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Customer Service Technical Support

October 19, 2016

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Senior technical support analyst with superb project coordination skills, application support and customer service skills to help a business realize its continuing and short term goals.


Proficiency in MS Office Word, Excel, Access, Outlook, PowerPoint and project.

Detail oriented with strong analytical (tracking, reporting, interpreting) and problem solving skills.

Excellent oral and written communication, presentation and documentation skills.

Ability to read and create both standardized and ad hoc reports and interpret project documentation

Customer service and technical support with recognized strength in trouble shooting, sound decision making, good judgement and issue resolution.

Extensive experience in project coordination, tracking, reporting and reviewing project guidelines.

Ability to work both independently and in a team to promote a productive environment.

Strong interpersonal skills to interact with internal /external clients and cross functional teams.



KENYA 04/2013 to PRESENT

Farming - Responsible for tending crops, maximizing total yield, managing farm equipment and administrating farm activities.

Buying farm supplies such as seeds, fertilizers, pesticides, and arranging the repair and maintenance of field equipment,

machineries, farm buildings, etc. Monitoring the health and safety measures of other staff members.

Provided customer service, data entry and technical support during service/feature installation or outage to over 100 internal and external clients on day to day basis.


Technical support 04/1998-03/2013

Assessed customer needs while taking orders; prepared documents for printing and/or copying; operated a variety of high-speed copiers and finishing equipment, produced posters, signs, and other large-format printing, packed and shipped items via FedEx, supervised employees and managed store operations.

Worked with a team of technicians to update VRP machines remotely, deployed imaged laptops to various offices,

Imaged workstation computers and shipped them to be configured remotely, supplied miscellaneous technical support for various devices.

Stabilized and secured client foundations, grew revenue through client education of business solutions.

Used 3 applications (MS Outlook, and two FedEx proprietary applications) to accept and process orders from 100 different retail centers.

Processed pdf files for printing and finishing. I tracked 30 – 70 jobs each day and scheduled literature production for printing, finishing, & shipping.

Managed customer inquiries about all FedEx/Kinkos products and services and placed customer orders in the FedEx mainframe.

Inspired the team to achieve center sales record through positive role modeling of customer service techniques, repositioning of machine floor plans, and a motivation devoted to team and store success.

Assisted in tracking metrics, created and updated materials and status reports as well as communications. Assisted in the reporting, documentation of, and general support of multiple projects.

AT&T, Irving TX

Customer Service 05/1995 to 1/1998

Provided customer service, data entry and technical support during service/feature installation or outage to over 100 internal and external clients on day to day basis.

Provided post install support related to billing and general account maintenance.

Efficiently managed call and email volumes within established performance standards.

Appropriately addressed order escalations and rejects in accordance with established processes.

Effectively resolved customer issues; provided business solutions to achieve customer needs.

Created trouble tickets to track and document issue resolutions.

Planned and coordinated technician field service activities across multiple clients and projects

Collaborated with team members on project requirements within and across projects.

Managed vendor and technician relationships; managed performance and scheduling conflicts.

Formatted and edited customer profiles database.


Associates Degree Information Systems-Northlake College, Irving, TX 5/2000

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