Customer Service Technical Support
Resume:
Microsoft
C E R T I F I E D
Professional
Dimitrius J. Persley
Hamtramck, MI 48212
*****************@*****.***
Objective - To obtain an interesting position with a growing company where I can use
my abilities and harness my passion for technical excellence.
Key Strengths –
Over 6 months of web design and updating web pages for GM, Chrysler, Ford.
Familiarity with Search Engine Optimization (SEO), pay per-click (PPC), MCSE.
Over 6 years’ experience in technical support / helpdesk call-center environment resolving technical issues while following corporate standards.
Secretary at The University of Dallas for 6 months.
Over 15 years of skill in customer service related job fields
Extensive familiarity with supporting MS Platforms, Windows 2000, XP, & Vista Windows 7
Troubleshooting tablets, mobile devices, running iOS /Android / BlackBerry operating systems
Trained Blue Cross Blue Shield users on new hp multi-functional printers.
Extensive experience with hardware & software installation, configuration and maintenance.
Use of Citrix “Go to Assist” (GTA) & MS Lync troubleshoot hardware and software issues.
Use of Microsoft CRM and Service Now software to route and escalate trouble tickets.
Configuring of various types of firewalls, mapping network drives, and network printers
Experience with Active Directory to reset passwords, edit, and maintain user accounts
Strong ability to provide end-user technical support via phone, email, and remote desktop sharing using proficient communication skills to serve non-technical cliental
Certifications
Microsoft: 70-210 (Windows 2000 Professional)
Java Certification 2014
Education
High school - Richardson, TX
1998-2002 - President of Social Media club, Environmental Awareness club - General Education Diploma
Technical school - Richardson, TX
2002-2003 - Texas Instruments – Computer programming & Information Technology Specialist programs
Snap On/ Nexiq Technologies
August 2015 – February 2016
PC Integration Specialist for Penske, Pepsi, Frito-Lay, UPS
Rochester Hills, MI
Trouble shooting of hardware, Lexmark printers, software support.
Support and trouble shoot Eaton Service Ranger, Cummins, Bendix, Detroit Diesel, Freightliner, Volvo Tech Tool, Allison, Navistar, Caterpillar, Thermo King,
Reactivating and purchasing software for users.
Assisting in ordering of new or replacement equipment;
Knowledge of remote repair using TeamViewer, go to Assist, Fast support,
Use of Asset Manager ticketing software.
Skilled in HTML and drive path programming.
HP/Pomeroy
December 2014 – July 2015
Blue Cross Printer Refresh Team / Desk-side IT Support Contractor (contract for 6 months)
Detroit, MI
Trouble shooting of laptops, hardware, printers, software support.
Install and configure HP printers and software.
Assisting in ordering of new or replacement equipment;
Training of numerous large groups on how to use printers and mapping of printer drives.
Reformatting and configuring of printers.
Reporting daily stats on printer installs and removals.
Updating Service Now ticketing software.
Troubleshooting and decision making on networking systems.
North American Bancard
September 2014 – December 2014
Technical Support Representative
Troy, MI
Responding to phone calls to/from/ NAB merchants who needed assistance with terminals and other technical issues associated with their accounts.
Assisting in the ordering of new or replacement equipment.
Adding and updating equipment features.
Tracking and logging calls using call tracking system.
Requesting and creating special file builds.
Updating and navigating through in-house systems.
Robert Half Technology /Cobalt ADP
June 2014 – August 2014
Level 1 Technical Support/Help Desk (temporary assignment position)
Detroit, MI
Knowledge of website design and page layout principles desired.
Providing customer service through direct day-to-day contact with ADP Dealer Services
Supporting of Windows XP, Windows 7 and iOS platforms
Contacting customers through various forms of communication primarily phone and email.
Troubleshooting website issues and respond to internal and external customer requests.
Hewlett Packard / CDI
March 2013 – March 2014
Helpdesk / Technical Support
Pontiac, MI
Providing information technology support for a global pharmaceutical company with a strong emphasis on advanced application troubleshooting, mobile device security, and private domain administration.
Experience with Active Directory resetting, unlocking and managing user accounts
Supporting of Windows XP, Windows 7 and iOS platforms
Configuration of Junos-Pulse / Juniper to ensure SSL VPN connectivity on mobile devices
Configuration of MobileIron in an enterprise wide environment to ensure security, encryption, and polices set for end-users on mobile devices.
Setup and configuration of wireless and wired local and network printers to print from both PC’s and mobile devices
Troubleshooting devices remotely using Carbon Copy and MS Lync
Supporting of proprietary iOS applications for Eli Lilly Drug Reps
Experience with Service Now for trouble-ticket routing and escalation
Skills with MacAfee Endpoint Encryption
Comcast
August 2012 – January 2013
Retention / Customer Service
Sterling Heights, MI
Developing and maintaining up-to-date knowledge of the company's products,
programming, and marketing campaigns in order to effectively sell new
or upgraded services.
Exceeded budgeted retention goals for all product lines.
Eliciting and recording customer information and inquiries (about 30-60 calls per day).
Trouble ticket routing and escalation
Creating new user accounts and maintaining existing accounts
GM OnStar / Convergys
July 2009 – August 2012
Helpdesk / Technical Support
Warren, MI
Trained as an On-Star Manager
Conducting inbound marketing techniques
Configuring, enabling, updating, and running diagnostic probes to OnStar unit hardware.
Reviewing files, records, and other documents to respond to technical concerns
Educating customers on appropriate OnStar products, pricing and subscription length options.
Phone, email, support, providing end-user support and customer service.
Contact this candidate