Customer Service Technical Support

Larry D. Poole, Jr.

**** ****** ****** ** *******, NC 28027

980-***-**** ***********@*****.***

SKILLS SUMMARY

Maintain/repair computer systems to improve speed, reliability, and efficiency of operation.

Strive to promote high-quality, results-driven, prompt, and professional customer service.

Assist customers with hardware and software problems, troubleshooting, and resolving a wide variety of performance problems and questions.

Abilities include working independently or as part of a team, fast learner, and dependable.

EXPERIENCE

Optum, Inc., Concord, NC 07/2007-11/2015

Customer Service Representative

• United HealthCare - Receive calls from Medicare Advantage members with inquiries regarding billing, benefits, assistance locating medical providers.

• CVS/Caremark - Assisting participating members with questions regarding mail order prescriptions, including placing orders, order status, billing, prescription costs and other issues relating to membership and services.

• Vonage - Troubleshoot devices and answer questions about services and features, billing and shipping inquiries.Verify customer account information, change payment options, and upsell other services to customers-change rate plans, add voice or fax lines, adding devices to accounts.

Connected Office Products, Inc. d/b/a Toshiba Business Solutions Carolinas, Mt. Gilead, NC

02/2006-07/2007

Field Service Technician

Repair and service Toshiba and Risograph copy equipment for school systems and government facilities in Cabarrus, Rowan, and Stanly Counties.

Maintain orderly and accurate parts inventory, part usage, and inventory transfer reports.

Communicate directly with key operators in customer locations.

Provide technical support as necessary to key operators on copy equipment.

Aiello Enterprises, Inc. d/b/a Cartridge World, Charlotte, NC 10/2004-02/2006 (FT) 02/2006-10/2007 (PT)

Customer Service Technician

Refill/remanufacture ink and toner cartridges for residential and commercial customers.

Provide technical support on cartridges for customers by phone and in store.

Perform transactions in a retail environment handling cash, credit, and check.

Complete inventories of empty cartridges brought in from a school or business.

EDUCATION

ECPI College of Technology, Charlotte, NC 1995

Computer/Electronic Technology

South Point High School, Belmont, NC-Graduated 1982

CERTIFICATIONS

CompTIA A+ Core/Microsoft Windows and DOS Operating System Specialty 1997

CompTIA Network+ Certification 2001

Microsoft Certified Professional (NT4/Windows 2000 Professional/Server) 1999/2002

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