Customer Service Technical Support
Resume:
Timothy J. Balski
Orlando, FL 32825
*******@***.**.***
IT Professional
PROFESSIONAL SKILLS SUMMARY:
An extremely self-motivated IT professional with more than 15 years of computer-based occupational experience
Easily identifies and resolves computer hardware technical issues and concerns with proven diagnostic abilities
Possesses in-depth knowledge and understanding of Windows operating systems 3.1 thru Vista and 7
Possesses in-depth knowledge and understanding of numerous software packages featuring Microsoft Office, Corel Creative Suite, and Adobe products
Exceptionally skilled and adept in providing on-site customer service and remote end-user support
Provides analytical and problem-solving skills in tandem with out-of-the-box thinking for successful results
Works well independently and as a team player providing multi-tasking and strategic decision making skills in order to obtain superior results
CERTIFICATIONS:
CompTIA A+ Certification Dell Certified Systems Engineer (DSCE)
Network + (in Progress) CCNA (pending)
EDUCATION:
American Intercontinental University Online, Schaumberg, IL
Master’s of Information Technology
OCCUPATIONAL EXPERIENCE:
Level II Technical Support Consultant Kaplan Test Prep, Orlando, FL April, 2013 - present
Delivering phone and email technical support for Kaplan Bar Review, Graduate, Medical, Nursing, and Pre-College testing customers. Includes external support for course e-book services.
Addressed and implemented on-going improvements to current Kaptest products
Administering customer accounts and providing an upper-echelon level or customer service.
Help Center Technician / MS Office Technician Prevail IT, Carrollton, TX (3-day contract) Sept. 24- Sept. 26, 2012
Delivered on-site end-user support for over 300 Nexeo Communications sales team members during their Orlando conference meeting.
Provided solutions for issues surrounding Nexeo Communications' Microsoft Office 2010 upgrade.
Addressed and implemented solutions for Nexeo's software and hardware issues where applicable.
Participated in Nexeo's company-wide iPad distribution/activation project.
Field Systems Engineer NCR Corporation, Duluth, GA June, 1998 - May, 2012
Provided daily [average 10 service calls per day] on-site customer service and end-user equipment support for clients including 7-11, Bank of America, JP Morgan Chase, Walt Disney World and Universal Studios.
Diagnosed/tested symptoms of hardware failure and replaced defective parts/units as required.
Delivered bi-monthly preventive maintenance and cleaning for prevention of hardware failures.
Installed retail POS and financial ATM equipment.
Administered external vendor logistics management for equipment installation calls.
Ensured customer satisfaction follow-up surveys for installation services.
Installed/upgraded embedded Windows 2000/XP/Vista/7 operating systems.
Administered hardware and software security measures for tampering & loss prevention.
Coached and mentored junior Customer Support Engineers.
Configured relevant hardware and LAN / Wi-Fi network setup configurations.
Setup/created/configured customer environments.
Designated point of contact for guaranteeing top-notch quality assurance on behalf of Dell Corporation.
Repaired various desktop and laptop components on behalf of Dell for their business and consumer clients.
Administered/developed team schedule for Orlando-based, 17- team member service staff.
Met company goals by accurately developing team vacation schedules to ensure proper service coverage
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