technical Sales Analyst

Developed business and consumer profiles for Earthlink Internet services.

Responsible for sales and service of Earthlink Internet services and other consumer base services

Served as Liaison for the credit, collections and accounts receivable departments

Managed sales and retention for commercial customers billing fifty thousand dollars or more monthly

Corporate Payroll Services Norcross, Georgia February 2002 to May 2002

Customer Service Representative

Consulted with clients, generated configurations, quotes, literature, proposals and contracts

Supported of local businesses, received inbound client and prospect contacts regarding payroll alternatives, tax adjustments and payroll software

Performed outbound, project-related calling during down times to set appointments for potential payroll customers

Maintained quota objectives by successfully closing sales

EDUCATION

Bachelor of Science in Telelcomunications Management

DeVry University of Technology, Decatur, GA

June 22, 2002

CERTIFICATIONS

EDI (Electronic Data Interchange)

TLW (TrustedLink Windows)

BizManager

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