Customer Service Software

Denzel Pope

**** ***** ***** ***. *** Vegas, NV *9128 1-725-***-**** **********@*****.***

SKILLS:

CompTIA Network+ Certified Verify at: http://verify.CompTIA.org

Code: EMHJPZYGMGFQSY6Z

CompTIA A+ Certified Verify at: http://verify.CompTIA.org Code: 2SK20T6G2HVE5FBK

• Strong Customer Service skills both in person and over the phone.

• Excellent Computer skills: Microsoft Windows XP, Vista, 7, 8.1

• Experienced in handling customer complaints over technology issues.

• Skilled in maintaining a calm professional demeanor while assisting demanding customers.

• Troubleshooting Skills: Diagnosed and Repaired PC software/hardware problems.

• Expert knowledge in: building desktop PCs, resolving BIOS/boot order and Windows/browser software problems.

• Experience with configuration of Switches, and Wireless Access Points

• Helped train customers on how to use web browsers, email, basic computer functions and MS Word

• Setup printers, diagnosed and repaired printer problems, installed device drivers and provided customer training.

• Excellent Written and Oral Communication skills including the ability to ask Probing questions.

• Strong typing skills: 35 wpm.

Work Experience:

IT Support Technician for SAP TechED at Palazzo Casino September 2016

Supported the IT infrastructure for a large SAP event. Demonstrated Analytical and problem solving skills in a highly demanding auditorium setting. Provided end user support for different conference sessions with a calm friendly demeanor. Troubleshot Switches, Wireless access points, Wireless connectivity configuration, Celluar Networks, Ethernet ports, Virtual machines, Imaging Software, Audio, Dhcp servers, Mobile Device IP Address configuration, Powerpoint presentatations, Voip and other troubleshooting scenarios.

Computer Configuration Technician at CDW Contract: January 2016-March 2016

Installed and configured hardware and software on a high volume of computers, printers and other products for customers on a daily basis. Troubleshot problems with computer systems, including hardware, software and peripheral equipment. Consistently adapted to ever changing form factors, memory types, graphics cards, and other peripherals in a fast paced environment. This position often required me to work independently in different situations, and in various areas.

Independent contractor providing Computer Repair Services

Troubleshooted, analyzed and solved hardware and software issues on desktop PCs and laptops for individual customers. I also trained customers, most of whom were not technology proficient, on how to use their computers, printers, scanners, speakers, and touch screen electronics.

Solved hardware problems involving, video cards, monitors/resolution, sound cards, network cards, hard drives, cd rom drives, dvd rom drives, motherboards, CPUs, overheating problems, memory and power suppy issues. Resolved software problems involving boot order, CMOS/factory reset. Corrected corrupted Windows installations (bootrec/fixboot bootrec/fixmbr from command prompt in Windows RE environment). and removed adware/malware from Windows operating systems and individual software applications with anti-virus software.

Installed software drivers for numerous hardware devices, adjusted monitor resolution for customers needing higher quality graphics to view web based videos/games/movies and upgraded video cards. I also built custom computers for customers from start to finish. January 2007-Present

Wal-Mart Stores, Inc Support Staff Associate/Stockmen June 2008-January 2015

Assisted multiple departments in a large, high volume retail store with: freight, organizing merchandise, helped assemble sporting goods/furniture for customers, gave customers directions on locating merchandise within the store, removed/cleaned up safety hazards, helped customers load/unload items from their cars, and helped repair minor building problems. This position often required me to help very demanding customers while maintaining a friendly/polite demeanor and completing job tasks both independently and as part of a team.

Smith's Food And Drug Store

Position: Courtesy Clerk/Utility Clerk February 2007-June 2008

Assisted multiple departments in; customer service, assitance with the overall maintenance of the facility, cart retrieval, go-backs, bagging duties. This position also required me unload items into customers cars, provide excellent customer service, and to help fill in the gaps in different positions when needed.

EDUCATION:

High School Diploma

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