Customer Service Software

Joshua Rider

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

https://www.linkedin.com/in/joshua-rider-873938139/

**** ***** ***** **********, ** 36117 334-***-****

Entry level IT professional pursuing a progressive career, that holds various Microsoft and CompTIA certifications. Most recently employed with Sykes, in a leadership role as a SCA, handling calls for Bank of America in the personal deposit department. Responsible for assisting agents and also for the handling and de-esolating of escalated calls. Outstanding communication skills very adaptable to training skills. Able to adapt quickly to new environments and provide stability on a team. Experience with documenting problems and the actions that were taken to provide resolution.

Education

My Computer Career- Information Technology Systems Administration

Graduate: July 2018 GPA-3.4

Certifications include;

MTA Networking Fundamentals Comptia Server+

MTA Device and Mobility Fundamentals

MTA Security Fundamentals

Also Earning several personal growth and development certificates while attending.

Technical Skills

•Maintaining and troubleshooting Windows XP, Vista, Windows 7, 8.0, 8.1 and 10 up intil the April 2018 update.

•Setting up Windows and third-party firewall software

•Troubleshooting voice and data networks

•Cable installation, maintenance, and repair

•Troubleshooting connectivity issues related to external and internal networks

•Windows utilities to manage hard drives

•Knowledge and experience with virtual infrastructures and troubleshooting Hyper-V and VMware issues and errors

•Printer support and maintenance

•Installing and troubleshooting PC hardware

•Setting up and maintaining anti-virus software

•Install operating system service packs, updates, and other security patches

•Install, maintain, troubleshoot, and uninstall software, as well as peripherals

•Configuring access to shared resources and peripherals

•Applying static IP addresses to multiple devices

•Set-up and maintenance of firewalls and anti-virus software

•Understand TCP/IP, DNS and DHCP systems

Work Experience

Inventory Logistic Specialist/ Business Owner Jan 2016 - jan 2019

Sykes- SCA of personal deposits Jan 2019 - Nov 2019

Procurement of both new and used electronics products for resale, as well as the repairing of those electronics for a result in close to $30,000 in sales. customer service, troubleshooting issues with everything from tech support, the monitoring of items until their arrival as well as handling my own record keeping and accounting spreadsheets.

A leadership role as a SCA handling escalated calls for Bank of America in personal deposit department. Responsible for assisting agents and also for the handling and de-esolating of escalated calls. Able to efficiently assess and resolve situations, with outstanding communication skills. During my time there was promoted from agent to SCA and also awarded top preformer, Five Star Client Care and Best of Customer Service Awards.

Professional References

Eduardo Montoya Instructor and mentor

281-***-**** **************@****************.***

Steven K Instructor and mentor

919-***-**** *******@****************.***

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