Support Specialist Customer Service

James Lee Hobson

Help Desk & Desktop Support Specialist

C: 931-***-**** E: **************@*****.***

Linked In Profile

www.linkedin.com/in/JamesLeeHobson

Lynda Training Certificates of Completion

http://www.lynda.com/AllCertificates/User/6330627

Objective:

I am a resourceful and diligent college student looking to advance my career in computer technology and information systems. I offer expertise in technical support, software troubleshooting and installation along with 2 years hands on experience as internet technician. I have a keen eye for latest development in technology and stay up to date with the latest software packages and hardware components.

Education:

Ivy tech Community College, IN

Sophomore GPA: 2.3

Major : Information Technology Support

Minor: Linux System Administration

Notable Certifications and Training

Foundations of Networking: Networking Basics

Extending and Optimizing a Wi-Fi Network for Small Businesses

Up and Running with Wireless Networking

Customer Service Fundamentals

Computer Security and Internet Safety Fundamentals

Practical Cybersecurity

Comptia A+ Practical Application—Section 220-802 Training

Work Experience:

Computer Repair Technician – Self Employed

March 2015 – Preset

Diagnose and repair desktops, laptops and peripheral devices

Perform installation, diagnosis and repair of all computers

Troubleshoot computer hardware and software

Take apart and re-assemble computer systems as required

Resolve network issues as and when required

Manually set up computer systems for Ubuntu and Windows Operating Systems

Perform preventive maintenance by installing upgrading software and hardware

Internet Technician

Time Warner Cable

January 2013 – December 2014 (2 years)

Ability to convey technical solutions in a clear and concise manner.

Installing and configuring computer hardware systems and IT software for Windows Operating Systems.

Undertook analysis, diagnosis and resolution of client problems via phone and e-mail

Escalated unresolved problems to other support staff.

Took ownership of problems and tracking them to a successful conclusion.

Analyzed call logs to spot trends and underlying issues.

Tested and evaluated new software packages for the Windows Operating System

Quickly responded to customer inquiries and concerns via phone and Email.

Setting up new customer accounts, profiles and resolving problems with in the service level agreements.

Monitored call queue to ensure availability to all users.

Installed software, configured and tested customer PC’s, analyzed functionality of peripheral appendages.

Worked closely and effectively with the repair team to replace/repair defective hardware and software

Customer Service Representative

Comcast Cable

February 2010 – October 2012 (2 years 9 months)

Installing and configuring computer hardware systems and IT software.

Undertook analysis, diagnosis and resolution of client problems via phone and e-mail

Took ownership of problems and tracking them to a successful conclusion.

Maintained and documented incident tickets and problem records.

Analyzed call logs to spot trends and underlying issues.

Producing documentation and reports to a high standard.

Setting up new users' accounts, profiles and resolving problems with in the service level agreements.

Installed software, configured and tested customer PC’s, analyzed functionality of peripheral appendages.

Worked closely and effectively with the repair team to replace/repair defective hardware and software.

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