Customer Service Software

Corey D. Butler

*** ******* *****

McLeansville, NC 27301

336-***-**** (Mobile)

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

SUMMARY OF QUALIFICATIONS

Effective communication skills (written & verbal). Function well in a fast-

paced environment. Excellent customer service and interpersonal skills.

Managerial Accounting, Proven decision making, negotiation,

technical/mechanical problem solving skills. Proficient in all Microsoft

Office applications.

Technical Software Installs Phone & Online User

Troubleshooting LAN Connectivity Support Training/Support

Hardware Problem Diagnosis Client/Server Models Customer Service

Configurations Preventive Complaint Handling

Offshore Team Maintenance

Collaboration

PROFESSIONAL EXPERIENCE

Time Warner Cable, Greensboro, NC

2015-Present

Lead (CTAC) Advance Support Job

. Provided an advanced level of technical knowledge and expertise in the

tracking and resolution of issues with excellent customer service and

enthusiasm. Documents calls within the call management system,

including a description of the problem, proper classification, the

initial call priority and severity levels based on the defined

standards and steps taken to resolve the issue.

. Generated reports on trends and overall information from the ticket

system

. Trains, mentors and assists staff members on current procedures and

with projects and new system implementations.

Time Warner Cable, Greensboro, NC

Tech III (CTAC) Advance Support Job

2012-2015

. Resolved data problems and troubleshoots HSD (High Speed Data),

digital phone and data services.

. Resolved complex data problems that involve local network issues,

email issues, modem trouble and other company owned equipment and/or

software configurations

. Utilize reasoning and critical thinking skills, identify appropriate

fix agent and resolve single-user issues

. Presented information in one-on-one and small group situations to

customers, clients, and other employees of the organization

Hospice Palliative Care of Greensboro, Greensboro, NC

2011-2012

Support Analyst

. Responsible for installation, service and problem solving for computer

servers, workstations, laptops and network components as directed by

the Director of Information Systems

. Sets up and configures equipment such as routers, bridges, hubs,

servers, printers and network management software, and is responsible

for internet connections, including address administration, security

procedures and maintenance procedures

. Troubleshoot and resolved equipment problems identified by users and

works with software/hardware maintenance and support contractors as

needed.

. Identifies hardware components that need replacement to reduce user

problems.

. Assists with the maintenance of equipment records of hardware

components and software used for each workstation and laptop

. Tracks user problem records into a data file for analysis of problem

frequency and elapsed time for problem resolution

. Provides help desk support and basic hardware and software

troubleshooting and system analysis.

. Ensures proper computer operation and agency application support.

. Assists with special projects as directed.

. Provides Support to HPCG's network and assist in maintaining the

organization's LAN and WAN network.

. Installs hardware and peripheral components. Loads specified software

packages and software updates into server, desktop and laptop

computers.

. Performs diagnostic problem solving on hardware and software

components to determine scope and problem and propose methods to

resolve.

. Performs maintenance to resolve equipment-operating problems as

directed.

. Entry for new and former employees and distribution groups within the

agency's voice-mail computer.

. Assists users by responding to problem requests and provides training

to users as needed.

Potter's House Ministry Greensboro NC

2010-Present

Computer Support

. Troubleshoot computer hardware, software or network

. Prepare evaluations of software or hardware, and recommend

improvements or upgrades.

. Set up equipment for employee use, performing or ensuring proper

installation of cable, operating systems, and appropriate software.

. Clean, modify and repair computer hardware including monitors,

keyboard and printers

. Authoring training manuals

. Present training classes in areas of Microsoft Word, Excel, Office

Professional, Access.

. Evaluation of company hardware and software

EDUCATION

B.S Industrial Engineering, North Carolina Agricultural and technical State

University, Greensboro, NC 2008

MBA Information Systems Management, Strayer University, Greensboro, NC

2014

Comptia A + Certification

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