Customer Service Technical Support

Jonathan C. Boyd

**** ********* **

Snellville, GA 30039

Phone: 678-***-****

Email: ***********@*****.***

Summary of Qualifications:

A results-oriented business professional with excellent skills directly relating to Customer Care, Management, Management Support, Technical Support and Training.

Interact effectively in both a team and One on One setting. A good communicator with excellent written and verbal skills. Professional and dedicated at all times.

Out of the box thinker who can analyze a situation to promptly formulate both a plan and potential solution.

Career Accomplishments:

Customer Service Excellence Award Winner

Selected as a Peer Advisor

Recipient of the Key Contributor Award

Subject Matter Expert

Professional Experience

Precyse,

Helpdesk Application Support Analyst

Current Alpharetta, GA

Responsible for providing technical support to colleagues and clients including but not limited to Password Resets, Account Unlocking and also Account Creation

Utilize ticketing system to record details of issues being worked

Phone, email, remote login desktop and server support of IT technologies and software applications.

Configuration, installation of software and shipping of hardware to clients and colleagues

AT&T,

Sr. Specialist – Customer Service (PMC) Product Management Center

2013-2015 Atlanta, GA

Day to Day: Tier III Tech Support

Troubleshoot SMS(Short Messaging Service), MMS(Multi-Media), Voicemail etc..

Data Troubleshooting

Network troubleshooting like RAN(radio access network), VLR and HLR issues

Basic GMS Global System for Mobile Communications

Porting in Wireless (Carrier Switch)

Serves as first level escalation for problem resolution with consumer or business customers; directs, coordinates, and provides the highest level of support to ensure consistent customer satisfaction.

Responsible for resolution and follow up regarding inquiries relating to billing, ordering, provisioning, or collection; resolves most complex issues including repair, maintenance, billing, and or orders; proactive identification, communication, and resolution of service affecting issues, technical support for product service problem resolution; recognizes and recommends operational improvements.

Live Assist Support Representative

The Live Assist Chat Pilot allowed select Advanced Technical Support Teams to interact via Chat with Live Assist Team to consult real-time to review customer service/network issues in an effort to improve first-call resolution

AT&T,

Customer Service Rep 1

2007-2013 Norcross, GA

Effectively assist a variety of customers with a multitude of different issues. Regularly communicate company policy and procedural changes to fellow team member’s staying current with company development, advancements and also improvements.

Frequently aid both new and existing customers with iPhone Activation and Set Up. Assist Consumers with Billing, Communications, Data and Messaging Issues online via AT&T Billing Click to Chat. Complete device Software and Operations Systems Upgrades.

Provide support on Product Knowledge, Systems and Tools. Working in one or multiple queues/skill sets over various customer contact channels i.e. Relocation, ECare, National Device Unlock Team, ERP, Credit & Activation, Analyst Support, iPhone Support and Transfer of Billing Responsibility.

Respond to customer’s written and emailed request as an E-Care Representative. Review current and previous Billing Information to make to assist customers with making the Rate Plan and Feature changes.

Manager Relief/ Help in 60 Support Representative

Provides Peer Coaching and Development, for new hires and 96 existing employees on a daily basis. Generate Daily ACE Reports.

Serves as the next level of contact for customers who require escalation to reach a resolution. Chosen for Project X-Ray, to help improve process for Transfer of Billing Responsibility.

Chat Technical Support Representative

Wireless voice/data technical support. Understanding of GPRS/EDGE/3G/HSPA+/4G LTE network, SMS, MMS, Basic and Visual Voicemail, AT&T Address Book, Windows Mobile devices and Operating System, Email Configuration and WiFi.

Proficient with iPhone activation and set up. Provision settings in Snooper, CARD, SOA and PEARS as it pertains to Troubleshooting a device, service and/or feature issue. Works cases pertaining to researching, releasing and requesting device subsidy unlock codes. Knowledge of various PDA operating systems including RIM Blackberry, Pocket PC, Apple’s iOS and Android.

System Skills

Remote Support Tool,Cloud Services, MS Exchange, VoIP, Active Directory,Citrix, NetSupport Manager, Google Android Certified Microsoft - Windows, Word, Excel, PowerPoint, Outlook, Internet Explorer, Torch, SCAMPWEB,Rockwell, CARE, Telegence, MYCSP, E-link, IEX Totalview, Peoplesoft, Infomap. Live Person, SOA, System X, Order Track, CCC Tool, CSR Admin Tool, Device Life Cycle, GEOLink, Express Pay, Metcalf, PEARS and T Space.

EDUCATION: 1999-2001 DeVry Institute of Technology, Alpharetta, GA. Majored in Business Information Systems.

Contact this candidate