Technical Support Customer Service

Carey Clemons

Raleigh, NC

********@*****.***

PROFESSIONAL SKILLS

Contract Projects:

System Operation Solutions/ Contract Support for Kerr Drug Inc.

Project rollout of system upgrades

- Set up and installed computers and peripherals to replace older systems

Set up hardware PCs, installation of operating systems (Windows 2000, Windows XP, Windows 7) and programs for use in a network environment.

Maintained information.

Organized and maintained information on set up, configuration, models, and other identifying information that would assist in the repair or recreation of identical set up or environment so as not to prevent a customer or support member from maintaining continuity.

Information Technology / Technical Knowledge

* Provided detailed information with resolutions satisfactory with customers and company:

LAN/WAN networking and various related protocols

Cisco, Netgear, 3Com, Linksys

Basic Network, Telephone, and VoIP troubleshooting.

Cat 5 Ethernet replacement and repairs.

PC Setup, Diagnostics, and Repair Break-fix, Component Replacement, Upgrades, etc

Mobile device troubleshooting

iPhone, iPad, iPod, Apple Watch software

Laser and Thermal Printer Maintenance and Repair

Experience in repair of Lexmark, HP, and Zebra model printers

Software experience:

Microsoft SQL, MySQL, Windows XP, Windows 7, MS Office, Unix, Linux, Android, iOS, and OSX Yosemite.

Break-fix skills:

Ability to set up a complete PC system from barebones, motherboard, CPU, memory, and operating system.

Ability to perform diagnostics of system by way of known errors and symptoms. Determining faulty hardware.

Administrative Management/Support Services

Supervision of Field Service Technicians

- Communicated with Helpdesk Support on potential field service issues, and resolving them with fleet of trained field technicians

Documentation of issue resolution

-Provided updates and status of open customer issues while maintaining support until their issues were confirmed as resolved, and closed/completed.

Training and management

-Trained and managed service technicians on skills and usage of equipment that would assist them in service and repair.

Tracking Maintenance

-Maintained a tracking system of serial numbers for hardware components used by customers that was supported.

Configuration and Information

-Maintained information on the set up, configuration, models, and other particulars that would assist in the repair or recreation of identical set up or environment so as not to prevent a customer or support member from maintaining continuity.

Knowledge of ticketing systems

-Access Database, HelpStar Database, and iLog Database

Dispatched service technicians

-Supplied repair support for computers, hardware, peripherals, and networks while updating the progress within the ticketing systems.

- Adapts easily to changing priorities, identify system and workflow problems and make recommendations.

PROFESSIONAL JOB EXPERIENCE

Technical Support Advisor – (from June 2015 to December 2015) Xerox : Raleigh, NC

Provided technical phone support to Apple customers

oSupport and troubleshooting of iOS devices (iPhone, iPad, iPod, Apple Watch)

oResolving account security issues and concerns

Technical Support Supervisor – (from 1998 to 2014) System Operation Solutions : Raleigh, NC

Provided on-site IT support for Kerr Drug Inc.

oSupport and maintenance of (non-standard) desktop / laptop computers; mobile device support; backup server Support and tape maintenance

oLexmark and HP Print management liaison

oTelephony experience

oIT Project support for infrastructure based projects

oHardware inventory support

oProvided New Hire Training

oDispatched service technicians

-supplied repair support for hardware, peripherals, etc. while updating the progress within the ticketing systems. Lexmark, Hewlett Packard, IBM, Okidata printers. Compaq, IBM, Dell, and Hewlett Packard computers. Biometric, UPC, and 2D scanners. Point of sale components

Preventative maintenance and repair of Lexmark Laser Printers

Assistant Manager (from 1995 to 1998) Blockbuster Music : Raleigh, NC

Responsible for the timely arrival to client sites and provide professional technical support and customer service per the contract.

oStore Operating Procedures: Balancing Sales Reports, Responsible for Daily Deposits

oSupervising Ticket On-Sales for Concerts/Events (Ticket Master Outlet)

oMaintaining Stock/Merchandise, Internal Auditing

oCommunicate effectively and professionally with customers via the telephone

EDUCATION & TRAINING

ECPI College of Technology (1997-1998)

Raleigh, North Carolina

Associate Degree, Computer & Information Sciences, Computer Networking and Telecommunications, Web Development

Additional Training:

On-Going Job Skills Training/Computer:

Hands on, and able to learn skills and technologies with thorough research and discovery. Web/Video Conferencing and Call Management are a few being researched at the moment.

Various applicable knowledge of IP systems, setup, and connectivity, including VoIP.

Moderate knowledge of Smartphones and SmartPads with iOS and Android OS (Kindle, iPhone, iPad, etc.)

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