Customer Service Technical Support

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MARILYN MITCHUM

**** ******** *****, ********* ** 27530-8503

Cell: 919-***-**** Email: ********@*****.***

Professional Summary

Self-motivated Computer Technician with 11 years’ experience installing and maintaining company databases and servers.

Skills

Adheres to customer service procedures

Excellent problem salving abilities

Systems upgrades

Certified Computer Office Assistant

Time management

Exceptional communication skills

MS Windows proficient

Quick learner

Highly dependable

Excellent attention to detail

Work History

IT Helpdesk Support Technician, August 2013 to November 2016

Home Health and Hospice Care (3HC) – Goldsboro NC 27534

Provided base level Information Technology support to non-technical personnel within the company

Resolved over 100 average technical support inquiries per day

Restored data, operating systems, files, documents and drivers

Trained both internal and off-site users in repairing and resolving recurring issues

Resolved computer hardware and software, printing, installation, word processing, email and operating systems issues

Set-up equipment for all new employees every week, including preparing iPhones and MiFi Jetpack for issuing

Traveled up to 75 miles to meet customers on location to handle iPhone, iPad, laptop and desktop hardware and software issues

Setup and configured hardware and software on company’s laptops or desktops

Organized and created all new hires’ accounts and issued equipment items

Recipient of multiple positive reviews, acknowledging dedication to excellent customer service

Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot

Developed reputation as an efficient service provider with high levels of accuracy

Caregiver/Companion, May 2010 to August 2013

Private Client/Patient – Goldsboro NC 27534

Scheduled and accomplished client’s medical appointments

Maintained a clean healthy and safe environment

Obtained household supplies and ran daily errands

Performed clerical duties, such as word processing, data entry, answering phone calls and filing

Responded appropriately to the physical, emotional and developmental needs of the patient

Changed sterile dressings when needed

Cooked appetizing and satisfying meals and snacks

Administrative Assistant/Computer Support Specialist, April 1994 to November 2008

United States Air Force Reserves/Federal Government – Goldsboro NC 27531

Manage call flow and responded to technical support needs of customers

Over 8 years of technical support experience

Provided base level IT support to non-technical personnel within the business

Reviewed technical documentation and procedures

Installed software, modified and repaired hardware and resolved technical issues

Identified and solved technical issues with a variety of diagnostic tools

Installed software and operating systems on 150 company computers

Resolved computer hardware and software, printing, installation, word processing, email, and operating system issues

Managed a staff of two personnel

Managed a wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently

Recipient of multiple positive reviews acknowledging dedication to excellent customer service

Asked open-ended questions to assess customer’s needs

Investigated and resolved customer inquiries and complaints in a timely and empathic manner

Tracked incoming and outgoing files and materials

Education

Certification: Healthcare Information Technology (HIT), 2012

Pitt Community College – Greenville, NC

12 course completed in 6-months to include medical terms and IT structure

Continuing Education

Bachelor of Science: Computer Information Systems, 2000

North Carolina Wesleyan College – Rocky Mount, NC

Coursework in Computer Structure and Assembly, Speech, Communication, Sociology, Religion and Psychology

3.5 GPA

Emphasis and Training in Computer Service for Technical Support

Bachelor of Science: Business Management, 1994

Mount Olive College – Mount Olive NC

Emphasis on business courses, i.e., two Economics courses, several levels of business mathematics, two accounting courses

Coursework in Business, Finance, Management and Communications

Outstanding Academic Achievement Award

3.5 GPA

Accomplishments

Maintained near 500 Verizon Cellular iPhones, iPad, and MiFi Jetpacks lines for company employees and contract personnel

Met the high demand during shortage of IT staff, due to travel demands and a company building being damaged due to Hurricane Matthew in October 2016

Affiliations

Volunteer on a regular basis and a member of Stoney Creek Original Free Will Baptist Church

Certifications

Computer training certificates and Systems Administrator course certificates

Hardware and software certificates from the US Air Force

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