Customer Service Technical Support

JAMES LAWS III

**** **** ****** ******, **** ***

Milwaukee, WI 53210

414-***-**** Phone, 414-***-**** Cell, *******@*******.*** Email

Objective

To obtain career advancing employment that will allow me to use my experience and skill set to help contribute to increased company productivity, service and business growth.

Qualifications

I have over 20 years of diversified Information Technology experience working with computing and technical applications, equipment, tools and various other products. I have strong communication skills, written and verbal. I’m exceptionally organized and very attentive to detail. I’m an active listener with interpersonal skills to effectively communicate with varying levels of end user and IT personnel. I have a working experience with SCCM, Imaging and data migration technologies, Oracle software, MS Access, Lotus 1-2-3, Word Perfect, MS PowerPoint, Outlook Express, MS Office, and Adobe Photo Shop. I also have applied knowledge in PC hardware break/fix and support. Software & peripheral device installation & repair. I’m industry educated in help desk and customer service support within the telecommunications, educational, insurance, retail and financial industries. I am skilled in the use of search engines and web browsers. I’m also CATV certified. I have training and experience with ESIS, PeopleSoft and IFAS. Financial help desk experience with GLOBAL VIEWPOINT, Online Banking web based applications; SERVICE DIRECT (Ticket Logging), PRS Systems, Active Directory and RCA Security Console. I can also configure, maintain and troubleshooting wired and wireless networks.

Experience

Modis, (Johnson Controls via HP/HPE) Deskside Support Technician

Milwaukee, WI (October 2015 – June 2016)

In my deskside support role with Johnson Controls I was able to configure web based applications, service tools and database maintenance. I also provided break/fix repair service on all PC equipment. I operated and verified applications for various business divisions. Imaged machines using SCCM. I have mapped network printers and drives

Replaced and installed peripherals and drivers. I provided end-user technical support.

Customized Dell and HP PC’s and laptops BIOS settings while also performing end user system backup, data migration and configuration restoration.

Apex, (US Bank via CompuCom) Help Desk/ Configuration Support Technician

Milwaukee, WI (August 2015 - September 2015)

I was a refresh technician which meant that I was responsible for the setup, configuration and repair of anything related to new machines and user support. I operated and verified applications for various business divisions while imaging machines using SCCM. I mapped network printers and drives, replaced and installed peripherals and drivers. I provided end-user technical support. I also customized Dell and HP PC’s and laptops BIOS settings and performed end user system backup, data migration and configuration restoration.

Randstad, IT Support Technician at JCP Logistics

Milwaukee, WI (July 2014 – July 2015)

As an IT Support Technician, I supported various operational unit business processes.

I verified needed repairs based on visual and physical inspection and online/paper ticketing systems. I imaged machines via intra-network connection. I replaced and installed peripherals and drivers. Provided end-user technical support. Provided equipment (hand scanners, bar code readers, printers/laser/inkjet/ribbon, ) trouble shooting via specialized training and experience.

Provided vast array of “break/Fix” support for all equipment utilized in the company’s corporate and retail environment’s. I’ve replaced parts for all serviced equipment; Ram, CMOS, HDD, Chipset, Disk Drives, M/B, etc. I provided technical support for issues of low to medium complexity; including installation, setup, maintaining, cabling and replacing of all standard PC/LAN systems.

MSB (Marshall & Swift/Boeckh), Technical Helpdesk

Milwaukee, WI (April 2013 – February 2014)

As a technical help desk technician, I was responsible for responding to requests for technical assistance via telephone support. With the diagnostic support that I was able to provide, claim adjusters and underwriting consultants were able to understand processes and resolve software, hardware and functionality issues. I used remote application services to troubleshoot, install and provide training to various skill levels of end users. I researched questions, found solutions and provided feedback based on acquired information and industry resources to advise end users on the appropriate actions to take.

Sentinel Technologies /BMO Harris Bank, Online Banking Helpdesk Technician

Milwaukee, WI (October 2012 – February 2013)

As a help desk technician I was responsible for responding to requests for technical assistance in person and adherence to phone support schedule. I diagnosed and resolved technical hardware and software issues, researched questions using available information resources and advised users and customers on appropriate actions to take. Followed specific business banking help desk procedures, logged all help desk interactions, administer help desk software, redirect problems to appropriate resources, identify and escalate situations requiring urgent attention, track and route problems and requests, document resolutions and I was responsible for showing customers how to prepare activity reports and to stay current with system information, changes and updates.

FIS, Fidelity Information Systems, CSR 1

Milwaukee, WI (January 2012 – July 2012)

As a CSR 1, my job was to assist customers with various issues related to their pre-paid debit card accounts. I took incoming calls and looked up customer information. I performed maintenance from address changes, activating debit cards, closing accounts, providing balance and account information while always maintaining adherence to the phone support schedule.

McCormick Place/Chicago Restaurant Partners, Bar Porter

Chicago, IL (February 2011 – November 2011)

As a bar porter, my job duties include bar setup and maintaining sufficient stocks of liquor, beverages, ice, fruits and other necessary items such as glassware, napkins and beer mats. I am required to collect and transport stock deliveries to the bar then store wines, beers and other alcoholic beverages in the correct conditions, I also maintain cleanliness of the bar, warehouse, setup kitchen and stock areas, mop floors, take out waste and bus tables.

Jaylaws Systems, (Self Employed) IT Service Technician

Chicago, IL (May 2008 – July 2014)

Responsibilities included billing, data entry, administrative and strategic operations of the company. I am also responsible for computer repairs, upgrades and maintenance of all kinds, PC and MAC, web design and development services, application support of various software packages while also providing media services including videography, photography filming and complete production services. Provide support for diagnostic tools which includes computers, software, hard drives, Memory, Displays, Touch screens, PCMCIA, SD, CD/DVD ROM, Bar Code Reader, Printers, USB, NICs, Wireless (Wi-Fi and Bluetooth), Multi-meters, and Vehicle Communication Interface devices and cables. I also was readily available to identify and remedy Network/Internet connectivity and configuration issues.

Village Ministries Inc., Media Director

Milwaukee, WI (May 2008 – October 2010)

As Media Director my responsibilities included engaging customers in person, by phone, email and internet with information and suggestions for new media products and services. Identify and remedy a variety of hardware and software issues. Responsible for word processing, filming services, special events, and purchasing media equipment as needed. I also managed the preparation, distribution, packaging and sales of all media materials for the organization. I also performed IT and general office duties including software support, computerized tracking of media inventory, faxing, organizing mailings, paper and electronic files as well as scheduling appointments, identifying and remedying Network/Internet connectivity and configuration issues: Wired and Wi-Fi.

Twice & Nice Thrift, Customer Service Associate

Milwaukee, WI (February 2008 - May 2008)

Responsibilities included ensuring that each customer received outstanding service by providing a friendly environment, greeting and acknowledging every customer and maintaining solid product knowledge and an awareness of all promotions and advertisements. I also assisted in floor moves, merchandising, display maintenance, and housekeeping. Processed and replenished merchandise and monitoring floor stock, aided customers in locating merchandise, communicated customer requests to management, assisted in completing price changes within the store and I participated in year-end inventory and cycle counts.

Time Warner Cable, Service Technician

Milwaukee, WI (August 2006 - December 2007)

I installed and serviced all digital services including HD, digital cable, digital phone & Road Runner setup. I provided in-house customer service, and equipment education. Prepped inventory & performed quality control checks on equipment. Scheduled company vehicle and equipment maintenance and trained new installation technicians on procedures and customer service policies. Serviced all TWC outdoor equipment from the outside utility service site down to the customer premises.

Spherion Staffing, Help Desk Support

Duluth, GA (May 2004 - July 2006)

Maintained computer security and provided employee password recovery in a help desk capacity. Created and maintained databases, spreadsheets, letters, mailings and presentations using Microsoft Office. Problem solved software & hardware application online and on-site. My position also included the production of mass mailings, using databases and mail merges, making follow up calls, updating account data and verifying customer information.

Hatch Staffing, IT Support Specialist

Milwaukee, WI (January 2004 to April 2004)

Provided documentation and follow up information on projects assigned to me. Updated account data and verified customer information. I designed databases and spreadsheets using Access & Excel. Maintained computer security and provided employee password recovery in a help desk capacity. My general office duties included faxing, sorting mail, greeting visitors, making copies and answering phones.

Circuit City, Seasonal Sales Associate

Milwaukee, WI, (November 2003 to December 2003)

Responsible for learning all products and product features in each assigned department. Stocked inventory and implemented various techniques to increase sales. Cashiered and provided assistance in communicating sales and new products with customers.

UW-Links, Peer Mentor

Milwaukee, WI (August 2002 to December 2003)

My duties were to familiarize new students with campus activities and university life, to maintain confidential records and correspondence with students using MS Word. I also planned and implemented social programs with faculty, students and other staff using MS PowerPoint presentations.

UW-Milwaukee, Full Time Student

Milwaukee, WI (September 2001 to August 2002)

As a student I learned to apply knowledge to tests, quizzes, online discussions, homework and in study groups. I also applied the proper elements of study and positive rapport building with different types of students and faculty to function in various learning situations. Use questioning and listening skills that support effective communication.

Ameritech/SBC, Customer Service Representative

Milwaukee, WI (May 2000 to October 2001)

I was responsible for customer support and providing superior service via phones, e-mails and faxes as a receiver and caller. I applied the proper elements of telephone etiquette and positive rapport building with different types of customers to satisfy various situations. I used questioning and listening skills that support effective telephone communication to delegate information, problem solved errors in account information and dealt with various levels of management. Created and maintained customer files using MS Windows based office programs.

Education

DeVry University

Computer Information Systems

Milwaukee, WI, 2003-2004

University of Wisconsin-Milwaukee

Computer Programming

Milwaukee, WI, 1998-1999, 2001-2002

Washington High School, High School

Computer Programming

Milwaukee, WI, 1991-1995

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