Technical Support Customer Service

Richard Alan Klein

**** ****** ****** *** **** Ocala, FL 34471

Home phone: 352-***-**** Mobile phone: 954-***-****

Email: **********@**********.***

Summary

I am a professional with experience in the areas of public contact, customer service, and technical support. I am currently aggressively pursuing a degree in Information Technology Management and Security at Rasmussen College, obtaining Security + certifications, and other professional credentials. With my education, I am interested in seeking a position where my existing skills and those I am acquiring in my studies could be of service to any technical or security management organization.

Skills

·Adaptability to changes and challenges

·Strong ability to assess technology needs with various customers

·Microsoft Word, Outlook, One Note, PowerPoint, Publisher, Visio

·Information security familiarity: Disaster Recovery, risk management, internet research, security literature, and security tools.

·Advanced PC upgrades (built two computer systems), component replacement, and repairs

·Social media creation(blog), video and computer graphics editing: Pinnacle and DAZ Studio

Employment Experience

Dell Pro Support Specialist Alorica, Inc., Lake Mary, FL, 8/2018 – 9/2019

• Provided the highest level of professional hardware issue resolution for all Dell desktops and notebooks.

Member Services Representative Sitel Corporation, Ocala, FL, 04/2016 – 7/2018

·Securely delivers personal financial information over the phone for clients of a nationwide network of credit unions.

·Assists in enrollment, maintenance, and troubleshooting of online banking accounts.

·Analyzes credit card activity for fraudulent transaction and prevention of future occurrences.

Sales Representative Creative Channel Services, Ocala, FL, 10/2014 - 1/2015

·Canon printer specialist: Guided customers’ personal interests and needs and provided an exceptional buying experience.

·Exceeded weekly sales goals by 10 percent.

·Reached, galvanized, and directed valuable customer awareness of product technical features related to Canon and Best Buy.

Care Giver Kathryn Klein, Ocala, FL, 05/2008 – 11/2013

·Adapted to and dedicated full time quality care-giving to terminally ill spouse with blindness and chronic kidney disease.

·Managed and operated daily routine home peritoneal dialysis and all personal needs including precise dietary requirements, medicine usage, doctor’s visits, monthly reports, and ordering outsourced medical supplies.

Customer Care Representative Convergys, Inc., Tamarac, FL, 07/2002 – 05/2008

·Demonstrated professional outsource call center technical support and award winning customer care for residential consumers of Time Warner Cable, Charter Internet, AT&T Mobile Phones, and Comcast Television.

·Educated hundreds of callers in need of product upgrades, activation, programming, invoice clarifications, and internet access.

Education:

A.S. Information Technology Management and Security

Rasmussen College, Ocala, Florida, 12/2016

Dean’s List, GPA 3.94

B.A. Degree, Secondary School Education, English, Language Arts and Biological Science

Florida Atlantic University, Boca Raton, Florida, 12/1984

B.A. Degree, English Literature

Florida Atlantic University, Boca Raton, Florida, 05/1982

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