Customer Service Technical Support
Resume:
TOM D. FERRARO
Las Vegas, NV 89121
OBJECTIVE: To obtain a position with an organization that needs a person who possesses a strong sense of responsibility, takes pride in his job, willing to learn new things and has the ability to learn fast.
EDUCATION:
Cypress College – General Studies
Cypress High School – High School Diploma
Two Years in the United States Marine Corps
WORK EXPERIENCE:
AT&T Mobility May 2008 - present
12911 183rd Street
Cerritos, CA 90703
Advanced Technical Supports
I am currently working for the last three years in advanced technical support handling the following responsibilities:
•troubleshooting cell phones, data, text messaging and voice mail, air cards, tablets, PC's and laptops and mobile Wi-Fi devices.
•providing floor support to the customer service agents.
•assisting installation of software, accessing phones over the air and running diagnostice of the AT&T Network, creating cases and submitting reports.
•resolving customer complaints and concerns by researching troubleshooting guidelines, generating cases and resolving in a timely manner for wearable warrantees, laptop connect services, air cards, USB devices, and more.
•Handling escalations, creating cases and resolving Cloud inquiries and questions.
Tom Ferraro
I worked for four years with National Business Services as a business account representative performing the following duties:
•created new lines of service, opening and closing accounts.
•provisioned business accounts with rate plans and features.
•activated new equipment, processed warranty exchanges.
•processed payments, credits and adjustments.
Sitel March 2000 – December 29, 2007
420 Pilot Road
Las Vegas, NV 89119
Technical Support Associate
I was part of different campaigns namely Micron PC, Dell Computers, Earthlink, Logitech and Verizon Wireless which provided various technical assistance to customers such as:
•troubleshooting computer hardware and software issues;
•handled ordering replacement of computer parts and accessories;
•took orders for various computer parts and accessories;
•checked status of sale orders and replacements under warranty;
•assisted customers in setting up e-mail accounts, installing software’s and other internet related problems;
•troubleshooting verizon cell phones
•provided customer service such as taking payments over the phone, explaining billing procedures and other related issues.
RELATED SKILLS/TRAINING:
Working experiences in the following fields: swimming pool construction, maintenance and repairs; computer troubleshooting; internet and e-mail troubleshooting; inputting customer’s information in the database. Working knowledge of the various windows and office programs.
Participated in various sponsored company certified trainings as follows:
•Leslie Pools: Pool Heater Installation and Repairs
•Micron PC: Windows installation, software and hardware troubleshooting
•Dell Computers: Operating systems and programs installation; software and
hardware troubleshooting
•EarthLink Internet Service: Macintosh computers - operating systems, internet and e-mail set-up and software installation
•Logitech Inc. : Computer peripherals and software installation, software and hardware troubleshooting, sales
•Verizon Wireless: Customer service training
REFERENCES: Available upon request
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