Customer Service Engineer
Resume:
DUC MINH LE
Lansdale, PA 19446 *******@*******.***
OBJECTIVE To secure a challenging position in Entry level Software Engineer
EXPERIENCE
Reed Technology and Information Services Inc., Horsham, PA 9/00 – Present
Helpdesk Technician (07/05-Present)
Answer and analyze customer requests via telephone and email Inbox.
Provide responsive and competent end-user support for technology and application questions and problems.
Enter calls into Help Desk software and escalate problems to appropriate technical personnel as necessary.
Maintain detailed documentation of all calls and inquiries coming into the support desk by using the Help Desk software.
Analyze, configure, and troubleshoot application, workstations, system software, drivers, and related client systems in support of our custom-developed application.
Contribute to ongoing improvement of customer support processes.
Monitor electronic ePower workflow for performance issues.
Monitor production queues for performance issues.
Provide On Call and Remote support off hours.
Transfer, Extract, Load PTO (Patent Trademark Office) files.
Production Planning Analyst (01/05-07/05)
Was responsible for monitoring the production process ensuring schedules were met and adequate production flow was maintained.
Also responsible for maintaining and updating MS Access database.
CWU Data Entry/Senior Data Entry Operator (09/00-01/2004)
Typed, drew, and proofed to daily production in order to meet client schedules
Transcribed data from source documents according to established procedures and rules. Verified data entered against source documents for typographical errors, missing/repeated data, correct use of composition codes and style rules and edited to make corrections.
Temple University, School of Dentistry, Philadelphia, PA 04/98 - 04/99
Web Development Assistant (4/98-4/99)
Assisted in implementing, updating, maintaining, and developing web pages.
Helpdesk Support Assistant (4/98-4/99)
Assisted users in how to use applications, printer, scanner, email, Internet, and FTP.
Fixed PC problems.
LANGUAGES VB.NET, VB 6.0, ASP.NET 2.0, ASP, CSS, HTML, JavaScript, C#, C++, Linux/Unix, XML, SQL
DATABASES SQL Server 2005/2000, Oracle, Microsoft Access 2007/2010
APPLICATIONS SharePoint 2010, Visual Studio 2010, MS Office 2010, MS Office 2007
OPERATING SYSTEMS Windows 7/NT/XP, UNIX, DOS
EDUCATION
Help Desk Institute Certified / Customer Service Representative Certificate 05/2012
Bachelor of Science - Computer Science / Temple University, Philadelphia, PA 05/1997-05/1999
Associate of Science - General Studies / Montgomery County Community College, Blue Bell, PA
Contact this candidate