Customer Service Sales

*

Carlos R. Simms

****- * ******** **., ********* MD 21401 ■ 443-***-**** ■ ************@*****.***

Career Summary

Help Desk professional offering superb customer service and technical resolution in high volume call center. Experience with supporting over 90,000 faculty, staff, and students overseas and within the United States. Proficient knowledge and execution of Remedy and Sales force ticketing systems, remote troubleshooting, password resets and documentation.

Education

ITT Technical Institute, Owings Mills, MD

Bachelor of Science Degree in Information Systems Security Cumulative GPA: 3.55 September 2013

Associate of Applied Science Degree in Information Technology – Computer Network Systems Cumulative GPA: 3.55 December 2011

Technical Skills

Operating Systems

Windows 7 and 8

Windows 2000/7/XP

Windows Server 2003

Mac OS

Windows Personal Computers

Hardware

Assemble/disassemble PC’s

Install, configure, troubleshoot and repair Printers and multifunction devices

Installation, testing and troubleshooting of cabling Software

Windows 7 and 8

Microsoft: Word, Excel, PowerPoint, Access, Outlook, Visio, Exchange

Adobe Photoshop

Install, configure and troubleshoot

Sales force

Parature

WebEx

Fischer

PeopleSoft

Technical Support/Customer Service

Troubleshoot hardware/software

Active directory

Mobile devices ( iOS, Android, Blackberry)

Troubleshoot network connectivity

Software installation support

Documentation

General

Strong written and verbal communication skills

Team building

High level customer service

Problem Solving

Reliable

2

Professional History

Randstad, Largo, MD

Tier 1 Customer Service Representative 12/2012 – Present

Call Center Technician providing Randstad Technologies at University of Maryland University College 24-7 / 365 technical assistance via email, phone and online chat supporting more than 90,000 Faculty, Staff and students (Stateside and Overseas).

Track incoming inquires with a remedy-based tracking system.

Supply general knowledge about client and provide technical support for websites and programs used by the University.

Assist customers remotely providing aid customers ensuring that their systems are up to par to fully utilize school’s Learning Management tools for online and hybrid classes.

Support Students/Faculty and Staff systems using Windows (XP, Vista, 7 and 8), Mac (Tiger, Leopard, Snow Leopard and Lion) and Personal Devices to include Blackberry, Android, iPhone and iPads.

Troubleshoot and offer technical support for Microsoft Office, Java, Adobe and Internet Browsers such as Internet Explorer, Firefox, Google Chrome and Safari.

Experienced in fast paced-high call and chat volumes. Able to touch-type and enter detailed information in the trouble ticketing system while interacting with customers telephonically. Able to close out cases and have follow-up emails sent to customers before the end of the call.

Excelled with client Service Level Agreements and Key performance Indicators exceeding standards.

Capable of providing chat services with up to three customers with no lag time. Simultaneously providing excellence customer service.

Follow up with customers before closing out cases ensuring optimum customer service Wireless Advocates, Annapolis, MD 6/2011 - 9/2012

Wireless Sales Professional

Use strong negotiation skills to generate and close sales effectively

Communicate effectively with customers

Inspire repeat customer visits and sales

Use knowledge of cashiering, receipt processing, and inventory control procedures Securitas Security Services, Baltimore, MD 5/2009 – 9/2011 Security Guard

Sears Holdings Inc., Annapolis, MD 10/2006 – 12/

2009

Sales Representative

EMS Technologies, Crofton, MD 5/2005- 11/2006

Control Technician

Fiber Plus Inc., Jessup, MD 6/2001 – 5/2005

Electrician

Quest Electrical Services, Pasadena, MD 11/1995 – 6/2001 Electrician

Bausum and Duckett, Edgewater, MD 4/1990 - 11/1995 Electrician Apprentice

Volunteer Service

3

East Baltimore Technology Resource Center, Inc., Baltimore, MD 6/2011 – 9/2011

Refurbish computers for Baltimore school system

Install programs on refurbished computers

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