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Customer Service Microsoft Office

Norcross, Georgia, United States
October 15, 2016

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DAN ARNOLD 470-***-****


** **** ***** ********** ******* on Delivering Exceptional IT support, Customer Service and Relations Development • Delivering high-impact results through the effective combination of service expertise, acute attention to detail, and interpersonal communication techniques

Client Relations Management Technical / End User Support Data Backup & Recovery Software & Hardware Troubleshooting Application Installations / Upgrades Process Improvements Workstation Roll-outs Workflow Streamlining Virus / Spyware / Adware Removal My desire to change careers is to follow my passion within the IT field where I excel in encouraging non-technical users understand and overcome their specific technology issues. I hope to challenge myself and continue to gain an edge within technologies ever evolving nature. My international sales and customer service background along with my excellent listening, troubleshooting, and communication skills make me a huge asset for today’s fast-paced, technology-dependent business world. RELEVANT EXPERIENCE

Inside Sales Account Manager

TSAWorld, Inc. 2005-2016

Partsmart, Corporation 2004-2005

* Built and maintained successful relationships with service providers, dealers and consumers both abroad and domestically along with a history of exceeding employer expectations across office machine industry.

* Provided application hardware and software support to users in response to service requests.

* Successfully used CRM to manage existing and new contacts and insure continual interaction and repeat business.

* Investigated and recommended hardware and software solutions, upgrades, and patches in response to business needs and demands.

* Represented company in re-manufactured industry trade shows within the USA which boosted new growth by 10%

* Assisted with the development of policies, processes, and procedures in alignment with CEO’s overall strategic goals.

* Consistently contributed to office machine repair knowledge base thru technical and process support documentation. Listener Services Associate

Living on the Edge Ministries 2003-2004

* Providing exceptional customer support to radio broadcast listeners order problems, resource needs and guidance.

* Accurately recorded data entry transactions from call center and web orders into database tracking system. IT Senior Technician

Walk Thru the Bible Ministries 2000-2003

* Assisted in migrating from a Novell Netware to a Microsoft Windows 2000 Server based network on an expedited schedule with no down time including all necessary background procedures.

* Assisted in implementing a Microsoft Exchange 2000 e-mail system which not only streamlined existing e-mail retrieval but provided increased efficiency and easier maintenance.

* Analyzed, documented, and provided solutions for day-to-day complex technical issues with servers.

* Worked one-on-one with over 70 users within all departments pinpointing and solving MAC and PC related problems

* Increased user productivity through individual training on department specific software.

* Assisted in analyzing and troubleshooting network hardware / software issues which affected the e-mail system thereby saving the company thousands of dollars in possible lost revenue.

* Received Employee of the Year award.

Production Information Specialist

Compaq Computer Corporation 1999-2000

* Provided prompt, courteous, professional telephone support on a call center for Bell South dial-up Internet clients and resolved 95% of all incoming ACD calls.

* Successfully logged all call details and outcomes into help desk ticketing system. Dan Arnold

Resume – Page 2

Department Manager

Smith Ace Hardware, LLC 1997-1999

* Started from "ground-zero" a tool rental department and increased monthly sales by 40%.

* Assisted Hardware Department in exceeding monthly sales quota.

* Implemented new sales promotions in both hardware and rental departments.

* Ensured and delivered a high rate of loyal return customers through direct contact and assistance with retail purchases and questions.


• Dedicated professional with extensive hands-on PC hardware/software and network troubleshooting skills on multiple platforms with working knowledge of modern audio-visual systems and electronic equipment.

• Broad knowledge and experience in matching appropriate technologies, designs, and systems development techniques with organizational needs, capabilities, and resources.

• Comprehensive understanding and proper utilization of company LAN from server or workstation to communicating in an understandable manner to average computer user.

• Extensive experience in developing invaluable customer relations to support organizational goals; able to effectively communicate with all levels of management, clients, development team members, and vendors.

• Fast learner, excellent work ethic, and committed to delivering superior quality work with minimal supervision.

• Ability to fluently speak, read, and write in both English and Portuguese with a strong working knowledge of Spanish. TECHNICAL SKILLS

Operating Systems: • Windows XP, 7, and 10, Mac OS 7,8,9 Applications & Software: • Microsoft Office Suite, Sage ERP X3, Sage 300 ERP, Olark Live Chat Anti-virus / Security: • Symantec Endpoint Protection, Avast, TrueCrypt / BitLocker Remote Access Clients: • Team Viewer, SecurityKISS, OpenVPN Email & Mobile Devices: • Google, Outlook, iPhone, iPad, iPod HARDWARE:

PC Installation, Troubleshooting, and Support - 17 years Network cabling, Routers, Hubs, Switches, and Firewall appliances - 3 years Wireless LAN - 6 years


Ubuntu Linux – 1 year

Windows 10 – 1 year

Windows 7 – 3 years

Windows XP Pro - 3 years

MAC OS 7,8,9 - 2 years


Microsoft Office Professional Suite '97 thru 2010 - 15 years NETWORKING:

LAN - 3 years

Remote Administration - 1 year

File Sharing, DHCP, DNS, SMTP, FTP, TCP/IP - 4 years Microsoft Exchange Server 2000 - 2 years

Active Directory - 1 year

Dial up Networking - 4 years

VPN - 6 years

Administration, Installation, Troubleshooting, Support, Security Administration, and Systems backup - 3 years EDUCATION

Bachelor of Science in Environmental Studies • Savannah State University, Savannah, GA

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