Customer Service Field

CARLTON DIAHN

**** *** ****** ****. ***. *** WILLISTON, ND 58801 701-***-**** acrsal@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

I have worked as a Case Resolution Specialist, and have helped resolved many customers’ issues.

Provided excellent customer service, and won employee of the month 4 times for good customer service with a high rate of efficiency.

Over 10 years of Helpdesk experience in a call center environment, and over 3 years of field service.

Expertise include: Complex problem solving, insightful and result-driven, judgment and decision making, details oriented, passionate and persistence, listening, and self-motivation.

PROFESSIONAL EXPERIENCE

AFRICAN CHILDREN ASSISTANCE MINISTRIES, HOUSTON, TEXAS

Network Associate 2012-2015

Participated in planning, analyzing, and implementing networking solutions in support of business objectives.

Also helped as a Helpdesk support staff for internal users.

Day-to-day activities included being responsible for monitoring, maintaining and analyzing network utilization to ensure optimal network performance and avoid misuse of network resources.

Identified and tested new software and hardware for improvement of network performance.

Performed other responsibilities as needed.

COMCAST CABLE COMMUNICATION, NEWCASTLE, DELAWARE

Tier 2 helpdesk Specialist, 2004 – 2012

Troubleshoot and resolved trouble tickets related to technical difficulties with hardware, software, and the network.

Verified issue resolution on the customer’s behalf

Configured, monitored, and maintained TCP/IP topology, Microsoft Outlook, and Outlook Express.

Maintained accurate problem call tracking in a Remedy Helpdesk Ticketing system Environment.

Responsible for providing end user support and software, hardware, and network assistance

Ability to complete multiple simultaneous projects in a timely manner

COMCAST, Philadelphia, PA

Field Service Technician, 2002 – 2004

Performed functional confirmation, test and repair at customer site as required by service or maintenance contract

Installed, maintained, and troubleshoot video, Internet and phone in both commercial and residential settings.

Provided start-up, operating and maintenance training for customer.

Installed home networking services and office wireless networking services

EDUCATION

PEIRCE COLLEGE, PHILADELPHIA, PA

Bachelor of Science Information Technology, June 2004

LONE STAR COLLEGE, HOUSTON, TEXAS

Associate of Science Petroleum Engineering Technology, May 2014

ADDITIONAL SKILLS

Fast Ethernet, WAN, LAN, TCP/IP, Frame-relay, PPP, ACL, Network Address Translation, OSPF, EIGRP, VTP, SNMP, SNMPv3, SMTP, TCP-IP.

AFFILIATIONS

Member of the National Technical Honor Society (NTHS)

Member of the National Society of Collegiate Scholars (NSCS)

Member of the African Children Assistance Ministries

Member of Grand Gedeh Associations of the Americas

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