Customer Service Technician

MARCUS A. TURNER

**** ********** ****** – Upper Marlboro, Maryland 20772

email: **************@*****.*** phone: 240-***-**** Qualifications Summary: Service-oriented desktop support specialist with extensive experience in providing outstanding end user and troubleshooting support within fast-paced environments. Expertise in diagnosing and resolving hardware/software issues, as well as providing technical assistance with preventative maintenance, installations, and upgrades. Strong communication skills, able to cultivate professional relationships with customers, as well as deliver technical information to both technical and non-technical team members. Areas of expertise include:

TCP/IP Fundamentals

Network Connectivity

Customer Service Skills

Preventative Maintenance

Technical Documentation

Network Communications

System Configurations

Troubleshooting Skills

User Support/Solutions

PROFESSIONAL EXPERIENCE:

American Automation 7/2016 to 1/2017

Lead Technician / Site Supervisor

Performed hands-on installation of audio/video components for client services requests, and supervised outsourced employees that were tasked with prewiring residential and commercial properties for television/telephone service, and data and security systems.

Serve as the primary internal point of contact for patches and security updates, deployment of software, and the maintenance and configuration of hardware and related peripherals such as printers, computers, routers, switches, and firewalls. Comcast Cable 2/2006 to 7/2016

Communications Technician (CT) Tier4: 4/2012-Present

Utilize workflow management/ticketing system to monitor and analyze incoming calls, as well as ensure timely responses to reported queries and issues. Open trouble tickets and maintain all necessary documentation to track ticket through resolution.

Employ diagnostic tools to troubleshoot problems associated with workstations and network connectivity. Perform desk side/remote installations, repairs, and preventative maintenance, and train end-users on the operation of hardware, software, and peripheral devices.

Act as the Lead Technician in his absence, training Technicians on test equipment usage and troubleshooting techniques, as well as managing schedule coordination to ensure completion of all scheduled or on-demand service and maintenance work.

Perform Cat3 and Cat5 installation and configuration of audio/video (A/V) equipment for television, high speed internet, and landline and VoIP phone service. Communications Technician (CT) Tier 3: 4/2010-4/2012 / Communications Technician (CT) Tier 2: 1/2007-4/2010 / Communications Technician (CT) Tier 1: 2/2006-1/2007

Completed installations and configurations of television, phone, and data devices. Performed all installations in adherence to company procedures and safe work practices, and local ordinances in order to provide services to customers. TECHNICAL SKILLS:

PLATFORMS: WINDOWS XP WINDOWS 7 - 10 WINDOWS VISTA MAC OS APPLICATIONS: MS OFFICE NORTON/MCAFEE ANTIVIRUS NORTON INTERNET SECURITY NETWORKS: LOCAL AREA NETWORK (LAN) WIDE AREA NETWORK

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