Call Center Technical Support
Resume:
Chula Vista, CA *****
Phone: 619-***-****
Email: ***********@*****.***
Johnny Nguyen Vu
OBJECTIVE:
Seeking a technology position in an innovative, results-driven environment where my existing technical skills can contribute to the success and growth of the company. SUMMARY OF QUALIFICATIONS:
Experience supporting a call center
environment
Keen understanding of customer needs and
employs strong communication and
interpersonal skills
Experience working under pressure with diverse
work groups and individuals
Excellent analytical, organizational, and follow- through skills
EDUCATION:
Able to guide and lead highly skilled,
cross- functional teams
Enthusiastic, self-starter with a can do attitude
Team player with a consistent record
of exceeding standards and
expectations
Hands-on, results-orientated leader adept
at managing risk taking
Dell Certified 1/08
Completed Dell Dimension™, Optiplex™, Precision™ WorkStations, Latitude™, Inspiron™, PowerEdge™ and PowerVault™ Systems and Printers Certification.
HP Certified 8/06
Completed Servicing HP Desktops, Workstations, and Notebooks exam Microsoft Certified Systems Engineer
Completed MCSE 4/02
California State University, Sacramento
Bachelor of Science in Management Information Systems & Marketing 5/99 PROFESSIONAL EXPERIENCE:
FedEx Technology Services, Sacramento, CA Dec 2000 - Feb 2020
SENIOR CUSTOMER TECHNOLOGY CONSULTANT
Provided remote, on-site, and depot technical support to Federal Express operations staff, customers, and 3rd party organizations in the configuration, diagnostics, maintenance, and support for all electronic technologies and networks deployed by Federal Express. Under limited supervision, served as a central point of contact for a defined customer base to address problems or requests for information on customer automation systems, FedEx software and/or FedEx deployed technologies. Partnered with other technology teams to analyze business needs, implement customer solutions and provide technical product support. Measured and analyzed problem trends and validated need for process changes to maintain optimum customer support and satisfaction. Served as lead liaison between business customers and technology development. Provided guidance to those in less senior positions. The following are my essential duties and responsibilities:
Installs, modifies, troubleshoots, repairs and maintains all company hardware, software, and networks for internal and external customers
Resolves critical system failures through direct interface with Engineering and Development groups.
Oversees repair parts inventory to provide cost effective and timely service, repair and modification to all technical products.
Completes, maintains, and provides required maintenance records in an accurate, concise and clear manner.
Represents to insure positive customer relations and professional service support for systems, products and networks supported.
Assists in the communication and coordination of hardware and software support requirements, technologies and networks.
Provides support to internal organizations in regards to program plans and procedures.
Assists in the development of technical support procedures and documentation and on-going support of technologies deployed.
Interfaces with technical representatives of vendors, outside suppliers and 3rd party organizations. Electronic Data Systems Corporation (EDS), Rancho Cordova, CA 1998 – 2000 SYSTEMS ADMINISTRATOR
Provided remote Tier 2 technical desktop support for users of the Xerox Global Infrastructure Network. Remotely maintained the desktop configuration. Developed and implemented software and network solutions to resolve business needs. Established platform and customer specific security policies. Worked with EDS Corporate security to maintain security policies. Established supervisory level identification and passwords. Reseted supervisory level passwords and lockouts. Granted user, device, file and directory access. The following are some of the technical functionality developed while working on this large account
Interacted with customers on the phone while providing remote services, communicating status and verifying resolutions.
Remotely installed and configured software for clients.
Remotely troubleshooted problems with applications and systems configurations
Performed tasks in problem management systems to document work and process tickets.
Explained and communicated to team leaders and peers in resolving problems.
Provided user orientation on hardware, software and network operations.
Acted as a liaison between the client, suppliers, and other technical groups. Talkway Communications, Palo Alto, CA 1997 – 1999
WEB ANALYST AND CONSULTANT
Did initial analysis and design for web based application for the company.
Was part of a 5 member project development team, my role was to develop the keyword components of the application using BIC searches.
Utilized all major search engines and coded direct links to company’s website.
Communicated very closely to project manager on technical requirements needed to develop the web-based application, any technical and non-technical issues, and status of project.
Participated in weekly project planning and status meeting. Sacramento County Assessor’s Office, Sacramento, CA 1997 – 1998 LAN ADMINISTRATOR
Performed server backup of system and data files.
Installed and maintained server-based applications and operating systems.
Provided application environment administration.
Performed system capacity and performance management.
Communicated technical information to both verbal and written forms to all levels. CyberPlay Inc., Vacaville, CA 1996–1997
TECHNICAL LEAD
Maintained, diagnosed, and repaired access equipment, including modem chassis, terminal servers for LAN of Pc’s throughout the center.
Interacted with clients to isolate and resolve escalated problems relating to access equipment.
Provided support for various first line directors and trainers within the company.
Tested and implemented new hardware and beta software.
Developed, maintained, and implemented system standards. REFERENCES:
RAY PHAM Phone: 619-***-****
Operations Manager Email: *******@*****.***
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