Customer Service Technical Support

Phil Chan

****.*.*.****@*****.*** LinkedIn www.linkedin.com/pub/phil-wing-wei-chan/11/147/3b3 678-***-****

IT professional with over 14 years of experience with

Project Management and Troubleshooting skills.

Troubleshooting

Information systems

Help Desk

Windows

Product Support

System Configuration

Customer Service skills

Database Development

Technical Writing

Data Entry

HTML / jquery

Operating Systems

Spreadsheets/Macros

Quality Assurance

Healthcare Terminology

Programming Languages - Pascal – Cobol - C++ - Visual Basic – Java

Associates degree in computer science

Professional Experience

Pend Specialist – Altegra Health Feb 2015 – May 2015

Monitor the accuracy of project information by reviewing charts that are pended from other departments

Working closely with scheduling Supervisors and QA members to address any issues of invalid pends

Tier 1 Technical Support representative – Geek Squad (outsourced via Wipro) Sep 2014 – Feb 2015

Providing 1st point of contact for technical support for residential customers. Troubleshooting issues with windows 8/7/vista/XP/OSX with remote access tools in a call center environment.

Ranked in top 20 in over 300 agents of call center with 88.9% NPS rating.

Deli Clerk – Kroger Nov 2013 – Sep 2014

Manager of Information Systems & Technology - Dukes Foundation (part time) May 2012 - Current

Managing Online Tutoring Program

Internet Safety for Youth usage development

data security

data backup and storage systems

Providing and coordinating all data systems hardware and software maintenance

repairs and upgrades

Maintaining a working knowledge of all information systems software and providing support and training to Volunteer staff

Determining system needs and recommending hardware and software upgrades.

Broadcast engineer and video Editor - Megavue TV (part time) June 2012 - Current

Editing video products for internet-based TV Station

Creating production workflows for video broadcast and live streaming

Maintaining company equipment inventory and responsible for budget administration for new device acquisitions

Research and development of best practice policies in use of camera, sound and lighting systems.

Video editing and sound engineering for TV productions with NLE systems

Coordination and production of live events

Freelance Photographer Apr 2008 - Current

After relocating from United Kingdom and seeking full time employment I am currently doing small scale photography for websites. Such as all photos on http://www.etsy.com/shop/NellyGene and dazzl.com

Planning Analyst - BUPA UK Aug 2007 - Nov 2007

Within the planning team I was responsible for the administration of the rollout of BUPA’s new SWIFT system across the entire company. Knowledge of MS Excel was fundamental for this job.

Digital media editor - Stromberg Architectural Products Feb 2006 - Mar 2006

A wide range of skills within digital photo editing, promotional video post productions, audio editing, and voice acting were driven to satisfy this on-line employment of this prolific architectural company in Texas. Ability to use Adobe Photoshop, Audition, and Premiere was necessary for this employment.

Sales Assistant - Greenwoods Menswear Mar 2005 - August 2005

Responsibilities in this temporary job include maintenance of a clothing store, ensuring good customer service and meeting sales targets.

Education and Skills

Computer Skills

Remote Desktop Troubleshooting tools Join.me, GoToMeeting, LogMeIn, TeamViewer.

Microsoft Word, Excel, PowerPoint, Access, Outlook, Visio, Internet Explorer, and FTP programs.

Various Audio and Video production software, such as Adobe Premiere Pro, and Adobe Audition

Multiple web development and photo editing applications, including Illustrator and Photoshop.

General networking concepts including DNS, DHCP, FTP, TCP/IP & VPN

Education

Leeds Metropolitan University, West Yorkshire, United Kingdom

HND Computing (associate degree equivalent)

BSc computing year 1, 2 & Industrial Placement

South Trafford College of F.E., Manchester, United Kingdom

BTEC National Diploma Computer Studies

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