Customer Service Desktop Support

Mark Balas

**** ******* ******** ** ●Zebulon, North Carolina 27597

Cell: 919-***-**** ● Email: acz5v7@r.postjobfree.com

EXPLANATION

A dedicated professional with experience in customer service, computer hardware and software. Proven competencies as a support administrator with the ability to empower others and foster cohesive business environments. Deliver outstanding results, leading to increased levels of responsibility and recognition. Well-developed interpersonal communication skills to work effectively with people from diverse professional and cultural backgrounds.

AREAS OF EXPERTISE

Desktop support

Productivity goals

Trainer

Communications

Sales

Employment Regulations

Email support

Customer service

Collective Agreements

Troubleshooting

Recruiting

Carrier Updates

PROFESSIONAL HISTORY

Technical Support Advisor

Xerox Business Service

April 2014- 2016

Resolved complex inquiries and desktop support to ensure customer satisfaction

Met time sensitive deadlines for assigned accounts which involved follow-up and communications as required

Created and managed extensive spreadsheets necessary for daily operations

Prepared monthly, weekly and daily reports to be sent to management as required.

Coordinated and responded to all requests for internal trainings

Maintained and promoted a positive attitude while meeting productivity goals

Established and maintained an effective system of communication and information flow, both internally and with the customer, to manage and met expectations.

Koniag Services, Inc. (G&B Solutions Inc)

Tier 2 Support Representative

September 2009 – April 2014

Responded to customer via email or phone requests for support, documented and performed initial triage.

Performed active monitoring of production systems and reported on system maintenance tasks

Provided excellent verbal and/or written communication to both internal and external stakeholders with varying levels of technical proficiency.

Performed initial triage and information gathering on customer email or phone support requests.

Performed daily status checks on internal and customer systems.

United States Marine Corps.

Lance Corporal

July 1982 – June 1986

E D U C A T I O N

Linux System Administration, Millennium Technologies, Raleigh, NC, Housatonic Community/Technical College, Bridgeport, CT

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