Customer Service Sales

CHRISTINE HEMPHILL

**** ****** ***, *** *, Orlando, FL 32812

(E) *********.********@*******.*** (T) 704-***-****

OBJECTIVE

To obtain a position with a successful and continuously growing company where I can utilize my skills in customer service, on-site technical service, computer installation, troubleshooting, and repair.

SKILLS & ABILITIES

Proficient with Windows XP through Windows 10 as well as OS X Mavericks and Yosemite. Some experience with Linux and Unix. Extensive experience in troubleshooting and repairing MAC and PC hardware and software as well as networking, permissions, and VPN issues. Well versed in Office versions 2010, 2011(Mac), 2013, and 365. Experienced with creating and maintaining virtual machines via VMware. Proficient in virus removals, complex software installations, imaging, SCCM, and data transfers. Very familiar with incident management via Service Now as well as asset/inventory management and tracking. Works well with others. Team oriented. Strong leadership abilities and extensive experience in training others. Unparalleled abilities in explaining technical subjects in easily understandable terms, working with clients remotely, and exemplary customer service.

EXPERIENCE

COMPUTER REPAIR TECHNICIAN – HSD COMPUTERS

GOLDSBORO, NC – AUGUST 2016 - DECEMBER 2016

Responsibilities: Manage storefront. Interview, hire and train new technician. Troubleshooting. Build new and repurpose used computers. Laptop and desktop upgrades and physical cleanings. Hardware, software, operating system installations. Data recovery. Diagnostic testing and malware removals. Provided all services on-site and in-store.

COMPUTER NETWORK ENGINEER – MEARS TRANSPORTATION GROUP

ORLANDO, FL – DECEMBER 2015 – MAY 2016

Responsibilities: Troubleshoot and repair all issues relating to Cabmate software while working with the software company in Canada to come to resolutions. Report issues and resolutions to appropriate directors. Build and maintain virtual servers using VMware software. Install all software updates throughout company for Cabmate as it was released. Write user manual for new tablet incorporated in vehicles. Troubleshoot and request adjustments to tablet software. Install new tablets in vehicles. Test any changes before putting them into production.

SECOND LEVEL DESKTOP SUPPORT ENGINEER – TIAA-CREF CONTINGENT WORKER VIA EXPERIS IT

CHARLOTTE, NC – APRIL 2015 – OCTOBER 2015

Responsibilities: Troubleshoot and repair all company computing assets including but not limited to Macbook Pro, Macbook Air, Windows 7 Enterprise PC, and Microsoft Surface Pro 3. Repair issues relating to hardware, BIOS, connectivity, permissions, and general software. Build and image new machines when necessary. Reimage corrupted operating systems. Rebuild user profiles. Set up virtual machines. Data transfers. Daily use and troubleshooting of software including but not limited to Outlook, SCCM, Office, Lync, Sharepoint, McAfee Endpoint Encryption, Cisco Anyconnect, Remote Desktop and Tivoli Endpoint Manager. Track and maintain accurate asset inventory and end user assigned machines. Maintain accurate and timely notes on service tickets. Work with upper level technicians and engineers to resolve tickets when necessary.

DESKTOP SUPPORT TECHNICIAN – TIAA-CREF CONTINGENT WORKER VIA EXPERIS IT

CHARLOTTE, NC – FEBRUARY 2014 – MARCH 2015

Responsibilities: Windows 7 Upgrade Project. Deploying Windows 7 throughout the company. Troubleshooting issues relating to data migrations as well as new and old equipment. Extensive travel to offices nationwide providing White Glove Service to end users in locations without dedicated technicians. Managing and maintaining service requests and ensuring proper return of equipment to inventory.

ADVANCED REPAIR AGENT - GEEK SQUAD AT BEST BUY 1132

KANNAPOLIS, NC – JUNE 2013 – FEBRUARY 2014

Responsibilities: Train Consultation Agents and Computer Sales Associates. Advanced software and hardware diagnostics and repairs. Virus and Malware removals. New computer setups. Software and hardware installations. Client training. Motherboard and screen replacements. Memory and hard drive upgrades. Cell phone screen repairs. Operating system upgrades and downgrades. Data migration and recovery. Keep clients up to date on repair status.

CONSULTATION AGENT AND COMPUTER SALES – GEEK SQUAD AT BEST BUY 1108

CHARLOTTE, NC – SEPTEMBER 2012 – JUNE 2013

Responsibilities: Troubleshoot client computers and recommend solutions. Complete new computer setups, software installations, create recovery media, and data migration from old computer to new computers. Assist customers in purchasing computers, tablets, cellular phones, services, and related accessories. Educating clients on technology they were unfamiliar with.

COMPUTER REPAIR TECHNICIAN – HSD COMPUTERS

GOLDSBORO, NC – JANUARY 2010 - SEPTEMBER 2011

Responsibilities: Troubleshooting. Build new and repurpose used computers. Laptop and desktop upgrades and physical cleanings. Hardware, software, operating system installations. Data recovery. Diagnostic testing and malware removals. Provided all services on-site and in-store.

EDUCATION

EASTERN WAYNE HIGH SCHOOL, GOLDSBORO, NC

HIGH SCHOOL DIPLOMA, GRADUATED 2001

PITT COMMUNITY COLLEGE, GREENVILLE, NC

COMPUTER INFORMATION SYSTEMS, SEPTEMBER 2002 - DECEMBER 2003

EAST CAROLINA UNIVERSITY, GREENVILLE, NC

BIOCHEMISTRY WITH MINOR IN PSYCHOLOGY, MAY 2005 - JULY 2007

RECOGNITION

The only Windows 7 Upgrade technician to be offered a position as a Second Level Desktop Support Engineer following the conclusion of the project.

Rated in the top 3 of 49 technicians in positive customer experience surveys on overall service, timeliness, and professionalism during the TIAA-CREF Windows 7 Upgrade Project. Also, 1 of only 4 technicians asked to stay with the company on extended contracts at the conclusion of the project.

Promoted within Best Buy/Geek Squad 4 times in just over one year. Awarded Bronze, Silver, and Gold awards in Consultation Agent and Advanced Repair Agent training through Geek Squad. Awarded Microsoft Windows Associate Accreditation 2014, Office Retail Accreditation, Microsoft Retail Sales – Windows 8 Accreditation, as well as the Veteran and Einstein Badges through Microsoft Expert Zone

LEADERSHIP

Training new onboarding employees on the Windows 7 Upgrade Project at TIAA-CREF.

Previously in charge of training all new incoming employees in both Geek Squad Consultation and Best Buy Computer/Tablet Sales. September 2012 – February 2014.

PROFESSIONAL REFERENCES

ANNETTE HARTMAN, IT SECURITY ANALYST

TIAA-CREF

CHARLOTTE, NC (E) ********@*****.*** (T) 704-***-****

CHAD BAKER, SENIOR TECHNICAL RECRUITER

INT TECHNOLOGIES

Charlotte, NC (E) ******@***************.*** (T) 704-***-****

TROY BALLINGER, TECHNICAL RECRUITER

MODIS

Charlotte, NC (E) ****.*********@*****.*** (T) 240-***-****

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