Technical Support Customer Service

Objective

Dedicated customer service professional with over a decade of experience delivering an exceptional customer experience. Technologically savvy with deep knowledge of a wide variety of software, hardware, network systems, and applications. Flexible and a fast-learner with a positive attitude that contributes to any work environment. Skilled communicator with an aptitude for dissecting complex concepts into easy-to-digest ideas to convey to others.

Application Skills

3-D Studio Max

Core

Microsoft Office

Adobe Acrobat

Adobe Illustrator

Adobe Photoshop

AS400

Flash

HTML

Java

PAC 2000

SalesForce

Windows OS

Interpersonal Skills

Aggressive Learner

Initiative

Leadership capabilities

Multitasker

Positive influence on peers

Self-starter; work at home

Supremely Professional Communicator

Team player

Trained to handle deadlines

Experience

Technical Support III – Modis/Telligen 10/16-Present

West Des Moines, Iowa

Troubleshoots, analyzes and resolves advanced application, database and data processing issues

Documents and tracks each issue

Analyzes complex data and analyzes and troubleshoots corrupt databases

Utilizes SQL to create and execute database queries

Performing triage and research on data issues

Liaison to application development and software quality assurance teams, in identifying and resolving advanced technical issues

Resource expert to Help Desk Technicians I & II

Accounting Receivable Specialist - DHI/Dice 10/15-10/16

Urbandale, IA

Provides Account Support for various companies.

Create and issue invoices

Collect payments

Troubleshoot payment discrepancies

Research and support for billing issues via:

oinbound/outbound

oe-mail

Fill out and maintain vendor and government forms

Reports via Excel

Ticket handling

Technical Service Specialist 2 – WFHM 08/04-08/16

Des Moines, IA

Provide technical support for end users via the telephone

oHardware

oSoftware

oNetwork connectivity

Resolve problems

Escalate tickets to appropriate department when necessary

Follow up on escalated tickets

General desktop support either client side or remote

Desktop - Windows 7 Installation, Support, Patching and Troubleshooting

Desktop - Windows XP to Windows 7 Migration

Windows networking TCP/IP Configuration and troubleshooting

Troubleshoot network printers

Support and Troubleshooting of Office 2007/2010, IE8, IE9

Rebuilding Outlook Profiles

Thorough understanding of Active Directory - client side

Demonstrated experience providing support with remote tools

Install and troubleshoot 3rd party applications on the desktop

Customer Technical Service - Submittal Exchange 10/13-08/15

Urbandale, IA

Provide 1st, 2nd and 3rd level troubleshooting and resolution

oVia phones and e-mail

Setup document review structure for thousands of multi-million-dollar construction projects

Participated in testing of software

Modified client coversheets in both PDF and HTML format

Create and maintain projects

Mentor/trainer/subject matter expert

Support and Troubleshooting of Office 2007/2010, IE8, IE9

CSK Auto, Inc. 01/03-04/04

Phoenix, AZ

Administered and assessed equipment received from various CSK stores.

Diagnosed errors with hardware equipment; determined whether or not the equipment needed to be replaced.

Responsible for inputting data into an Access database to track serial numbers and equipment in route between CSK stores and the computer hardware department.

Answered incoming calls.

Worked with help desk agents to trouble shoot hardware and software issues.

Correspondence using Microsoft Outlook.

Education

Associate Degree, Computer Animation, Arts and Design 12/02

Art Institute of Phoenix, Phoenix, AZ

Military

US Army Honorable Discharge 1996-1997

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