Customer Service Active Directory
Resume:
Chris Stoddard
aczj00@r.postjobfree.com
Summary
I have over 20 years of help desk level one and two experience. I provides an exceptional customer experience, and take ownership and pride in my work.
Highlights
Exceptional customer service
Microsoft operating systems expert
Microsoft office expert level
Networking and VPN proficiency
Printer support and implementation proficiency
Account maintenance and creation expert
Active Directory expert
Citrix system expert
Exceptional organizational skills
Excellence in leadership and advocacy
Accomplishments
Customer service of the year award- Compucom 2010
Outstanding Support award from contract vendor
Consistently ranked in top five percent of performers
Top performer in “one call resolution”
Experience
CompuCom- Sept 2001-Jan 2017
During my tenure at CompuCom, I was a top-level support analyst. I worked the escalation desk to manage customer relations. I facilitated multiple training and call coaching for my peers. I was the point of contact for escalated issues and difficult cases. During my tenure at CompuCom, I was a highly recognized top performer.
Tri-Lakes.Net- Jan 1998-Jul 2000
As Chief Technical Representative, I managed a team of help desk associates for the internet service provider. During his tenure, the company grew substansially. As the manager for the help desk associates, I was essential to the development and growth of help desk associates. I managed the training, development, and customer service of all agents. He also built custom desktop PCs for customer orders.
Education
Sam Houston High School- Arlington TX- High School Diploma
A+ Certification
Windows 2000 Certification
Lotus Notes Certification 2001
Job duties
Microsoft outlook support:
Setting up outlook to connect to exchange server. Diagnosing connectivity issues. Helping to create pst files and manage users e-mail and troubleshooting profile issues
Network troubleshooting:
From entire office outages to helping end users get new and existing PC’s connected into the office network using ping and extended ping/trace routes to find the server our router or demark that caused the outage. Helping home users connect via VPN either hardware style or soft VPN
Hardware:
This mostly involved walking users though getting new local or network printers set up, installing drivers or helping Level2 set these up on a printer server
Windows Operating systems:
Any and all issues with windows 7 and 8 and 10. I still supported Windows XP due to some large companies that have “middle Ware” that interfaced with some legacy systems (i.e. as/400) did system recovery for callers and walked them through “last known good” recovery.
Citrix:
I supported end users with the install of the citrix client (citrix receiver) I also am familiar with the delivery console and how to find users in order to end their sessions when the became none responsive, which happens quit a bit.
“hot sheets”
This wsa a term my previous employer used when a customer was not satisfied. It was my job to call and remedy the situation. My passion for people and excelance had a chance to shine here.
Call Coaching:
This involved helping agents not only master the technical aspects of a helpdesk environment but the most important aspect of being personable and caring to the customer which speaks well for the company and the client.
Call tracking:
Clarify, peregrine, heat and remedy I am well versed in and I can learn new ones quickly
Active Directory:
Where would we be without Active Directory? We would not be logging into anything that’s for sure. Account unlocks account extensions and on occasion account creation as directed by Level 2. Also, includes software push via SMS.
JD Edwards:
This wa mostly password resets and account lock outs that I resolved via web interface
Remote Tools:
Go To Assist, PCAnywhere, Team Viewer are the ones I have used the most Go To assist I have the most experience with. If a pc is connected to a network and not behind a firewall I can connect to it to help.
Contact this candidate