Customer Service Help Desk

Connie Jean Castaño

***** ******* ****

210-***-**** (Mobile)

*************@*****.***

Objectives

I aim to obtain a career in the Information Technology field/Help Desk Support, using skills acquired from field specific education and related experience.

Education

Associate of Applied Science in Computer Maintenance with a Networking Specialization from St. Philip’s College (December 14, 2012).I have earned four certificates from the Cisco Networking Academy. I was awarded into the Convocation Honors Program for spring 2012. I am a member of the on campus professional organization Solar Bits N Bytes locally of which I serve as the Student Government Association Representative. On campus, I am affiliated with the Student Government Association. I am a member of Skills USA on a national level.

Experience

Intern for the IT department (August 27, 2012 –December 13, 2012)St. Philip’s College (1801 Martin Luther King Dr. San Antonio, TX 78203 )At the end of my internship, my duties included using an enterprise system for logging and tracking work orders as they funneled in from personnel and students on college campus through the help desk telephone lines. At the start of the internship, I was an assistant to the IT technicians. As the duty became more familiar, I was sent out as an intern technician to troubleshoot and repair all hardware and software issues around campus ranging from installing software, removing profiles infected with viruses to imaging operating systems for the network, using a degausser, and setting up new computers, scanners, and VoIP phones around campus.

Before my education, I was employed for West Corporation (1994-2003) for a number of years in a call center working first hand with sales, quotas and exceptional customer service in an outbound/inbound telecommunications environment. I worked on the Bell South project, AT&T project and at the end I was taking inbound calls for credit card applications for Chase bank.

After graduation, I had taken up work with Buffalo Technologies a few months (12-2012-February 2013) pertaining to troubleshooting NAS devices in a 24/7 call center through Volt corporation. My role here was an agent taking customer care support and sales calls. The center utilized a state of the art tech environment to include the latest Mac OS.

Mario Mireles at Mirelco hired me as an IT assistant (February 2013 to April 2015). Mirelco fulfills IT solutions for businesses. I aided in remote support to the client after their company had one of our IT solutions implemented. We utilized Cisco devices, AthenaNet software for the medical fields and Viper software for security protection. I assisted with the set up and implements of a network namely the cabling, routing, servers, AP’s and PC stations. I worked with Cisco’s engineers when appropriate. As clients required upgrades/downgrades or new software, I was sent to work the order. As clients required, I was sent to troubleshoot disrupts in the system or remove corrupted files/software. We used a tracking system for each client where detailed documentation was of the utmost priority along with the client’s security and privacy.

From December 2014 through March 2015, I was temporarily hired at Apple Inc. through Volt Services as a customer support agent in a 24/7 call center environment. I handled incoming calls from customers requiring assistance with the Imac, Iphone and Ipad. I was working for both Mirelco and Volt for these few months.

Currently, I work from home to include PC repairs, virus removals and AV installs, implementing operating systems and system setups.

Skills

I am able to read, write and speak Spanish as a second language. I have been employed in many call centers and enjoy the ability to support and resolve issues for customers. My goal is to provide outstanding customer support. I work well on a team. I am proficient in the Microsoft office suites. I can type 35 words per minute at a minimum. I have 3 years’ experience in customer service. I have experience in operating systems, done PC repairs and have worked with antivirus installs and virus removals.