Support Specialist Customer Relations

Robert L. Graham

Livonia, MI 734-***-**** ******.*******@*****.***

SUMMARY

Microcomputer Repair/Support Specialist with 20+ years of experience

I provide quality expertise and timely resolution while maintaining unparalleled customer satisfaction, ensuring the company exceptional customer relations and return business. I am extremely versatile and reliable at resolving the most difficult and complex computer issues. I also provide a distinct ability to translate the technical aspects to the end user simply, quickly and effectively. With extensive application and technical experience working in a multi-vendor, multi-platform computer environment, I have proven expertise in supporting numerous business systems with emphasis on automotive design and engineering, as well as all aspects of consumer computer repair. In addition, I have been successful in initial and ongoing training of Designers and Design Engineers for GM & Johnson Controls.

PROFESSIONAL EXPERIENCE

PCProforthePeople LLC - Garden City, MI

01/2010 - Current

Onsite & Storefront Microcomputer Repair Specialist

Professional PC/MAC Personal/Corporate Onsite/Storefront Repair Facility Specializing in Windows OS Systems: Repair; New build; Consultation; Management

Worldwide Technical Services (WWTS) – Metro Detroit Based

03/2019 - 05/2024

Sr. Engineer HNS (Hughes Network Satellites)

70% Certified warranty repair for Dell/HP/Lenovo & 30% Hughes installations, networking and satellite systems repair

Utilized WWTS’s internal ticketing system via cell phone to effectively manage, contact and deploy onsite to repair Dell, HP & Lenovo assets, as well as assess, troubleshoot and resolve any issues with satellite system including hardware, software & cabling, for consumers and enterprise customers.

Achieved bonus’s regularly based on completing and/or exceeding given amounts of repairs in a 40 hr week

Use and maintain company vehicle for all travel and keep/track inventory for repairs

Assist and train new hires on all aspects of position including shadowing

Travel to other locations/states as needed to reduce back log of repair tickets (volunteer basis)

Krivsky & Associates - Milford, MI

11/2017 - 03/2019

Primerica Representative-District Leader

Prospect families in financial distress

Provide solutions for families to become properly protected, debt free and financially independent

Special focus on doing what is right for the customer 100% of the time

Aerotek Incorporated - Southfield, MI

06/2016 - 05/2017

Quality Control Senior Lab Technician (Contract)

Inspect and extract data from GM HMI’s and John Deere Radios and determine fault of module

Document and adhere to stringent document processes/procedures for all work duties

Micro soldering/de-soldering

Utilized digital microscope for troubleshooting

Phillips Consulting Inc. - Lake Orion, MI

12/2015 - 06/2016

Networking/Fire/Security Wiring Technician

Install and service computers, networks, CCTV \ IP video systems, surveillance and access controls, fire control systems, and structured wiring

EDUCATION/LICENSE

Life Insurance License

State of Michigan

Schoolcraft College – Livonia, MI

Associate degree Computer Science

Volunteer Tutor - English; Math; 10+ computer courses; Psych and Humanities

Phoenix Institute of Technology – Phoenix, AZ

Associate degree CAD

TECHNICAL SKILLS

Computer hardware installation, replacement and/or repair

Software troubleshooting: reinstallation, replacement and/or repair including virus’s, malware, spyware, adware and other unwanted programs

All Windows OS, SolidWorks, Netsuite, TcAE, UniGraphics (NX), Word, Excel, PowerPoint, Access, Remedy, Outlook, PeopleSoft, Lotus Notes, Unix and Microsoft

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