KEITH W. KIMZEY

**** * ******** ***. ***. *** Tyler, TX 75701 903-***-**** ad32ru@r.postjobfree.com ·

OBJECTIVE:

Hard-working team player seeking remote or onsite help desk technician position or in customer service in any setting.

EDUCATION:

The University of Texas at Tyler Bachelor of Arts/English Spring 1999

-Graduated with 3.2 GPA on a 4.0 scale.

-Also earned specification in English as a Second Language

-Inducted into Sigma Tau Delta Spring 1998

-Served as Vice President of Sigma Tau Delta 1998-1999 school year.

–Inducted into Kappa Delta Pi Spring 1999

EMPLOYMENT HISTORY:

Patriot Mobile

May 2023 – February 2024 Member Services Tier 1 Support Tyler, TX

Assisted the member with all aspects of their services from beginning to end: setting up orders, activating lines of service, performing network changes, studying service in a customer’s area to determine the best service for them, analyzing data usage to determine to upgrade, downgrade, or maintain the same, adding lines of services.Placing orders for new SIM or eSIM cards, ordering new devices, attempt to save the service from churn, and when necessary disconnect service; while operating multiple software applications and diagnostic tools.

Charter Communications dba Spectrum

December 2020-February 2023

Technical Support (12/2020-5/2021)

Retention Agent (5/2021-2/2023) Austin, TX

Operated multiple software application platforms, handled inbound calls from customers needing assistance with video repair, guided customers through troubleshooting steps, scheduled field technician appointments, submitted escalation tickets to dispatch. In May 2021 Tech Support was converted to Retention to meet business needs. Duties include handling customer calls needing help with transferring service, lowering service costs, and when necessary removing lines of business and disconnection of service. Using system platform software to determine service issues at residences and the node.

Self-Employed

October 2016-October 2020 Personal Technology Assistant Austin, TX

Tutored basic PC skills, answered round-the clock phone calls, text messages, and emails for client, kept track of all necessary documents for client, checked and cleaned out emails for client Provided round-the-clock assistance with all computer related tasks including: writing resumes, writing cover letters, writing papers for college courses, assisted with online Blackboard assignments and quizzes for two of the years I worked with my client, filled out job applications, sent emails for client, paid online subscriptions for client, placed various orders for client, filled out online state applications for vehicle registration, answered phone calls, placed phone calls, scheduled installation appointments, scheduled deliveries,.

Mainstream Mental Health

May 2016-October 2016 Director of Social Media Austin, TX

Responsible for marketing and media on our company website and multiple social media sites such as Facebook, Twitter, MySpace, YouTube. Also worked on fundraising events and meeting with potential donors. Also responsible for the maintenance and upkeep of office internet system and telephone. Currently with them on a volunteer basis.

Suddenlink Communications

October 2013 to May 2016 Technical Support Representative Tyler, TX

Assisted customers with all technical issues for their telecommunications services of high-speed internet, digital television, and telephone service. Assisted in troubleshooting and customer education. Processed payments, scheduled trouble calls, scheduled installations, used multiple software platforms for troubleshooting and diagnoses of problems.

Staffmark/Bank of America

December 2012 to February 2013 CSR Plano, TX

Contracted under Staffmark Agency, assisting callers with their home loans, processing payments, performing escrow analyses, researching documents, processing 1098 forms and sending them to customers, answering general questions concerning their loans, offering additional products and services such as term life insurance and homeowners insurance, conferring with third party callers from insurance companies, title companies, mortgage companies, providing payoff demand statements.

Pinnacle Technical Resources/AT&T U-verse

July 2011 to October 2012 Tier II Technical Support Richardson, TX

Working for Pinnacle Technical Resources who has a contract with AT&T, working in advanced technical support, troubleshooting internet connection problems both wireless and ethernet, troubleshooting and correcting problems with digital TV service, troubleshooting and correcting problems with CVoIP phone service, correcting order problems, analyzing billing problems, de-escalating possible supervisor calls, operating multiple software programs at once, answering calls, issuing credits, scheduling dispatches, upgraded and downgraded service for customers, assisted techs in the field via phone, had contact with multiple departments, also used instant messenger chat services to contact multiple departments for resolution to service and technical issues, installed drivers, performed troubleshooting on Outlook, also assisted customers through remote desktop connection.

Securus Technologies

June 2010 to March 2011 CSR II Carrollton, TX

Working for privately-owned telecommunications agency specializing in providing phone service for correctional facilities. Created accounts for new customers, processed electronic payments, investigated and issued credits for dropped calls, ran credit checks for potential direct bill customers through Equifax, and de-escalated calls. Also answered emails from customers and used the company online chat service to assist customers. Had access to correctional facilities’ telephony software platform to view, and when necessary, removed blocks.

Apple One/CapitalOne Auto Finance

August 2009-November 2010 CSR-Inbound Agent Plano, TX

Handling inbound calls from customers concerning auto loans, late fee disputes, attempt to collect on debt, making payment arrangements, processed deferments, answering questions about APR, per diem charges, taking payments, and routing calls to proper departments, also operating multiple software applications.

Alltel Corporation/Verizon Wireless

December 2008/June 2009 CSR Longview, TX

Assisting with billing questions, technical support, selling accessories, operating billing systems, technical screens, and all other customer related issues for cellular companies.

SITEL

April 2007 to December 2008 CSR Longview, TX

Customer service representative for the Verizon Wireless account servicing the West Coast market. responsibilities include operating account management systems software, handling customer service calls in the areas of Tier 1 and Tier 2 technical support, taking payments for customers, answering billing questions, activating lines of service and handsets.

The Answer Group/U. S. Support

June 2006 to April 2007 Comcast CSR Shreveport, LA

Worked on all three markets for Comcast New Jersey, duties included: handling customer service calls regarding billing issues, scheduling technical service appointments, and taking payments.

Centris Telecommunications

January 2006 to June 2006 Telephone Operator/411 Longview, TX

Worked overnight assisting with international calls from payphones of multiple telephone companies, processing credit card payments, took 411 directory assistance calls.

TCIM

June 2005 to June 2006 Telemarketer Longview, TX

Made outbound calls for Discover card, American Express and CapitalOne Visa.

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