Customer Service Technical Support

MICHAEL ASHLEY VANDER-PUIJE

**** ******* **** ***, ********, MD. 21045, 240-***-****

*********@*****.***

PROFILE

Results-driven, self-motivated and dependable general IT professional, with over 7 years of extensive and progressive professional experience. Detail-oriented with great verbal and written communication skills, obtained as a result of building rapport with diverse individuals while handling complex and technical issues. Experience has led to an expertise in cost saving measures, and client satisfaction initiatives.

EDUCATION

Kwame Nkrumah University of Science and Technology – Ghana

1998 - 2001

Bachelor of Science in Data Processing

Ghana Institute of Management and Public Administration – Ghana

2002 -2003

Certificate in Strategic Planning

PROFESSIONAL EXPERIENCE

ActPro Support (Bowie MD) April 2013 –Present

Help Desk Associate

Provide help desk support to end-users of proprietary software.

Resolve customer issues using remedy and escalate unresolved issues to senior technical support

Answer questions about product features and resolve user problems.

Document all issues and generate reports detailing common problems and error trends when creating tickets.

Escalate service questions to appropriate client representatives on the Business side.

Fill in for in-house IT services as needed, installing new desktop systems for developers, project managers, and quality assurance team members.

General Support (Washington DC) November 2013 – March 2013

Technical Support Representative

Responded to client account questions, including billing and field service requests.

Created service orders to replace defective parts or request technician assistance.

Investigated reported issues and walked customers through scripted service protocols to rule out numerous problems.

Maintained up-to-date knowledge of all company products, service procedures, and offerings to properly assist clients.

Bak-link Computers ( Ghana)

2003 – 2006

Program Manager

Install Microsoft office on all employees and client computers and ensure its regularly updated

Oversee the purchase, installation and maintenance of new network laser printers to speed customer service.

In charge of all software installation to our client so as to respect copyright issues and prevent virus infection and propagation

Contributed to training and orientation other staff on computers policies and procedures

Create network accounts and passwords for all authorized users of the organization.

Help client retrieve any documents or emails they deleted inadvertently either by undoing their action on the computer or using special software.

Performed other menial duties like loading printers and copier papers, replacing ink cartridges, keeping all computers hardware and peripherals dust and scratch free

SKILLS

LAN aptitude and over the phone Support.

Proficient in phone, printer, and security

Windows XP/Vista, MS Office proficient

Familiar with windows Active Directory and Linux (Centos7 and RedHat 6, 7)

Familiar with Oracle database.

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