Customer Service Support
Resume:
NEIL A. COLLINS
************@*****.***
SUMMARY
Hands-on professional with 14+ years experience in network administration, user support, and customer service. Able to plan and direct demanding priorities, meet deadlines, and work independently and cooperatively. Experienced with PC and MAC platforms and applications.
WORK EXPERIENCE
Amplify Learning
Senior Tablet Support & Testing Technician October 2014 – October 2015
• Support customers with the implementation of IT services including: providing extensive technology and network site screens to determine implementation readiness, Wi-Fi network support and providing training and direction.
• Provide on-site support during implementation of the digital curriculum by assisting with configuration & launch of the products, and in-school support for teachers during the initial days after launch.
• Work with software and network engineers to troubleshoot issues at any level of architecture – kernel, network, applications and services.
• Work with 3rd party providers and district IT staff to understand current network and wireless implementations and how they may be modified to better function with Amplify’s technology.
Dimensions Eleven
Mobile Device Field Technician October 2012 – December 2013
• Collaborate and coordinate with national team members to ensure efficient operation of the company's technology environment
• Perform onsite analysis, diagnosis and resolution of simple to medium level problems, and recommend company approved best practices for end-users
• Work closely with the development and test teams to ensure issues are corrected and usability problems are understood
• Assist with testing and monitoring user experience and provide feedback
• Respond to incoming calls, pages, and/or emails regarding mobile devices
• Provide end user support including login assistance, wireless device, computer troubleshooting, issue resolution and general wireless session problem solving
• Assist with managing wireless inventory and loss prevention
The Washington Post
Senior Staff Associate/Advertising Operations June 2004 – October 2012
• Coordinate and distribute proof advertisements to clients and agencies
• Investigate, update, and communicate technical issues and ad specifications to internal and external sales, clients, and agencies
FedEx Kinko’s
Center Technology Specialist May 2001– February 2009
• Maintained equipment and network installation, configuration, repairs,
hardware, and software replacements and upgrades
• Maintained LAN system and provided technical support on and off-site
• Worked with management to reduce costs and optimize profitability
• Served as liaison between store personnel and corporate technology department for quick resolution of issues with company-wide systems, remote access, imaging and re-imaging servers and PCs
EDUCATION & PROFESSIONAL TRAINING
A+ Certification October 1999
Digital Technology School, Gaithersburg, MD
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