Customer Service Help Desk
Resume:
Joseph S. Roark
**** ********** *****, ********, ** 43228
********@****.***
SUMMARY
I am a talented, reliable person that is looking for a stable job in the computer repair field. I have much experience in troubleshooting store technology over the phone. On a daily basis, I would remote into store registers and repair software and hardware, walk stores thru resetting their router and switches and providing guidance and support for basic procedural issues. Ability to type over 50 WPM and thrives in fast paced environments.
HIGHLIGHTS
IT Help Desk Support
System checks and troubleshooting
Advanced troubleshooting
Customer Service
Advanced knowledge of Corel Paradox
Computer diagnostics and repair
Hardware support and troubleshooting
Database Management
EXPERIENCE
L Brands 2016 to 2017
Stores Technology Services Specialist (IT Help Desk) Columbus, OH
Troubleshoot and repair store equipment remotely (over the phone, messaging) including VOIP phone systems, Computer & Mobile Printers, POS Applications, iPods and iPads.
Use Remote Desktop Connection on Windows 7 to troubleshoot store equipment when devices are connected to the internet.
Helped stores troubleshoot networking hardware like Cisco routers and switches over the phone when devices do not have internet access.
Answered around 30 calls per shift. Followed detailed knowledge base to keep updated on changes in troubleshooting steps and equipment.
Used Active Directory and Microsoft Exchange service to reset passwords for store e-mail accounts.
Documented calls using HP Service Manager to create tickets to dispatch technicians or send new equipment to the store as needed.
Work with analysts to resolve other issues such as store transactions stuck in queue, rebuilding profiles on server and re-enrolling mobile devices into Airwatch.
Sprint 2015 to 2016
Retail Consultant Chillicothe, OH
Assessed new customers to determine what devices and service plans are best for them.
Upgraded devices and service plans for current customers.
Perform basic troubleshooting on devices that people bring in that aren’t working properly.
Create work orders for equipment so the technicians know what is wrong.
Put away new accessories as they come in.
Clean phones and display areas.
Sam’s Club 2015 to 2015
Cashier Chillicothe, OH
Ring up sales and make change.
Offer protection plans for items as required.
Try to get regular members to upgrade to higher membership level.
Return unwanted items to store shelves.
Wal-Mart 2014 to 2014
Electronics Sales Associate Waverly, OH
Assisted customer in purchasing electronic equipment such as laptops, TV’s and DVD/Blu-ray players.
Stock shelves according to product information on labels and packaging.
Ring up sales and make change.
Bin overstock properly so it can be found later when shelves empty.
AT&T Uverse 2012 to 2012
Tier 2 Tech Support (IT Help Desk) Mesa, AZ
Troubleshoot and repair advanced customer issues with their Internet, Phone & Digital Television services.
Follow detailed knowledgebase for advanced troubleshooting issues.
Run signal tests on customer phone line to verify signal quality
Remote access customer’s equipment to verify settings are accurate.
Dispatch technician or send new equipment to customer’s location as required.
AT&T Uverse 2011 to 2011
Tier 1 Customer Support (IT Help Desk) Tempe, AZ
Troubleshoot and repair customer issues with their Internet, Phone & Digital Television services.
Dispatch technician or send new equipment to customer’s location as required.
When issue is out of scope, follow procedures to escalate customer to tier 2 support.
EDUCATION
Ohio University 2014 to Present
Associate’s Degree of Computer Science Chillicothe, Ohio
Completed 2nd semester towards my Associate’ Degree in Computer Science
Contact this candidate