Customer Service Help Desk

Taise N. Braithwaite 404-***-****

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

OBJECTIVE

Seeking an interesting and challenging role in System Administrator, Help Desk Support, and Technical Writer

PROFESSIONAL PROFILE

Operating System: Windows, Linux, Mac Operating Systems

Languages: C, C++, Java, Html, PL/SQL, VB script, ASP

Hardware: PC, Laptops, Laser/Inkjet printer, LAN set up, Wireless, Macintosh

Software: Lotus Notes 6.5, Visual Studio 6.0, MS Office,, MS outlook, MS excel, MS word

PowerPoint,MS Windows Server, MS Visual Studio,, MS Active Directory .Net 2008, SMS 2008

Ticketing System: Service Manager, Remedy

WORK EXPERIENCE

July 2015-October 2016 Apple Inc. Huntsville, AL

Tier 1 CPU Helpdesk

Accept technical support calls for Mac, IOS & Account Security

Document all pertinent end user identification information, including name, contact information, and nature of problem

Build rapport and elicit problem details from customers

Provide first level contact and convey next action to customer issues

Verify customers accounts using secured measures to help them gain access to various applications

Access software updates, drivers, knowledge bases, and frequently asked questions and guiding them to resources on Apple.com to aid them in self –help options

Work with a mobile user population (users may be anywhere including remote offices, client sites, home, hotel, or other public wireless) Responsible for backup and restore procedures

Install,Troubleshoot, Repair, Operate and maintain computers with minimal supervision

Follow up with customers, provide feedback and see problems through to resolution

Utilize excellent customer service skills and exceed customers’ expectations

Maintain a high level of confidentiality

Stay abreast on trainings/quick reference materials as needed to quickly provide users with consistent guidance

January 2014-July 2015 State Farm Perimeter, GA

Help Desk Support Tier 1

Provide support in the areas of PC hardware and software issues, scanner, printer, email(Microsoft Outlook) and MS applications and specialized software where required

Troubleshoot network connectivity issues

Respond to Help Desk Request for any Tier 1 issues

Document tickets pertaining to the Service Request

Utilize Active Directory and Group Policies

October 2013-January 2014 Intergraph Corporation Huntsville, Al

Help Desk Support Tier 1/Contractor

Promptly answer calls from users regarding questions or troubleshooting the following issues: application functionality/usability; problems with applications; hardware problems (defective monitor, keyboard, mouse, or other component); printing problems, network access problems; software installation requests; PC/laptop upgrade requests; loaner laptop requests; loaner PDA requests.

Assist with switches, firewalls and routers

Utilize Active Directory and Group Policies

Set up and maintain desktop and notebook computers.

Set up and maintain PDA’s.

Set up and configure printers and scanners.

Document issue resolutions using the help desk ticketing system.

January 2011-December 2011 Ryla Teleservices Kennesaw, GA

Quality Assurance Specialist

Monitor agents calls to ensure quality customer service is being provided to the customer

Perform coaching sessions to provide feedback for the agents’ performance

Grade agents’ scorecards to evaluate individual performance

June 2004- October 2008 DirecTV, Inc. Huntsville, Al

Senior Customer Service Representative

Processed credit applications to determine new account eligibility

Assist customers with billing questions and process payments.

Handle sales orders for equipment and programming.

Enter customer data and establish new accounts.

Schedule installations for hardware and service call appointments.

Retaining customers’ accounts with an average save rate of 75% and above.

Conducted fraud prevention for 20+ accounts on a daily basis.

September 2005-December 2005 DirecTV Corporate Office Elsegundo, CA

Unix/Linux Administrator

Responsible for day-to-day operations and supported the launching of new products

Performed tier 2 escalation support

Supported large-scale computer systems in a multi-server environment

Supported operating system changes

Education

August 1998-May 2005 Alabama Agricultural and Mechanical University Huntsville, AL

Bachelors of Science in Computer Science

July 2010-Present Strayer University Lithonia, GA

Masters of IS concentration in Computer Security December 2013

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