Technical Support Customer Service
Resume:
**** ******* ***** #****, **** Haven, UT *****
*****.*********@*****.***
Chris Greene
Summary
I assist end-users, clients, and customers with a range of technical expertise by understanding what is going on inside their machine. Also, I advise them regarding the amount of time it is going to take to repair the machine. This way they know when the machine will be back up and running.
Credentials
Microsoft Certified IT Professional July, 2010
Microsoft Certified Desktop Support Technician July, 2009
Experience
Client Services Jan 2015 – Jan 2017
Goldman Sachs via Prince Perelson and Associates Salt Lake City, UT
I supported end-users in virtualized Windows 7 environment with technical support. This includes remotely trouble shooting hardware, software, and network issues the end-user is experiencing. I verified the user’s Active Directory profile for network access shared issues by using a Remote Desktop connection to access their working environment. I received end-users’ incidents both over the phone and instant messaging. I provided Level 1 support for end-users. This included troubleshooting incidents, documented tickets or work orders by gathering information and using probing questions supplied in process documents, quality assured documents, and providing updates as needed. I provided end-users with status updates to existing incidents and requests. I assisted end-users with Level 0 tasks. This included verifying they qualify, coordinate and document Priority 1 outages by engaging the team leader if needed. I provided incident management and additional resources to ensure escalated incidents and requests are addressed promptly and properly.
Director of IT Apr 2010 – Present
Ogden Raptors Professional Baseball Team Ogden, UT
I update the organization’s website, cloud-based email solution, and social media outlets. I also, configure and maintain the point-of-sale systems. I support media professionals and staff from Major League Baseball organizations in a dynamic bring your own device environment.
Request Coordinator Feb 2014 – Dec 2014
Unisys Salt Lake City, UT
I received, renewed, and processed requests. This included managing incoming requests, ensuring they are promptly received and reviewed, updated requests in a timely manner, processed requests through supplied documentation protocol, documented steps from receiving to resolving which, includes communication with the requestor and resolvers. I provided level 1 support to standard and special accounts according to best practices through industry standards and client supplied tools. I supported clients through Citrix/VW solution as well.
Request Team Lead Jun 2007 – Feb 2014
Unisys Salt Lake City, UT
I oversaw off-shore teams that receive, review and process requests submitted by end-users. I updated processes and documentation in a fast-paced, dynamic environment. I took escalated requests, answered questions, and assisted end-users, request coordinators, service desk agents, and both internal and client-side account managements team members. I proactively engaged end-users to ensure their needs and expectations regarding requests are properly addressed and managed.
Service Desk Agent Oct 2006 – Jun 2007
Unisys Salt Lake City, UT
I supported customers in a Windows XP environment with technical support. This included remotely troubleshooting hardware, software, and network issues the customer or end-user is experiencing. I verified users’ Active Directory profile for network access issues. I used a remote desktop or terminal server connection to access client’s network. I received customers’ incidents, both over the phone and email. I provided Level 1 support for end users. This included troubleshooting incidents, documenting information in tickets or work orders as requests by probing questions and specified information supplied in process documents. I quality assured process documents and provided updates as needed. I provided end-users with status updates to existing incidents and requests. I assisted end-users with Level 0 tasks. I qualified, coordinated and documented Priority 1 outages and engaged team lead or incident management to ensure escalated incidents are promptly and properly addressed.
Skills
Technical
I have a wide breadth of knowledge with Microsoft Office solutions, including Outlook, Excel, Word, One Note, Skype, PowerPoint, and Access. I have an excellent foundation understanding of technology, server, network and end-user hardware and software, including Microsoft Active Directory. I have a sound understanding of Windows-based operating systems, from 2000/XP to Windows 7 & 8.
Interpersonal
I have call center and customer service skills honed in through years of addressing a range of issues, from simple password resets and share accesses to time-sensitive support for critical users. I have worked with end-users, clients, customers to proactively anticipate what they will need ahead of time to address issues and get everything proactively beforehand so there are no surprises, emergencies on launch or go live day. I help end-users understand and comply with company and industry standards always in a calm, professional, and secure manner.
Problem-Solving
I developed skills in understanding the technical specifications and operational expectations for end-users to ensure they can get back up and running with both off-the-shelf and customer-built solutions. I am not afraid to find a solution and will come back with an option to solve any one off issues that may arise.
Organizational
I oversaw day-to-day operations of an off-shore team and acted as the department point of contact for both internal and client facing communications. I am a strong team player who is dedicated to the job each and every day by making sure I am available to both the customers and employers.
Education
High School Diploma Class of 2001
Roy High School, Roy, UT GPA 3.25, Member of DECA
References
Dave Baggott President Ogden Raptors
801-***-**** **********@*****.*** 19 Years
Dawn Zinschlag Key Client Liaison Andersen Corp
651-***-**** ****.*********@************.*** 10 Years
Luke Draayer Personal Reference Hill Air Force Base
801-***-**** ****.*******@*****.*** 19 Years
Bernie Brogna Personal Reference Hill Air Force Base
801-***-**** *******.******.*@**.**.*** 19 Years
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