Customer Service Technical Support
Resume:
Darrell L. Gilpin
**********@*****.***
SUMMARY OF SKILLS:
Computer proficient in MS Office 2003 and 2007 (Word, Excel, PowerPoint, Outlook, Visio), Citrix, and Webex
Operating Systems: Windows 2007, Windows XP, Windows 7, Windows 8, Active Directory, Linux (Red Hat, Fedora), and Apple Mac OS X, VMWare
Excellent customer service and communication skills
Exceptional problem solving and troubleshooting skills
Highly responsible and well organized; works well independently or in a team environment; able to work under stressful conditions with ease
EDUCATION:
ECPI University Raleigh, NC
BS Degree Network and Security Management 06/2012
AS Degree Network and Security Management 07/2010
RELATED EXPERIENCE:
Blackapple-Solutions, LLC - (IT Staffing firm) Cary, NC
Technical Trainer/ Recruiter 12/2015 – Present
Source candidates using traditional and creative sourcing methods, including referrals, networking, internal database searching, online searches, using Internet postings, referrals methods, and attending several career fairs in the area.
Initiates process of building relationships with potential candidates, and schedules interviews, as well as offering career advice for highly skilled technical individuals.
Interview prospective candidates, and educate candidates on our processes for hiring.
Assist in the submission of qualified candidates for open job positions.
Conducted training for all candidates that require remedial assistance with skill set and assist with interview techniques, conduct training videos, mock interviews
HCL America Cary, NC
Tier I Technical Support 08/2012 - 05/2014
Resolve all Tier 1 related system issues, such as but not limited to: password resets, troubleshoot Lotus Notes issues, blackberry issues, i-Phone, i-pad related issues, and application support
Assist Deutsche Bank employees while following standard help desk procedures, logged all help desk interactions, identified and escalated incidents requiring urgent attention by local IT support
Assisted with application support for remote access application (DBRAS), internet connectivity issues, blackberry token support, MS office applications, and various other internal applications
Created help desk trouble tickets, and documented issues resolved for Knowledge Base training
Knightdale High School, Knightdale, NC
Tier I Technical Support (Internship) 05/2012 - 6/2012
Performed back-ups for approximately 50 laptops, i-pads and computers for the school
Responded to requests for assistance in person, via phone, electronically
Assisted with resolving technical hardware and software issues
Advised users on appropriate action to stay current with system information, changes and updates
Followed standard help desk procedures, logged all help desk interactions, also identified and escalated situations requiring urgent attention
OTHER EXPERIENCE:
Universal Protection Security Dudley, NC
Security Officer 05/2014 – 11/2015
Provide access control, vehicle control, and emergency response
Receptionist duties, console operations, gate attendant services
Perform daily rounds of the premises to prevent theft, and loss prevention
Canon ITS Chesapeake, VA
Call Director 04/2010 – 08/2010
Handled over 100 calls per day for technical support related to: printers, network connectivity software and hardware installs/configurations, as well as customer service calls
Lillian Vernon Virginia Beach, VA
Seasonal Customer Service Representative 04/2009 –12/2009
Handled all Current brand customer service calls, as well as for subsidiaries: Lillian Vernon and Colorful Images
Oriented customers with company procedures regarding returns, damaged items, and delivery delays
United States Navy Norfolk, VA
Operations Specialist 01/2000 –11/2008
Quartermaster 03/1995 – 03/1999
Possess over ten years of Supervisory experience, managed ten to fifteen subordinates at any given time
Responsible for security training for the entire division
Conducted armed physical security
Planned, coordinated, and implemented security measures
Coordinated logistics, as well as maintained daily operations of the ship
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