Customer Service Technical Support

Margaret A. Creelman

Applicable skills

Windows

IBM-PC systems

Cisco - VoIP

Microsoft Office Suite

MySQL

Firefox

Internet Explorer

Putty

Onyx

Previous professional work experience

Account Management Specialist Nov 8 2010 – Jan 25, 2016

TechSoup Global San Francisco, CA

Phone, email and fax based support, including registration assistance, qualification, donation request assistance and minor support involved with understanding instructions for software download and installation. Included: backup for Workforce scheduling and Team Lead.

Customer Account Specialist Nov 1 2003-Dec 15, 2009

SBC Internet Services San Ramon, CA

Supplying first level technical support for dedicated services, including static IP DSL, Frame Relay, T1 lines. Included monitoring for outages within the company network, working within the team to establish outage information and customer contact. Also working with other ISPs such as Covad, Sprint, Verizon, Megapath and DataComm.

Second Tier Technical Support Jan 1 2001-Oct 31 2003

Pacific Bell Internet San Ramon, CA

Phone based technical support for DSL issues including connectivity, software and email support. Both customer and level one base as well as supporting router configurations for other departments within company. Also included chronic escalations and executive callbacks, as well as monitoring department call volume for commonalities and network outages.

First Tier Billing Support March 2000 - Dec 31, 2000

Pacific Bell Internet San Ramon, CA

Phone based billing support for Web Hosting. Primarily customer facing, sometimes helping other departments. In the course of duties, some technical assistance was given to help support the technical team (minor issues like added/deleting email accounts and instruction on changing passwords)

Assistant Manager Nov 1996 - March 2000

StoneMountain and Daughter Fine Fabrics Berkeley, CA

In-store customer service as well as phone-based customer service. Money handling, phone orders, mail orders, customer requests, data entry and database upkeep.

Non-full time occupations, past and present

BayCon Convention Operations Every May, 2002 – May, 2011

Artistic Solutions, Inc. San Jose, CA

First on staff, then acting as second in command, and finally as head of Convention Operations; primarily dealing with the flow of information and incident reports, minor money handling, prioritized in convention staff support.

DunDraCon Committee Every Feb, 1988 – Present

DunDraCon Inc. San Ramon, CA

Started as registration staff (data entry, money handling) then became committee member in charge of martial arts demonstration. Now function as liason to martial arts groups and acting on site registration manager, overseeing data entry volunteers.

Currently secretary to the Corporation, responsible for taking and submitting minutes of each meeting, coordinating with other corporate members unable to attend meetings.

Society for Creative Anachronism Nov 1996 – Nov 1998

SCA, Inc. Milpitas, CA

Regional officer (Greater Bay Area) for non-profit educational organization, in charge of site security and fire safety. Maintained database for local officers, including reports to compile and deliver to State Officer (N. CA and most of NV) with regional report. Trained duty officers and maintained site fire safety equipment.

References

Jeremy Pennock 925-***-**** – former manager

Ariel Peterson 408-***-**** – DunDraCon associate

John Maxson 415-***-**** – TechSoup Supervisor

Greg DeMasi 510-***-**** – BayCon associate

Donna Hutt Stapfer Bell 310-***-**** – Personal reference

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