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Technical Support Customer Service

Winchester, Virginia, 22601, United States
April 20, 2017

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Thane C. Goss

Winchester, VA *****

(540) ***-****

Email Address:


ITT Tech for my Bachelor’s in Electronics Engineering Chantilly, VA

TESST College of Technology/Kaplan University, Alexandria, VA

Associates Degree in Information Systems and Technology, 1999


To obtain a position as Systems Network Technician, Electronics Technician, Technical Support Specialist, and/or Help Desk Service Representative by creating and delivering solutions that meet corporate objectives tied to business and technology performance as a Technical Support Specialist, Help Desk, or Customer representative. Very comfortable operating platforms and in a wide range of environments. An effective communicator; capable of explaining complex processes in easy-to-understand terms for end users.


Computer Skills:

Worked with Windows NT, Windows 2000, Windows XP and Windows 7 operating environments

Experience with Word for Windows, WordPerfect, and WordStar for Windows

Knowledgeable in programs such as, Access, Excel, PowerPoint, Paradox, DBase III and IV.

Excellent working knowledge of operating systems for trouble shooting in Win NT, Win 2000, Win XP and Win 7 Experience with MS Access, MS Office 2007 - 20010, PowerPoint, Bridge Track, and MS Outlook

Experience supporting applications that use MSDE or MS SQL

Supported customers using WebEx

Evaluated and tested supplied PC base software window packages for compatibility to existing stems.


20 years of experience in customer service

Over 10 years of experience working in a help desk and call centre environment

Trained others in the use of applications and in technical support methods

Excellent troubleshooting and logical problem solving skills

Creative ability to solve unusual or difficult problems when logical methods have failed

Demonstrated ability to meet deadlines, and set priorities


Systems / Network Technician / Electronics Technician


Micron Technology Inc.

MTV Manufacturing Technician, Manassas, VA, July 2014 - Dec.

Identifying potential capacity constraints and solutions while prioritizing product and tools.

- Auditing inventories to ensure accuracy and monitoring area work in progress (WIP).

Assisting the production supervisor and engineering areas to address bottlenecks and backlogs.

Ensuring that MACH is scheduling screamers, hot lots, and priority lots are prioritized through the area.

Investigating slow lot issues and monitoring the upstream and downstream effects on area workstations to eliminate missing queue times.

Performing ETI audits to ensure accurate tool (meaning computers) logging.

Sending proactive communication of area changes to promote teamwork and utilize redundant tools to improve area efficiency.

A demonstrated knowledge of basic math, statistics, Algebra, and English coursework.

Intermediate computer skills using Microsoft Office (Word and Excel).

The ability to accurately read and interpret verbal and written instructions to improve area efficiency as well as communicate effectively to supervisors, technicians, and area personnel, with some variations.

Worked in a cleanroom or an electro-static discharge (ESD) sensitive environment (due to the delicate nature of our products, manufacturing areas are kept particle-free and static-free to avoid damage to our products).

In the cleanroom, we were required to wear a full-body jumpsuit over their regular clothes, booties over their shoes, gloves, a head covering, face mask, and safety glasses. In the ESD-sensitive environment, workers are required to wear a smock and booties over regular clothes.


Introductory College Algebra and Introductory College English Reading & Writing, VCATS level 1 certificate or equivalent Military courses.

COMPUTER ARE EASY, Winchester, VA, 1999-present

Network & Help Desk Technician

Answered technical questions regarding software products and their requirements within related


Respond to daily work orders, which included data lines, telephone lines, installing and relocating TV


Investigated issues reported by clients in a timely and efficient manner

Responsible for research for problem resolutions in NetWare environment using of Ethernet, 10 base

2, 10 base T and NDS

Facilitated and participated in conference calls with clients

Performed data conversions and repairs of customer data in order to meet specified program


Identified and resolved network and DCOM configuration issues

Worked with Research and Development department on Quality Assurance

Trained on software applications

Maintained NetWare problems e.g. TCP/IP, IP addresses, DNS, OSI, DNHP Novel 4x and 5x


Executive Resource Group, Winchester, VA 1999-2001

Installation & Service Technician:

Installed software and cutovers of Cisco Routers consoles kits and Ethernet Nic, adapter cables, and

patch cables

Expanded background knowledge in Windows, Mac, and email implementations and reconfigurations

Evaluated and tested supplied PC base software window packages which included operator systems

such as Windows NT, 9x, ME, 2000, XP Professional for compatibility

Getronics/ISSG, Winchester, VA 1999-2001

Installation & Service Technician:

Installed vendor supplied PC base software packages which have several different operators systems

including Windows NT, 9x, ME, 2000, and XP Professional

Troubleshoot and serviced problems that may occurred during and/or afterwards installation

Williamsburg-James City County Public Schools, Williamsburg, VA 2001-2003

Technical Support Specialist:

Provided solutions to customer’s equipment needs

Offered excellent customer service in a pleasant and professional manner Assisted in-house staff and

field personnel by solving internal and external concerns or issues

Maintained and repaired computers with several different operating systems such as Windows NT,9x,

ME and 2000, Professional

Tracked progress reports and parts used

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