Customer Service Technical Support
Resume:
Nicholas Head
Conley, GA ***88
********.****@*******.***
IT Help Desk Specialist
Solutions-focused IT professional with IT certifications and over two years of help desk experience. Effective communicator and liaison with the ability to explain complex process in easy to understand terms for end users. Proven ability to create and deliver solutions that meet corporate objectives tied to business and technology performance. Ability to operate in a wide range of platforms and environments. Strong reputation for integrity, perseverance, and work ethic.
IT Certifications
A+
Network +
Security +
Key Skills
Technical Support Detail Oriented Windows 7/8 OS
Knowledge with Linux (Fedora, Centos) Microsoft Office 2010 (Word, Excel, and Power Point)
LAN/WAN, TCP/IP, VPN, Type 50 WPM. Quickly learns new software applications. Excellent Customer Service Skill set. Remote desktop.
Education
MS in Network Security
Capella University, Atlanta, GA
In Process, 2017
BS in Computer Science / Cyber-Security
ITT Technical Institute, Atlanta, GA 2014
Dean List 3.78/4.0 GPA
Associate of Science Degree, Computer Network Systems, A.A.S
ITT Technical Institute, Atlanta, GA 2012
Dean List 4.0 GPA
Professional Experience
05/2015 –Present Wireless Tech Support Specialist Covington, GA
Pure Talk USA
Provide tier 1 surveillance and maintenance support for Pure Talk USA’s voice traffic network.
Proactive monitoring of tickets and call completion rates via Telegence System. Update user accounts via Telegence software as needed. Responsible for in bound and out bound calls requiring technical trouble shooting.
Follow established procedures and policies when responding to customer cell phones technical situations.
Escalade calls to next tier technical support as required
Provide excellent customer service for all lifeline customers via email, text, instant messaging and softphone as needed.
11/2013 – 7/2014 Ericsson Smyrna, GA
Help Desk / National Coordination and Dispatch Center (NCDC)
Dispatch Specialist
Handle Customer Service issues and analyze issues/incidents and recommend/execute timely escalations of issues, internally or externally.
Identification of complex and unresolved issues, timely escalation to the next level & coordinate for resolution of the issue.
Ensure customer service satisfaction with the performance of installed Ericsson systems by successful handling and reporting of all technical problems.
Performed under time constrains depending upon the business requirements.
Work within well-defined SLA (Service Level Agreement) and WLA (Work level Agreement) following the defined processes and ways of working with prime focus towards customer satisfaction.
Suggested action to correct deviations and monitor and ensure its execution on time and according to the agreed scope.
Manage the hand-over of resources, services and activities to the global/ local delivery unit, securing that enough capacity and support infrastructure is available.
Secure the operational processes adherence and the application of continual service improvement activities.
Manage the field workforce via the Work Force Management Ticking (WFM) system, analyzing workload/workforce, making decisions for needed adjustment as workload dictates, identifying system problems, and initiating and communicating the required actions for resolutions.
Perform Dispatch functions for the Field Services organization as part of the National Coordination and Dispatch Center (NCDC)
11/2012-06/2013 PC Technician / Intern Decatur, GA
Enter commands and observe system functioning to verify correct operations and detect errors.
Connect users to the internal network using wireless routers or direct connect.
Troubleshoot issues with client regarding wifi connectivity and LAN connectivity.
Install and implement new or modified infrastructure components (hardware/software) as well as client application solutions.
Enhanced remote access through uses of remote desktop, remedy, VPN and logmein
Set up equipment for client use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
Install, perform, and record repairs to hardware, software, or peripheral equipment, following design or installation specifications.
Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
Refer major hardware or software problems or defective products to vendors for warranty replacement service.
6/2001-07/2011 United States Navy Atlanta, GA
Operations Specialist
Maintained full accountability for handling a diverse range of day-to-day operations, in support of organizational goals. Demonstrated solid communication skills in facilitating the command, control, communications, and information support. Researched, prepared, and submitted a broad range of manual/automated data products using Theater Battle Management Core System. Actively spearheaded the Common Data Link Management System, Ships Self Defense System MK2, Command Control Processor, and Naval Tactical Data Systems. Strategically planned, allocated and administered budgets to maximize use of resources while controlling costs.
Supervised; directly trained, managed, mentored, and motivated plotters, radiotelephone operators, and other members of the watch sections.
Demonstrated exceptional problem solving skills in overseeing ships, aircraft, missiles, and natural objects by observing radar and managing a radar navigation plot of own ship's movement.
Contributed critical thinking skills and sharp attention to detail toward defining and implementing policies to boost overall operational performance.
Supported senior management in critical decision-making and business planning initiatives by efficiently compiling and producing detailed reports.
Applied strategic planning, prioritization, and project management skills toward consistently achieving critical deadlines while maintaining high quality standards.
Additional Experience
5/2006-2/2010
United States Navy Atlanta, GA
United States Navy Recruiter / Recruiter in Charge
Prioritized and coordinated recruiting initiatives to maximize number of recruits and build key relationships. Demonstrated strong communication skills in successfully recruiting individuals into the U.S. Navy and Naval Reserves. Applied a strong proficiency in effectively apply recruiting techniques and knowledge of recruiting textbooks and Navy enlistment programs and policies.
Trained prospects, groups, and the community throughout all phases, including qualification and enlistment of new recruits.
As an adviser, train, motivator and assisted applicants throughout the entire enrollment process, as well as offering support in preparation for boot camp.
Scouted various new market populations, prospected recruits, conducted interviews, enlisted individuals, and completed enlistment records, further illustrating exceptional multitasking and prioritization abilities.
AWARDS & ACCOLADES
United States Navy, Honorable Discharge, 2010
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