Customer Service Technician
Resume:
Henry G. Marquardt III
P.O. Box *
Lena, WI *****
Email; acs8bm@r.postjobfree.com
Cellular 920-***-****
Home 920-***-****
Objective
To secure a responsible, challenging position to utilize my skills, with opportunity for advancement for optimum growth opportunities, within the IT field.
Qualifications
A competent professional in business with a strong record of achievement in providing the necessary computer troubleshooting, installation, networking, repairing, and personnel management and motivation expertise to ensure streamlined operations, customer satisfaction, and increased profitability. Effective decision-maker; ability to quickly evaluate alternatives in a logical manner. Excellent communication, listening and negotiating skills coupled with the ability to effectively establish and maintain rapport with all levels of computer management and ensuring 101% Customer Satisfaction to all clients. Proven background at the highest levels of computer management and operations, personnel development and training encompassing keen leadership, team player, planning, organizing and problem-solving, all of which realized significant contributions to bottom-line results. Proficient in ALL WINDOWS Platforms.
Experience
01/14-Present Customer Service (Work @ Home) Asurion /DirecTV
Case Manager/DirecTV Nashville, TN
Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and accurately. Deliver world class customer service by communicating with energy and personal confidence. Troubleshoot technical equipment / programming through use of Client’s resource systems to identify root causes and provide appropriate resolution. Determine appropriate courses of action to ensure the result is successful both from a Client and customer standpoint and documents the interaction through contact tracking. Assist with billing inquiries. Provide “best value” information and make appropriate upgrade offers. Provide accurate product information and serve as a knowledgeable resource for the customer, accurately representing the Client and Asurion. Meet/exceed all monthly key performance standards, and deliver exception reliability and adherence to schedule. Balance the needs of the end user customer while balancing the needs of the internal business requirements for productivity and performance.
04/11-01/14 Graphic Design/IT Specialist /Customer Service Quartz Graffix
Part Time Digital Imagery Coleman, WI
Conceived ideas, concepts, and campaigns; design, produce, work with others and coordinates in the creation of multifaceted communication materials in print, and other mediums for a variety of projects. Define design criteria; develop concept and direction; proposes, direct and create art and photography. Operate a computer or use traditional techniques for a variety of graphic design activities, including desktop publishing and layout, production, and illustration. Monitor and track
Experience Continued…
production projects to ensure proper and timely completion; Select and purchase graphic and photographic supplies. Maintain all computer issues/equipment and supply inventory; maintain accurate files and records. Responsible for all accounts using QuickBooks.
07/05-Present Lead Technician / Remote Support Affordable Computer Solutions
Part Time Mobile Computer Repair Las Vegas, Nevada & Lena, WI
To generate a profit and growth at a challenging and manageable rate. Contract work including large (100+) deployment of hardware & software. Marketing & networking, responsiveness & quality, while generating repeat customers. Effectively troubleshoot any computer related problems and/or difficulties while implementing viable solution to ensure an efficient and smooth flow of overall operations and procedures. On-Site technician within home and/or business, inspecting breakdown of equipment and repairing the problem; ensuring 101% Customer Satisfaction. Responsible for escalated on-site service calls, determining final decisions and overriding of charges applied to unsatisfied customers. Set-up and install of multi camera surveillance system and opening of ports for remote viewing.
01/04-07/05 Lead Technician Computer Medics
Mobile Computer Repair Las Vegas, Nevada
Effectively troubleshoot any computer related problems and/or difficulties while implementing viable solution to ensure an efficient and smooth flow of overall operations and procedures. On-Site technician within home and/or business, inspecting breakdown of equipment and repairing the problem, ensuring 101% Customer Satisfaction. Creating and Training of building a franchise.
04/02-09-03 Manager/Senior Technician Friendly Computers
Mobile Computer Repair Las Vegas, Nevada
Effectively troubleshoot any computer related problems and/or difficulties while implementing viable solution to ensure an efficient and smooth flow of overall operations and procedures. On-Site technician within home and/or business, inspecting breakdown of equipment and repairing the problem, ensuring 101% Customer Satisfaction. Managing a team of twenty + employees, delegating duties to all employees, assisting in overall operations of twenty seven franchises while maintaining overall operations within corporate office. Opening and closing of store; including logging of all daily transactions, clearing accounts, completing all “end-of-days,” setting and securing store. Training of potential franchisees and technicians.
07/00-04/02 Case Management / Customer Support / Supervisor ClientLogic Corp.; Dell
Dell / Call Center (computers) Las Vegas, Nevada
Customer Service; Helpdesk support/troubleshooting and resolving within time frame. Verifying and making necessary changes to customer contact information, shipping necessary parts if applicable. Responsible for unsatisfied customers; determining final decision/s. Maintaining overall operations by conducting procedures to 50+ call center representatives.
Education / Awards
01/01-02/01 Dell
Las Vegas, Nevada
Certificate: Dell Technical Support
11/00-11/00 MicronPc & ClientLogic
Las Vegas, Nevada
Award: Employee of the month and Certificate: Micron Technical Support
01/99-05/00 Western Nevada Community College
Carson City, Nevada
Concentration: IT/Computers G.P.A. 3.85
Award: A+ Certification
08/94-12/96 Community College of Southern Nevada
Las Vegas, Nevada
Concentration: Business and Computers G.P.A. 3.47
PROFESSIONAL REFERENCE LIST
REFERENCE RELATIONSHIP YEARS KNOWN
Dr. Dwight Meierhenry D.D.S. Professional 7
Owner/Nevada Dental
Las Vegas, Nevada
Vibea Jessen Professional 7
Owner/Forlex Sales, INC.
Las Vegas, Nevada
Patrick (Baker) Hodkiewicz Personal 30
Fork Lift Operator – Saputo
Lena, Wisconsin
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