Customer Service Technical Support

***** ***** ******** **, 832-***-****

Houston, TX 77084 *****.*****@*****.***

KELLY WYATT

Seeking a responsible, challenging technical support position with an organization

OBJECTIVE where I may contribute and assist in the fulfillment of its goals through the

implementation of my skills, aptitudes, experience and energy.

EXPERIENCE 11/2008 – Present Family of Faith Ministries Beaumont, TX

IT Consultant

Set up and maintained small business computers.

Set up and maintained network.

Performed software troubleshooting on office computers (Windows and Mac).

Assisted with church website using cPanel, WHM, Apache.

Maintained and updated DNS records as necessary.

Maintained member database with assistance of church web host using MYSQL.

Set up and maintained member financial software database using PowerChurch.

Performed hardware troubleshooting and repair (break/fix) on office computers

(Windows and Mac).

Assisted with maintenance of church website using standard tool

4/2005 – 10/2008 Verizon Wireless Houston, TX

Wireless Data Technical Support Coordinator

Process inbound calls from customers who experience technical

problems with their computer or wireless device such as a PDA (Windows

Mobile, PalmOS), Blackberry, or Outlook with POP3, IMAP or Exchange Email.

Also assisted customers with Wireless Data Cards.

Assisted customers with connecting to remote services that were offered to

business clients such as web servers and FTP servers.

Troubleshoot the problem until a guaranteed solution is made and the

problem has been fully resolved, or enter problem into Remedy Trouble Ticket

software for further analysis.

Provide a first call resolution by assuring that the customer does not

have to call back regarding the same issue. Done by offering to follow up with

the customer to ensure the problem doesn’t persist.

Maintain a satisfactory quality assurance score by following all company

policies and procedures effectively.

6/2003 4/2005 Time Warner Cable Houston, TX

Customer Service Professional Collections

Process inbound calls for customers who are delinquent on their

accounts.

Research and update accounts that have been forwarded to collection

agencies and credit reporting agencies.

Process bank draft and/or credit card payments for subscribers.

Research disputes pertaining to customer accounts.

6/2002 – 3/2003 Telecheck Services Houston, TX

Collections Agent

Process outbound collection calls to consumers who were listed in a

negative database due to contingency (unpaid) checks, following the strict

guidelines of the Fair Debt Collections Practices Act and Fair Credit Reporting

Act.

Process credit card and bank draft payments for consumers.

Strive to effectively meet a monthly quota of payments.

2/2001 – 6/2002 West Teleservices Corp. Beaumont, TX

Telemarketing Representative

Process inbound calls for customers wanting to buy products advertised

on national television.

Assist in customer service and customer accounts.

Heavy data entry and order processing into computer order system

Process outbound follow up calls to consumers and merchants regarding

their orders.

Contracted by FTD to process orders and provide customer service.

Contracted by AT&T for data entry modifications due to a merger

between AT&T and MCI.

EDUCATION 4/2005 Research in Motion via Verizon Wireless Houston, TX

Blackberry Certification

5/2001 Lamar Institute of Technology Beaumont, TX

CompTIA A+ Certification.

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