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Customer Service Representative

Marietta, GA
January 14, 2020

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Charlie G. Franklin

Austell, GA ***** 815-***-****

IT Help Desk Support Technician

Connect with Customers to Troubleshoot and Resolve Technical Issues

Troubleshoot, resolve and document user help requests for desktop, laptop, mobile, network and peripheral problems. Maintain and support systems, workstations, mobile devices, printers and peripherals; respond to user service requests; and resolve trouble tickets.

Skilled problem-solver able to communicate with users at all levels of technical proficiency. Provide value by going above and beyond in providing customer service to outside and inside customers.

Professional Experience

IBM, Remote, Atlanta, GA 2017 - Present

Service Desk Technician 2018 - Present

Provide customer support to client via all incoming support channels and perform callbacks as required - Example: Via telephone, email, chat, and web channels. Identify and / or coordinate hardware / software requests and offer solutions for IBM or customer accounts.

Stay up to date of customer products and services to ensure exceptional support.

Supported Desktop Hardware and associated peripherals.

Knowledgeable of Microsoft Standard Office Products (Outlook / Word / Excel).

Proficiency in navigating and configuring various OS and connectivity issues - Example: Internet, VPN, Passwords, etc.

Knowledge of Active Directory.

Resolve more complex support requests utilizing technical support knowledge.

SORT - Customer Service Representative 2017 - 2018

Advised clients on use of various products and services.

Guided clients to resolutions for satisfaction.

Provided client with a positive experience.

Used technical resources to support clients and identify problems.

Followed call flow and problem handling processes.

WALGREENS CO., Atlanta, GA 2004 - 2017

Field Service Technician

Managed and held accountable for coordinating team to reach daily objectives. Performed equipment refurbishment, installation, relocation, discontinuance, product level engineering and configuration changes, upgrades and/or modifications, to products using established documentation, procedures, and safety protocols. Contributed to projects: installation teams, systems assurance reviews and account planning sessions.

Charlie G. Franklin, Jr. Page Two

WALGREENS CO., continued

Performed problem determination utilizing maintenance package, diagnostics, reference documentation, service aids, tools and test equipment to make sure aligned with best practices and following protocol.

Built credibility, established rapport, and maintained communication with co-workers, store managers and employees, technical assistance and corporate managers to ensure up to date on all processes and procedures and to foster teamwork.

Trained new hires and store employees on machine maintenance, repair and usage which made sure they were used appropriately.

Provided networking on POS registers by calling off-shore to ensure proper resolution.

Loaded software, replaced boards, replaced chemical tanks, replaced hard drives, system boards, replaced AOM drives, lasers, sensors & other various machine parts.

Provided technical support including troubleshooting via telephone and in person to make sure stores were supported in timely fashion.

Determined if routing loops were occurring and escalated if necessary, to communicate a sense of urgency and try for quick resolutions.

Served Fuji Team Lead and organized teams to ensure proper coverage and provided technical assistance to team members to ensure proper resolutions.


Associates Degree (AA), Computer and Electronic Engineering Technology (CEET), ITT Tech, Matteson, IL

Technical Skills


POS switches, routers, registers, printers and scanners, Lexmark printers (630,640,650), Epson printers, As400, HP PCs, Bosch and Ademco and Bsoch alarm systems, Checkpoint gates, Reader Board, CCTV system, Photo Lab System, Satellite, Cisco Wireless Control


Windows 7,10, Linux (as400 and other mainframes), Outlook 2013,2016, SCCM, Dameware, Alics, Active Directory


Common retail and SMB application programs, system diagnostics and local/remote support structure. Macrocodes, and application programs. System and network configuration options, serial/parallel port structure, expanded/extended memory management.

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