Customer Service Information Technology

Ching Yang

***** **** ****** ****, **********, WI, 53228

414-***-**** ● ************@*****.***

Core Competencies

Team Worker and focused on completion of goals and advancing the company

Critical Problem Solver to troubleshoot both client and technical issues

Quick and Eager to Learn and Adapt to technical situations

Independent worker who constantly seeks to refine IT skills

Bilingual in both Hmong and English

Outstanding customer service skills

Professional Experience

Desktop Support, Independent, Milwaukee, WI

January 2011 - Present

Troubleshoot and imaged PCs

Installed software onto desktops and laptops remotely using Windows Remote Assistance

Effectively used multi-level communication levels, such as e-mail, or telephone, to provide

customer service

Fixed and replaced computer hardware components of laptop/desktop/personal devices

Installed and updated drivers to repair computer issues such as BSOD or new hardware

Performed anti-virus and anti-malware procedures to clean up viruses and malware

Researched continuously on how to troubleshoot specific problems

Provided customer service using strong communication skills to best find a solution

Updated software such as Java, Flash, and Microsoft updates

HP Deskside Technician – Tier 2 support, Johnson Controls Inc., Milwaukee, WI

July 2016 - Present

Effectively use ticket management system through program called ITSM

Understanding and experience with SCCM

Provide Active Directory support such as unlocking user accounts

Implementing GP (Group Policy) cycles

Pushed software to users via Imaging program called SMIT

Effectively used multi-level communication levels, such as e-mail, or telephone, to provide

customer service

Handled break-fix and ordered pc components to replace broken parts

Perform PC wipes of returning assets

Remote Assisted users using Windows Remote Assistance

Image, Re-image, and PC refreshes, data transfers for users daily

Provide users with loaner PC when the user’s PC is unable to operate

Ticket escalations to higher tier support/ respective team

User satisfaction by prompt service response to tickets

Deployment of workstations

Application deployments

Troubleshoot step by step approach

Provide excellent customer service

Shipping & Receiving, Ultra Tool & Manufacturing, Germantown, WI

October 2014 – June 2016

Moved controls to drive gasoline- or electric-powered trucks, cars, or tractors and transport materials between loading, processing, and storage areas

Received and counted stock items, and record data manually or using computer

Verified inventory computations by comparing them to physical counts of stock, and investigate discrepancies or adjust errors

Kept records on the use and/or damage of stock or stock handling equipment

Used PC cloud-based system, PLEX, to record data

Sales Associate/PC Setup, Boston Store, Milwaukee, WI

November 2012 - December 2012

Listened to and resolved customer complaints regarding services, products, or personnel

Examined merchandise to ensure correct pricing and display, and that it functions as advertised

Examined products purchased for resale or received for storage to determine product condition

Setup PC hardware and peripherals for cashiers

Tools & Technology

Sound knowledge of troubleshooting techniques for Office 365 (Word, PowerPoint, Excel, Microsoft Exchange)

Awarded HP Certificate of Excellence in customer service

Tech savvy in using up to Windows 10

Outstanding typing skills (WPM: 85)

Great knowledge of the ITSM (IT Service Management) system

HP technician certified

Dell certified

Education

Associates, Information Technology, Milwaukee Area Technical College, Milwaukee, WI – Projected Graduation Date June 2018

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