Customer Service Support

ROBERT ALBRIGHT

**** ****** ****, *******, **., 19540 C: 484-***-**** *********@*****.***

Objective

Customer Service / Technical Support

Professional Summary

Proven ability to communicate effectively, evaluate risks and attain targeted goals. Diversified engineering, administrative, and customer service experience in the computer industry, and retail. Experienced in Implementing technology strategies and system approaches that improve service and productivity.

Skill Highlights

Responsible Customer Service

Computer Hardware

Retail

Help Desk hiring and training

Computer software savvy

Troubleshooting

Case tracking, CRM

Network configurations

Knowledge base author

Professional Experience

Customer Service Associate (April 2019 – September 2021)

THE HOME DEPOT, Wyomissing, Pa.

Provide phone support for online orders, product availability, transfer callers to proper departments.

Pulled online orders stocked at Customer Support station in store or contact pullers if products stored in other store locations.

Handled and examine returned products. Return products to vendors if purchased with broken or missing parts.

Helping in store customers to fine products they are searching.

Trained in all functioning computer applications.

Technical Suppor Analyst 3 / Operation Manager (2/2016-4/2019)

KRYSTAL'S CLOSET, Mohnton, Pa.

Diversified with new products to improve company's profits.

Maintained all computer hardware, software, network, Windows 10, Microsoft Office, and Quickbooks. Paypal and eBay accounts.

Documented business transactions in EXCEL, and Quickbooks.

Created web site using Weebly for products sold.

Technical Support Analyst 3 / Help Desk Manager (10/2000-11/2015)

SCALA, INC., Malvern, Pa.

Manager of Scala Help Desks in the Americas. Hired and trained support personal. Setup external Help Desk to provide 24 hour customer support. This was particularly positive for over night installations.

Maintain monthly case analysis matrix to provide upper management with incident failure analysis.

Managed Scala SaaS Amazon Cloud servers for on demand end user server maintenance, updates, and server performance tuning with minimal down time.

Authored support documentation for Scala support groups worldwide. Built the knowledge base solutions in the call database. This provided easy step-by-step instructions for Help Desk Analyst to address each incident.

Supported Web Application components, PostgreSQL, Apache Tomcat, Microsoft Office, and NetSuite, and Thinking Phone Networks. Tools used are JIRA, Podio. VNC, Citrix Go To Assist, TeamViewer, MS Remote Desktop Connection, Box, Dropbox, and Filezilla.

Operating systems supported Windows, Android, and Linux for Digital Signage systems.

Proficiency in network and connectivity troubleshooting, Scala playback systems and display configuration, knowledge of PC hardware and architecture, video display hardware, video codecs, RTSP and RTP video streaming technologies, media encoders, media file format compatibility.

Some end user clients included NASA, Northrop Grumman, J.P. Morgan Chase, Wells Fargo, Saks Fifth Avenue, Domino’s Pizza, Wendy’s Food, Fidelity Investments, Honeywell, Raytheon, Hewlett Packard.

Team Leader/Sr. HelpDesk Analyst (12/1995-10/2000)

JUDGE TECHNICAL SERVICES, Client MERCK & COMPANY, Blue Bell, Pa.

Spearheaded the Vantive knowledge base. This provided easy step-by-step instructions for Help Desk Analyst to address each incident. Received the Exemplary Service Award and Pride In Quality Merck Award.

Helped Clinical Trial Doctors by supporting Windows, VAX, UNIX, and TSO platforms. MS Office, Lotus Notes, MS Outlook & Exchange, Netscape, MS Internet Explorer, MS Project.

Remote diagnostics using Net Meeting and PC AnyWhere.

Hardware support for desktop and laptop computers. Provided support for both in-house and field doctors.

Education

CETA ELECTRONIC ASSOCIATE COURSE Northern Chester County Technical School

Troubleshooting analog and digital circuits, test lab equipment, and prototyping. Finished second in class. Number 1 term paper subject micro-processors.

AUTOMATION INSTITUTE OF PHILA., Philadelphia, Pa.

Computer Programming, Systems Analysis and Design, COBAL, BAL, RGP languages.

PIERCE JUNIOR COLLEGE, Philadelphia, Pa.

General Studies, Accounting, and Business Administration.

MARPLE-NEWTOWN SR. HIGH SCHOOL, Newtown Square, Pa.

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