Customer Service Representative

EDUCATION

ITT Technical Institute March ****

Owings Mills, MD

Associate of Applied Science in Information Technology – Computer Network Systems

SKILLS PROFILE

Subject Matter Expert on Windows Operating Systems

Advanced knowledge of Microsoft Office Package

Database Development (Microsoft SQL Server 2008)

Microsoft Desktop Operating Systems (Microsoft Windows 8)

Microsoft Network Operating Systems I & II (Microsoft Server 2008)

Linux Administration (CentOS, Fedora, Red Hat)

WAN Technology and Application Systems (Packet Tracer, Microsoft Visio)

Computer Programming (Python & Raptor)

Information Security Systems (VMware Player)

HP DesignJet and LaserJet printers

HP desktop and laptop hardware

EMPLOYMENT HISTORY

CSB Engineer Oct. 2013 – April 2015

Hewlett-Packard

Baltimore, MD

Analyzed, troubleshoot, and repaired computer systems, hardware,and peripherals

Documented, maintained, and upgraded/replaced hardware and software systems

Placed outbound calls to customer to follow-up on service

Travelled to customer locations for replacement/repair

Service/Warehouse Technician March 2009 – Oct. 2009

DirecTV

Owings Mills, MD

Issued satellite equipment to customers

Installed customer equipment

Travelled to customer locations for installation and troubleshooting

Research Associate Oct. 2006 – Sept. 2007

Arbitron Corporation

Columbia, MD

Conducted telephone surveys for research of radio ratings

Collected consumer responses and accurately recorded data

Utilized electronic interviewing systems

Customer Service Representative Oct. 2005 – Dec. 2007

Solo Cup Company

Owings Mills, MD

Researched availability of raw material stock

Expedited customer requests for sales orders

Initiated write-ups of returned items

Directory Assistance Lead Operator Sept. 2001 – Aug. 2005

Metro One Telecommunications

Woodlawn, MD

Handled directory and enhanced directory assistance calls for wireless providers, provided movie listings, restaurant reservations, and driving directions

Trained newly hired staff in Directory Assistance Operator processes

Conducted real-time phone monitoring and coaching to operators to maintain required service levels

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