Customer Service Help Desk
Resume:
MICHAEL SMITH
Mentor-on-the-Lake., Ohio *****
*******.***********@*****.***
Linkedin www.linkedin.com/in/michaelsmith101979
GENERAL OVERVIEW
A highly motivated individual with strong determination to achieve experience in the information technology field. Works well independently, or in a team environment providing troubleshooting, installations and maintenance. Skilled in providing End-User Help Desk Support. Able to identifying technical issues and concerns and provide necessary troubleshooting. Solid verbal and written communications.
EDUCATION
University of Phoenix, Tempe, AZ
Associates Degree in IS/IT- July 2012
University of Phoenix, Tempe, AZ
Bachelor in Software Engineering - March 2015
COURSEWORK
Technical Writing
Java Programming
.Net Programming
Web Design
Fundamental of Business Systems Development
Info Technology: Hardware and Software
Systems Analysis
Database Concepts
Project Planning and Implementation
Application Implementation
Software Architecture
TECHNICAL SKILLS
Windows 7 and Windows 8 Operating Systems
Knowledgeable in repairing and maintaining computers
Excellent troubleshooting skills for computers
PAST AND PRESENT PROJECT EXPERIENCE
IntelliNet Corporation March 6, 2014 – March 13, 2015
Customer Service Technician (CST)
The Network Operations Center is the hub of our remote managed services. As a group I answer customer phone calls which range from small to large corporate environments. The CST team supports various client environments which consist of Windows 7 and XP, Outlook Web 2010, and other proprietary applications. FootPrints, Track-It, NimSoft, and ConnectWise ticketing systems.
Handle day-to-day tickets ranging from simple password resets to Firewall connections failed
Contact customers regarding issues with hardware based on the individuals knowledge of technology
Documented procedures for multiple customers with great detail and associated visuals
Emailed peer staff on issues that were brought up during my shift, in order to keep the staff up to date
Verbally troubleshoot issues with Outlook Web App, password resets, basic desktop support and network connection
Kelly Services May 2013 – March 2014
Kelly Services Apple Project
Performed troubleshooting for iOS Devices
Customer iCloud management
Customer Apple ID management
Bar Processing, Wickliffe, OH
Midwest's premier toll processor of SBQ bars May 2012 – November 2012
Responsible for shipping component parts in the Midwest region to company suppliers and dealers
Received and processed company supplies in a timely manner insuring inventory accuracy at all times
City of Beachwood, Beachwood, OH November 2005 – May 2012
Government and Military Work
Responsible for Building Maintenance, Trash Collections, Lawn and Tree Services, Handy Man
Worked on city wide projects on teams, as well as independently
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