Tech Support Customer Service
Resume:
To whom it may concern:
I am interested in securing a position within your company where my abilities and qualifications can be fully applied to our mutual benefit. My resume is enclosed for your review and consideration.
Throughout my career I have been known as a quick learner, self-starter, and a dedicated worker. I have demonstrated my ability to handle a variety of tasks effectively and deliver on deadlines. Although I work well independently, I am equally comfortable as part of a team.
Sixteen years of customer service, help desk/ tech support experience has taught me to listen attentively to the needs of internal and external customers and resolve issues
Customer service and quality control experience has enabled me to think creatively and pay extra attention to details
As a graduate with an A. AS of NSA/IS, my networking skills continue to grow as I apply them for further advancement
Detailed on my resume, you will find a solid background in customer service and quality control fields. I believe this background provides the necessary experience you require in the available position. I would welcome the opportunity to speak with you in person about my career possibilities with the available position. Thank you for your time and consideration.
Sincerely,
Christopher Copeland
Enc.: Resume
Christopher Copeland
2700 Avenue A #4, Council Bluffs, IA 51501
E-mail: ************@*****.***
Summary
Eighteen years of customer service and call center/help desk/ tech support experience with a comprehensive knowledge of computers; communicates effectively and handles a variety of responsibilities/office equipment; Professional, highly efficient, accurate and well organized; Proven reputation of dedication to both internal and external customers.
Education
Benedictine College, Aeronautical Aerospace Engineering Atchison, KS 1994-1997
ITT Technical Institute Network Systems Administrator Omaha, NE
2014-2016
Degree: Associates of Applied Science in Network Systems Administration
Graduation Date: April 3, 2016
Technical Skills
MS Word Kronos
Excel Sebel Linux
MS Access COBOL UNIX
MS Outlook Lotus Notes Fedora
MS Power Point ACSR Salesforce
Windows
Experience
Multiple short term assignments after October 2016. At present, I am working for Intrado in Omaha, NE.
UPS August 2022 to present
Package Loader/ Part Time
Recorded loaded packages using a scanner
Followed safety protocols and procedures
Continuous loading procedure of different weight levels
Intrado June 2022 to present
Technical Solutions Specialist
Perform tech support in setting up files for multiple clients
Call/email responses to the clients
Keep updated records of issues
Reset/ build system files and setups per client’s request
Maintain and update information as needed
Iconma February 2022 to June 2022
Collections Specialist
Assignment at Bank of the West
Inbound /outbound calls for collections to BOTW clients
Maintained scripted information
Followed company guidelines
Harvey Nash April 2021 to January 2022, Omaha Ne
Jobs Abuse Associate
Review cased and jobs for fraudulent activities
Confirm validity of profiles and jobs
Used multiple systems for fraud detection.
Toast Inc June 2018 to June2021, Omaha NE
Tech Support Specialist
Provide Technical Support for POS systems
Troubleshoot all issues Callback
Research avd Problem solve within a timeframe
Escalate and follow up as needed.
Increase and meet CSAT Scores
Alorica February 2018-September 2018, Omaha, NE
Tier-2 Tech. Support
Help Desk for MLB.com
Answer incoming calls/escalated issues
Research and resolve trouble tickets and cases
Tierpoint October 2017- January 2018, Bellevue, NE
Help Desk Analyst
Help Desk for multiple terminal types
Inbound calls to multiple clients
Resolved and closed trouble tickets
Reset passwords to system
Remote accessed into PC and laptops to work troubleshoot the issues
Express Employment March 2017-May 2017, Omaha Ne
Desktop Administrator
Assigned to company: International Gamco
Desktop check up for company
Reset passwords to system
Remote accessed into PC and laptops to work troubleshoot the issues
Monitored internal security system, and reset the server when needed
Changed the ink in the fax machine
Ubiquity Global Services October 2016- December 2014,Omaha NE
Merchant Services Tech Support Specialist
Help Desk for POYNT System terminal
Inbound calls to multiple clients
Resolved and closed trouble tickets
Answering inbound calls from Merchants, sales agents, Tier 1 tech support
First Data Corporation May 2014-Oct 2016 Omaha, NE
Associate Contact Center Tech
Help Desk for multiple terminal types
Assist with: Card services, North authorizations
Special projects Agent for Pin drop/Fraud connection.
Member of the First Data Corporation Black Leadership Council
Oriental Trading Company February 2014-April 2014 Omaha, NE
Personalization Coordinator
Multi-tasking /current position is packaging items for shipping.
Cross-training for customer service
TAK Communications July 2013-Jan 2014 Omaha, NE
Dispatch Specialist
Multi-task functions for tech routing
Dispatch for Charter technicians
Daily EQA test run/ note trap jobs assistance with field techs
Provide end of day summary,
Provide info update for TechNet hub,
Assist field technicians with system settings, provision modems
West Corporation March 2013-July 2013 Omaha, NE
Customer Service Manager
Multi–task functions for billing/ provisioning/maintenance.
Corporate Liaison for AT&T, PCG services, Bronze pool level
TPG Telemanagement, Inc. May 2012- March 2013 Omaha< NE
Measurement Analyst
Quality control of multiple business phone calls
Analyze employee/customer interaction
Produce results for business implementation
Griffin Pipe Product May 2010-Feb 2012 Council Bluffs, IA
Casting Trough Operator and Casting Utility
Skim ladle of extra iron slag, prepare ladle to pour into casting machine,
stock supplies
Operate hot metal crane, scale, trough and casting machine.
Clean pipes,
monitor After Furnace and clean dust bins
Quality control/ hands on work
Finishing Line Laborer
Quality control
Advanced Services Inc. Oct 2009-May 2010 Nebraska City, NE
General Laborer
Temporary work assignments for companies: ConAgra Foods, BSM Chicken.
Fort Western Outpost July2009-OCT 2009 Nebraska City, NE
Inbound Customer Service Rep (seasonal)
Inbound call and Internet requests for company catalog
Wellness Life Systems June 2008- June 2009 Kansas City, MO
Patient Support Rep
Inbound/outbound calls for shipment and
Refill of medical products.
Fax/follow up requests for shipments
Cargill Meat Solutions Aug 2007-June 2008 Nebraska City, NE
QA Tech
Log and test meat products and keep HACCP records
T-Mobile August 2005-Aug 2007 Lenexa, KS
CSR 1
Inbound calls for phone service, cancellations, billing, upgrades, and troubleshooting
DST Systems Feb 2002-July 2005 Kansas City, MO
Corporate Securities Rep
Inbound calls for stock transfer agent Equiserve
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