Customer Service Support

Richard Gooding

Cell: 470-***-****

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

Qualification Summary

Detailed and analytical IT Support Specialist with excellent customer service and technical skills. The following are a few key strengths:

●Recognized for strong attention to detail and the ability to work independently and as part of a team

●Demonstrate ability to provide customers with technical and navigation support

●Track record of assisting in the design and implementation of policies and procedures

●Expertise in researching and resolving customer’s issues

Education

A.A.S., Network Systems Administration, DeVry University, Alpharetta GA: August 2009

Professional Experience

09/2020 – Present IT Support Specialist (Contract), Naylor Association Solutions, Alpharetta, GA

●Manage network restoration due to data breach

●Reinstall Windows 10 and provision approximately 85 desktops and laptops

●Analyze, troubleshoot, and resolve system hardware, software and networking issues

●Disable user accounts via Active Directory and managing access control based on company policies

●Configure and staged Shoretel and Mitel phones for remote users

●Manage and maintain equipment inventory

07/2015 – 06/2020 IT Support Specialist, Naylor Association Solutions, Alpharetta, GA

●Managed and supported between 60 - 70 local and remote users

●Installed, imaged, maintained and provisioned servers, workstations, desktops, laptops and phone systems

●Maintained and managed IT inventory using Manage Engine

●Performed system backups and recovery

●Analyzed, troubleshoot, and resolved system hardware, software and networking issues

●Created and disabled user accounts via Active Directory and managing access control based on company policies

●Managed urgent situations in the absence of the senior administrator and/or IT management personnel

●Assisted in the management of the email marketing system

●Monitored e-newsletter bounce reports and IP reputations to maintain/improve mailing reputations

●Maintained email failures and feedback mailboxes to address issues

●Evaluated e-newsletter content to identify possible spam triggers and advising clients of ways to improve deliverability

●Applied diagnostic utilities to aid in troubleshooting

●Tested fixes to ensure problems have been adequately resolved

●Performed hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications

●Recorded, tracked and documented the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution

04/2012 – 04/2015 Technical Services Specialist, Strategic Systems and Technology, Suwanee, GA

●Performed level 1 troubleshooting for internal and external customers via email and phone and escalate issues when necessary

●Worked with internal staff and conduct research for process improvements

●Repaired, upgraded, troubleshoot and configured various Motorola/Symbol devices

●Repaired, upgraded, troubleshoot and configured various Zebra printers

●Staged, provisioned and managed various Motorola/Symbol devices using Mobile Device Management (MDM) tools (Motorola Services Platform (MSP), AirWatch, SOTI)

●Managed Rapid Equipment Exchange (REX) service for numerous customers

●Managed external customers' inventory including bi-weekly inventory counts

●Managed internal inventory and process demo requests

●Created and configured barcodes and labels for internal and external customers using Scan123

●Created hardware and software instructional guides for internal and external customers

05/2011 – 04/2012 Customer Support Technician, Promethean, Alpharetta, GA

●Supported Promethean software and hardware and provide telephone and email technical support

●Identified, diagnosed and resolved level 1 issues with customers

●Maintained a detailed history on the Call Management System (CMS) of all issues reported to technical support

●Escalated issues when necessary and liaised with level 2 support and service departments when appropriate

04/2007 – 03/2011 Fraud and Abuse Specialist, CareerBuilder, Norcross, GA

●Investigated calls, emails and referrals in order to enforce CareerBuilder’s Terms and Conditions

●Worked with various law enforcement agencies

●Completed investigations to determine customer's compliance with existing laws, regulations, policies and procedures

●Performed In-depth evaluations of possible fraud dealing with complex cases and sensitive issues

●Evaluated internal control structures and data to help identify weaknesses and associated risks

●Analyzed accounts to determine if fraudulent activity is present

●Provided superior customer service to internal and external customers

●Selected and implemented necessary fraud-related technology and methodologies

●Determined appropriate metrics to capture fraud and detection performance

●Designed and implemented appropriate data capture and reporting processes and technologies

●Assisted in the planning and implementation of the fraud detection system (Fraud Analyst)

●Created department training guides to be used by internal groups

05/2006 – 04/2007 Customer Service Representative, CareerBuilder, Norcross, GA

●Assisted job seekers with technical and analytical tasks on our website through e-mail and inbound calls

●Assisted with billing questions

●Assisted customers with site navigation and troubleshooting

●In charge of Smart Jobs project

●Generated sales using consumer products

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