**th day of September, ****

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

712-***-****

E-mail: adv4uz@r.postjobfree.com

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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