Customer Service Assistant

MICHAEL PHELPS

**** *. ******* **. **********, LA 71109

CELL: 318-***-**** EMAIL: ********@*****.***

IT SUPPORT PROFESSIONAL

Forward-thinking IT professional, highly motivated and productive in team environments as well as independently. Proven customer service abilities; developing a solid rapport with customers; gaining an understanding of and meeting their needs. Employing strong leadership techniques to generate an accomplishment-driven workplace, resulting in employee loyalty, corporate success and customer satisfaction.

Technology Summary

Networking - LAN Switching & Routing Fundamentals, TCP/IP Protocol Suite, OSI Model,

LAN/WAN troubleshooting, Cabling, IPv4 & IPv6, Wireless Access Points

SQL – basic knowledge of query system

PC Diagnostics – Troubleshooting hardware and software, repairs & upgrades

Python – looping, if/then statements, input/output

Windows OS – basic knowledge of XP, 7, and 8; troubleshooting

Mac OS - basic knowledge of OS X, troubleshooting

Work Station – built own computer

Web Design – self-taught HTML/CSS and some Javascript

Microsoft Office – Word, PowerPoint, Excel, Outlook

Key Skills

•Install and configure computer hardware, software, systems, networks, printers and scanners

•Ability to stick to deadlines, prioritize and display problem-solving skills

•Virus and malware mitigation, cleaning infested computers and implementation of Encryptions

•Cloud Platform Support to include: Microsoft Intune, Azure, Office 365 and Google Cloud Applications

•Implement wireless networks, and various topologies

Education

Bossier Parish Community College 2016 – 2018

Associate of Applied Science in Cyber Information Technology (Network Security)

MyComputerCareer 2/20

Information Technology Security Administrator Program

CERTIFICATIONS

CompTIA A+ (currently pursuing) 2019

CompTIA Network+ (currently pursuing) 2019

Experience

General Dynamics Veteran Affairs 2/18 – 2/19

System support specialist

•Worked with Hospitals, benefits offices and cemetary to keep operations up.

•Supported VA applications for hospitals, benefits and cemeteries (phone, screen shared with applicants and online)

•Answered phones, chat, Skype and email inquiries

•Communicated with other hospitals, called training center to make sure accounts were created properly

•Collaborated with other coworkers to troubleshoot issues and maintain productivity levels

•Completed forms so that clients would have access to their applications

•Ordered computer parts for clients as necessary company

Printing Operator Assistant Dr. Reddy’s Shreveport, LA 2015

•Operated the sorting and packaging machine

•Printed labels for individual medications

•Clean printers to ensure that it was in properly functioning order for next order

•Inspected medications to check for quality and consistency of proper labeling

•Assisted other operators with troubleshoot issues and quality assurance

•Reconciled and issued labels reports with details about batch record

Customer Service Representative Windstream (Teleperformance) Shreveport, LA 2/14 – 10/14

• Trained new-hires to solve troubleshooting issues

•Troubleshot issues related to LAN, static IP, cable internet, and DSL

• Worked with customers to solve IT needs

• Internet service provider

•Help customers establish Microsoft Outlook email accounts

•Escalated issues as necessary to ensure customers had a positive resolution to their problem

HCTEC Ochsner LSU IT Migration Project Shreveport, LA 7/1 - Present

•Deployment Specialist

•Printer Deployement

•Cisco Networking Assistant

•Subject matter expert

•Troubleshoot Hardware, software, and networking issues.

Contact this candidate