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Customer Service Help Desk

Alpharetta, Georgia, United States
October 03, 2016

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Scott Richards

***** *********** ****, **********, ** 30022 / 678-***-****


A+: CompTIA License Number PS9PQX2GEGBEC9ZL

Network+: CompTIA License Number COMP001021043449


Masters of Science (3.78/4.00) – Georgia State University, Atlanta, GA

Bachelor of Science (3.43/4.00) – Le Moyne College – Syracuse, NY


360 Smart Networks, Roswell, Ga. (2015-Sept. 2016)

Privately held provider of complete outsourced IT Management and Support Services to over 60 small and medium sized companies in Atlanta.

Service Desk Dispatcher

Managed schedules of help desk engineers, in-house support engineers, and project engineers to prioritize workflow, increase productivity, and ensure customers’ goals were met. Partnered with help desk engineers to resolve complex problems that required escalation. Provided detailed descriptions of issues in trouble ticket system and followed up diligently to ensure swift resolutions. Performed troubleshooting of end-user systems for clients.

Key Achievements:

Increased availability of onsite engineers by 25% while reducing repeat visits to clients by initiating new processes to streamline deployment.

Implemented procedures to close tickets in a more expeditious manner to the satisfaction of clients.

Attained maximum utilization of internal and field technical resources through daily dispatch of service requests, while acting as the single point of contact to the company for all service requests.

Excelled in asking probing questions and researching, analyzing and rectifying problems.

Numeris Corporation, Cumming, Ga. (2008-2015)

Small private firm providing contract staffing, and contract-to-hire employment solutions for AT&T.

Office Manager

Managed customers’ expectations and experience to a high degree of customer satisfaction. Described solutions to customers accurately and persuasively. Maintained and updated customer service database.

Key Achievements:

Developed paperless environment to integrate processes resulting in improved efficiencies of 15%.

Served as go-to-person regarding any administrative and operational related functions.

Georgia Highlands College, Cartersville, Ga. (2007-2008)

Small, but growing, multi-campus college in Northwest Georgia that offers over 40 areas of study.


Used a variety of multimedia tools to effectively create stimulating and involving conversations. Proficient in using various programs such as Word, PowerPoint, Excel, and e-learning software.

Key Achievements:

Designed and implemented college board-approved curriculum.

Collaborated with department heads and colleagues to determine overall departmental direction.

Lectured, administered exams, and reviewed student progress advising when and where necessary.


ConnectWise • Phone & Online Support • Windows XP/Vista/7/8/10 • Problem Diagnosis

MS Office • DHCP • DNS • PC Hardware • Networking • Resource Management

Process Improvement • Liaison Management • Escalation Management

Technology Implementation/Demonstration

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