Customer Service Technical Support

Wesley D. Rice

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

Cypress, TX 77433

832-***-****

adjpdk@r.postjobfree.com

SUMMARY

· IT Service Desk professional with over 20 years of IT Service Desk experience and over 10 years of lead/supervisor experience in Service Desk/Call Center team environments.

· Highly customer service oriented.

· Superb communication and interpersonal skills.

· History of outstanding job tenure.

TECHNICAL SKILLS

· Bookkeeping, InfoPro Systems

· Citrix

· Service Now

· Cisco AnyConnect

· SQL

· Word Perfect

· Windows 98, Windows 2000, Windows XP, Windows 7

· Microsoft Word, Microsoft Excel, Microsoft PowerPoint

· Telephone Doctor: Customer Service Skills

· ISO 9000:2001 Overview Training

· Knowledge of Quality Management Documents: QSP 7.5-04 (Customer Returns), QSP 7.5-02 (Requests for Service), QSP 7.2-01 (Contract Review)

· SAP Release 4.6 R/3 Training:

o Searching Customer Master Records

o Maintaining Equipment Records

o Creating Billing Documents (invoices)

o Creating Credit Memos

o Warranty Replacement Orders

o Creating RMA’s

o Creating Depot Repair Service Notifications

o Leak Test invoicing

o Customer Consignment (Trunk Stock)

o Customer Return Authorizations (CRMA)

· RMA Reports

· Service Now

Stage Stores Incorporated, Houston, TX 06/2009 – 02/2020

Supervisor IT Service Desk

· Supervised 25 agents including our India and Omaha, Nebraska team.

· Personally answered all emails through our Service Desk team mailbox when needed as a lead tech.

· Personally assisted any agents with any issues that occurred in any of our stores.

· Provided Level II technical assistant to over 800 retail department (i.e., Palais Royal & Beall’s stores).

· Personally answered 50-80 calls per day.

· Used Heat Call Logging Tool, Salesforce, and Service Now.

· Created and entered Call Incidents through Service Now on a daily basis.

· Managed Service Now groups, users, and categories for my team.

· Performed Service Now Daily and Weekly Metrics.

· Enhanced the look of Service Now and renamed it to CenterStage.

· Provided support for Windows 2000, 7, 8 and 10 on IBM, HP ISP’s, and registers.

· Entered orders for all store equipment including modems, hubs, and ISP’s.

· Provided technical assistance when any of the stores were offline, including Access Points.

· Provided technical support on all handheld equipment including store and register scanners.

· Provided software support on all register transactions including post-voids and returns.

· Provided Office 365 support

· Provided Wide Area and LAN network administration through GTT for all of our 800 stores.

· Provided technical support on all Window sever deployments and all Microsoft Suite products.

· Provided Azure knowledge and experience

· Provided technical support on all Window sever deployments and all Microsoft Suite products.

· Used VPN to access ISP’s and Microsoft Active Directory Daily for password changes.

· Installed Firewalls and Network Security for all 800 stores.

· Worked with Vendors: ADTRAN, Cisco, Meraki, Mainstreet, GTT and Comcast.

Icon/Consolidated Graphics, Houston, TX 10/2011 – 04/2012

IT Help Desk Technician/Analyst (2nd Shift Temp)

· Provided Level II technical assistant to over 20 printing companies throughout the U.S., Japan, and Prague.

· Used Citrix and SQL on a daily basis.

· Used VPN and Active Directory.

· Used Remedy Call Logging Tool.

· Personally answered 10-20 calls per day.

· Provided support for Windows 7 on IBM, Dell, and HP ISP’s.

· Entered orders for all store equipment including modems, hubs, and ISP’s.

· Provided technical assistance when any of the companies were offline.

· Provided software support on all iPhones and Blackberry phones.

· Monitored all printing queues for all companies to make sure all of the orders processed normally.

Thermo Fisher Scientific, Sugar Land, TX 05/2006 – 02/2009

Service Support Specialist – RMA Processing

· Worked with a group of 10+ employees.

· Provided Level I Support.

· Worked with Windows XP and SAP on Dell ISP’s.

· Produced quotes for depot repair and followed up with customers to obtain purchase orders.

· Issued RMA’s for customers needing chargeable or warranty repairs within a maximum of 24 hours.

· Answered calls, entered orders/RMA’s/CRMA’s and operated as back up to other customer service staff as necessary.

· Communicated and worked with external customers and internal departments in a timely and professional manner.

· Provided liaison service between customers and other departments within the company.

· Ensured prompt and efficient processing of customer requests.

· Informed the company of customer complaints or changes in orders.

· Corresponded with customers by facsimile/e-mail/telephone, depending on the nature of the problems, and coordinated related departmental correspondence.

· Performed additional duties as required by the position such as issuing credits and leak test billing.

· Worked with Vendors: Cisco, AT&T, TP Link and Monoprice

Hewlett Packard/Spherion Corporation, Houston, TX 09/2000 – 05/2006

Area Customer Service Manager

· Managed a group of 10 employees.

· Provided Level I support.

· Owned and managed a 24-hour escalation and response mailbox with 100% TAT.

· Leveraged other departments to resolve customer issues.

· Worked in a fast-paced call center which consisted of providing service providers with vital information about Compaq and HP products.

· Provided Windows 2000 and XP on Compaq and HP ISP’s.

· Provided service providers with part ordering over the internet.

· Provided service providers with rate information on different types of computer parts.

· Took orders over the phone for potential and existing service providers and credited monthly invoices on monthly statements.

· Personally answered 75-120 calls per day.

· Was a part of HP’s account reconciliation team, which was involved with crediting and debiting accounts.

Compaq Computer Corporation, Houston, TX 06/1999 – 09/2000

Inventory Specialist/Customer Service

· Worked in a warehouse environment wherein I gathered parts for shipments and kept track of incoming and outgoing computer parts.

· Worked with Windows 98 and 2000 on Compaq ISP’s.

· Provided Level I support.

· Provided cost information to customers for computer units and parts.

· Packaged and processed computers and other products for Compaq.

· Provided and assisted customers with downloading software on their units.

EDUCATION

· Northern Illinois University, DeKalb, Illinois

o Major: Computer Information Systems (no degree)

· Certified in Information Technology University of Houston, Houston, Texas (05/2004)

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