Technical Support Help Desk

RICHARD D. FORD Folsom, CA. *****

https://www.linkedin.com/in/richard-ford-15521352 916-***-**** *******.*.****@*******.***

Technical Skills

Microsoft Office Suite of applications

Call Center

Smartphones

Tablets

Laptops

Desktop PCs

Telemetry devices

USB Modems

Printers and other peripherals

Hardware/Software Troubleshooting

Customer Service

Windows XP, Server 2008, 7, 8, 10

Android, Apple IOS

Remedy Trouble Ticket Software

LAN Connectivity

VPN

Wi-Fi/Mobile Hotspot

Phone & Online Support

Customer complaints and Escalations

Customer Education

Professional Experience

Verizon Wireless-Rancho Cordova, CA July 2012-January 2017

Tech Expert Tier II

Perform routing account maintenance ensuring that account information is secure, current and that all necessary features codes are present

Handle of variety of call types including escalations

Review account information for any potential issues that may arise

Check contract end dates and upgrade eligibility to upsell new products and services

Assist in the account provisioning, setup, installation, activation, and use of various voice and data products and services

Diagnose, troubleshoot, and resolve a wide range of software, hardware, and connectivity issues using a variety of tools, applications, remote access software, and other resources

Excel in asking probing questions to research, analyze, and resolve problems

Consult with Tier I agents on various account and technical questions/issues

Provide empathy when needed, always being mindful of a customer’s time

Verizon Wireless-Folsom, CA July 2006-June 2012

Enterprise Data Technical Support Specialist

Handled very high-end Enterprise accounts providing technical support directly to help desk employees of Fortune 500 companies and all branches and municipalities of government

Review account information for any potential issues that may arise

Often participated in conference calls between end users and their own company’s help desk to ensure they get connected to the proper server and domain

Performed limited troubleshooting on VPN (Virtual Private Network) connectivity issues

Assisted in the account provisioning, setup, installation and activation of corporate email accounts to ensure proper server configuration on a variety of data connecting devices using the Verizon Wireless data network

Thoroughly tested connections and emails accounts to ensure first call resolution

Partnered with Tier III help desk peers (Network Repair Bureau) to resolve issues that required escalating using a trouble ticket system

Provided detailed descriptions of issues in trouble ticket system and followed up diligently to ensure swift resolution

Assisted with the training and coaching of new agents during the launch of a new call center in Albuquerque, NM

Assisted with the coaching of new agents in the Folsom call center

Verizon Wireless-Folsom, CA July 2002-June 2006

Wireless Data Technical Support Coordinator

Handle a variety of call types servicing consumer accounts from customers using Verizon Wireless products and services

Perform routine account maintenance ensuring that account information is current and all necessary features codes are present

Review account information for any potential issues that may arise

Assist in the account provisioning, setup, installation, activation, and use of devices connecting to the Verizon Wireless voice and data networks

Assist customers with the resetting of various passwords used

Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues using a variety of tools, applications, remote access software, and other resources

Excel in asking probing questions and researching, analyzing and rectifying problems

Work closely with Tier II agents to resolve more complex issues

Volt Services, contracted at Hewlett-Packard, Roseville, CA August 2000-May 2002

Help Desk Supervisor

Supervised up to 12 Help Desk call center agents supporting North America HP employees

Provided employee coaching and development

Created statistical reports

Managed employee schedules and adherence

Provided training for new hires

Facilitated weekly meetings to introduce new policies and procedures

Partnered with HP leadership to streamline overall organizational effectiveness

Education

Bachelor of Arts Degree in Communications, Loyola Marymount University, Los Angeles, CA 1986, Major in Broadcasting, Minor in English

Strayer University, Herdon, VA

Emphasis on Network Security

In Progress

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