Customer Service High School
Resume:
Joshua Taylor
Mesa, AZ *****
Cell: 928-***-****
***************@*****.***
Summary
Versatile Technician with an extensive installation and repair background who specializes in IT
Services. Hard worker who quickly masters new skills and systems. Courteous and superior customer
service skills. Handles high-pressure situations and resolves customer issues in a calm and
courteous manner.
Highlights
Advanced troubleshooting proficient Microsoft Office 2010 proficient
Exceptional telephone etiquette Accomplished with mobile devices
Excellent organizational skills Microsoft Windows 7 experienced
Vast technical knowledge Fast learner
Patient and diligent Strong time management skills
Very adaptable Acute listening skills
Experience
March 2012 Home Wiring Services
Mesa, AZ
Dispatcher
Provide varied levels of technical support services to company personnel and end-users.
Resolve customer complaints and concerns with strong verbal and negotiation skills with tact and
diplomacy.
Maintain composure and patience when facing difficult customer situations.
Display courtesy and strong interpersonal skills with all customer interactions.
Train new employees and explain protocols clearly and efficiently.
Interpret and analyze user requests, with ability to determine the proper work flow troubleshooting.
Answer incoming calls and respond to e-mails.
Work with support teams, to rectify situations requiring multiple department calibration.
Maintain personal computers, printers, scanners and peripheral devices throughout the company.
Make necessary software, equipment and PC hardware upgrades or adjustments, to maintain an ever
advancing technical environment.
February 2011 to ASAP Staffing
January 2012 Mesa, AZ
Tier 2 Tech Support
Resolved customer complaints and concerns with strong verbal and negotiation skills.
Displayed courtesy and strong interpersonal skills with all customer interactions.
Processed an average of 40 inbound and outbound technical support calls.
Referred difficult issues to upper management while maintaining positive rapport with customer.
Informed customers about issue resolution progress.
Provided thorough support and problem resolution for customers.
August 2010 to Winslow District Schools
January 2011 Winslow, AZ
Technology Assistant
Provided base level IT support to company personnel.
Resolved customer complaints and concerns with strong verbal and negotiation skills.
Displayed courtesy and strong interpersonal skills with all customer interactions.
Built and maintained successful relationships with service providers, dealers and consumers.
Maintained composure and patience in face of difficult customer situations.
Researched issues on various computer systems and databases to resolve complaints and answer
inquiries.
Provided thorough support and problem resolution for customers.
Assisted in maintenance of the local area network (LAN).
Maintained all technical documentation for accurate record tracking.
Ability to adapt quickly in high distraction situations were interruptions and ever changing priorities or
environments are common place.
February 2008 to Cable One Inc.
May 2010 Winslow, AZ
Field Service Technician
Installed coax cables inside residences.
Extensive field experience and advance troubleshooting skills.
Explained company offerings to promote products and services to clients.
Examined systems to locate problems such as loose connections and broken insulation.
Placed copper and coax cables for voice, data and video services.
Responded to corrective maintenance requests and alarms in a timely manner.
Maintained spare equipment and parts and managed inventory.
Supplied technical and customer service support by phone and in person.
Documented and reported each installation in company log book.
Write and keep accurate administrative technical documentation for use by a multi-site organization.
Education
2011 Mesa Community College
Mesa, AZ, United States
EMT Certificate
Emphasis in emergency response situations
2010 Northland Pioneer Community College
Winslow, AZ, United States
Special Studies
Completion of Phlebotomy Tech prep
Completion of Intro in Stick Welding
2007 Winslow High School
Winslow, AZ, United States
General Education
High School Diploma
Top 20% of class
Graduated Honors
HTML web page development
Emphasis in Technical Sciences
CCNA semesters 1& 2
A+ Certification Prep. Hardware / Software
HTML web page development
Digital Video / Photography Production
2 Years IT internship with District Technology Director
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