Desktop Support Technical

KT Kevin Tustin

Langhorne, PA ***** 484-***-**** ********@*****.***

PROFESSIONAL

SUMMARY

Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows and Mac systems. Proven skill in resolving problems quickly on first call. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. International Division support liaison.

SKILLS Configuring Devices

Component Replacements

User Experience

Desktop Support

Troubleshooting and Assistance

Technical Issues Analysis

Software Release and Rollout

Customer Communication and

Empathy

Friendly and Patient

Analytical and Methodical

Customer Service Expertise

Fast Learner

Highly Dependable

WORK HISTORY INTERNAL TECHNICAL SUPPORT 09/2004 to CURRENT AM Best Company Oldwick, NJ

Handle 80 to 100 calls daily achieving five star rating as relayed by user(s) Assisted customers in identifying issues and explained solutions to restore service and functionality.

Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones. Translated complex technical issues into digestible language for non-technical users.

Documented transactions and support interactions in system for future reference and addition to knowledge base.

Built and installed software for IBM Thinkpad Laptops. Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.

SOFTWARE DEVELOPER 04/2003 to 09/2004

Allied Personnel Services

Revised, modularized and updated old code bases to modern development standards, reducing operating costs and improving functionality.

Collaborated with project managers to select ambitious, but realistic coding milestones on pre-release software project development Pioneered new methods of code review to incorporate wider range of voices

Integrated constructive programs into cohesive product Tested and deployed scalable and highly available software products Corrected, modified and upgraded software to improve performance EDUCATION Certificate Information Technology 05/1993 DPT Business School, Philadelphia, PA

High School Diploma 05/1990

Lincoln High School, Philadelphia, PA

HOBBIES Musician

Sport Enthusiast

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