Technical Support Customer Service

Eugene Estep II

*** ******** **. ********, **. **066 • 615-***-**** • *******@*******.***

Objective

My goal is to obtain employment with a company that will allow for advancement opportunities, challenge me to further my education in the IT field, and help me to succeed in my chosen career.

Summary of Qualifications

20 + Years of customer service experience

22 + years of extensive computer knowledge

Account management knowledge

Microsoft Office knowledge including MS Office suites 2007, 2010, and 2013

Active Directory knowledge

Extensive knowledge of Windows Operating Systems including Windows 3.1, Windows 95, Windows 98 and 98 SE, Windows NT, Windows ME, Windows 2000 (Server and Professional), Windows XP, Windows Vista (all flavors), Windows 7 (all flavors), and Windows 8 - 8.1

Knowledge of Android Operating Systems

Knowledge of Mac Operating Systems

Skilled in Exchange and Enterprise environment troubleshooting

Advanced network knowledge including wireless networks, wired networks, home networks, VPNs, and their security

Skilled with electronic ticketing systems and escalation pathways

Skilled with Remote computer connection software and troubleshooting procedures

Skilled in troubleshooting printers (both connected to personal computers and network printers)

Work Experience

Apex Systems Inc., Nashville, Tn. 9/14 – 11/16

Technical Support Associate

Diagnosed and troubleshot computers

Provided Customer service to internal customers

Provided technical support over the phone and via proprietary remote connection software to help internal customers reset passwords

Provided technical support for wireless and wired printers

Utilized proprietary software for ticketing and escalation of calls

Provided technical support for Microsoft Office Suites 2007, 2010, and 2013 within an Exchange environment

Utilized Active Directory for information on User Accounts, computer systems, and printers

Provided users with company issued cell phones support for their Android devices including ordering of phones, disconnection of phones, setup of phones, setup of email, and email encryption

Provided technical support for email encryption setup

Provided support for software and account migration

Provided in depth technical support for Mozilla Firefox and Internet Explorer versions 8.0 and 11.0

Provided assistance for user’s financial expense reports

Had active Government security clearance through recent contract

S.B.A. Computers, Gallatin, Tn. 8/98 - Present

Owner

Diagnose and troubleshoot computers

Build and program computers per client specifications

Design and build websites for clients

Repair various computers

Design, install, and maintain networks including wireless networks, wired networks, home networks, and their security

Provide technical support over the phone, remote connection, and onsite to help customers reset passwords, install programs, troubleshoot issues, etc.

Assist clients with the setup and operation of their cellular devices

Consult with clients about the implementation of computer systems within their business environments

Papa John’s, Gallatin, Tn. 1/14 - 8/15

Delivery Driver

Interacted with Customers in person and over the phone

Made and delivered pizzas to customers

Cash handling

Education

Gallatin Sr. High School, Gallatin, Tn. 9/94 – 11/97

G.E.D.

Honors classes and Advanced Placement Mathematics classes, Spanish and Key club member.

University of Phoenix, Nashville, Tn. 5/08 – 07/10

Worked on Bachelor of Science in Information Technology Degree

References are available upon request.

Contact this candidate