Computer Specialist Customer Service
Resume:
Paul Chapman
Entrepreneur / Owner
Skokie, Illinois, United States
************@*****.***
mypcservices.wordpress.com
SUMMARY
Highly Experienced Computer Technician with 20 years of in-depth experience in the technical support business. Customer-focused team leader for 15 people that served 10,000 employees for a national online education company. Assigned many projects and always beat expectations of scheduled goals. Leader in managing cross-company teams' efforts through effective mentoring strategies and critical thinking skills. Multiple years of retail sales and customer service.
WORK EXPERIENCE
August 2022-February 2023
Overnight Manager / Shift Lead
Walgreens
Niles, Illinois, United States
Oversee Retail Of the store, Handle day-to-day functionality. Responsible for keys, safes, and registers.
Taking in deliveries and working with vendors and accounts, Assigning responsibilities per night with short-staffed crew on overnights.
Handle equipment for maintaining stockroom readiness as well as resets according to planograms and stocking shelves. Counting and ordering various inventory items as needed with sales projections in mind. making sure to stay current on all e-learnings and keeping my team at night in compliance with all applicable laws and policies. Very detail oriented as Walgreens has many products that are similar in nature, but different in one respect or another such as dose, count, etc
November 2009-January 2023
Entrepreneur / Owner
MyPCService.us
Chicago, Illinois, United States
Chicago, IL Computer technical support both onsite and remotely, including virus & malware removal, system builds, hard drive replacement and replication, RAM upgrades.
Promoted business through web design, graphics, flyers & business cards, using Adobe Master Suite CS4, Photoshop, Dreamweaver and Flash for advertising to boost sales. Networking configuration & design using Microsoft Visio to plan setup, Customizing cost per job, Implementing proper security for routers firewalls and virus protection. Small business consulting for networking configuration, data disaster planning, and maintaining best practices to avoid future issues.
Hardware procurement & inventory tracking, timesheet & work order tracking, customer contact database using Microsoft Access.
Computer system imaging & rollout out of images that contain software required per workstation, locking down the systems per client request using local and workgroup-based security policies. February 2016-May 2016
Technical Support Rep
Support.Com
San Francisco, California, United States
Consumer technical support for Comcast Internet Division https://www.support.com/about-us/about-support-com/ Support for Windows, Android, Apple, Game Consoles, and other internet-enabled devices for Comcast Customers, configuring various 3rd party routers, port forwarding, analyzing and fixing issues with multiple Comcast-owned equipments.
June 2014-May 2015
Technical Support Rep
Service Response Partners
United States
Client and Consumer technical support across multiple platforms for Opentable.com http://www.opentable.com/about/
Support for Windows, Android, Apple for diners helping to install and troubleshoot Opentable apps, reservations, and points accrued. Backend OpenTable support for all the various versions of the reservation systems and network troubleshooting for restaurants.
May 2009-October 2009
Technical Support Sales Rep
PlumChoice
Billerica, Massachusetts, United States
Technical support sales & customer service, ascertaining what the problem was and provided the callers with packages and solutions that the company could offer them.
Booked appointments using a custom database entry system to gather the client's information, processed payments, made follow-up calls, scheduled subsequent appointments when needed. Collaborated with team members, team leads and supervisors in order to research the possible root cause of the client's problem and provided them with the best possible solution and closed the sales. March 2007-May 2009
Level 2 Employee Technical Support Rep
Educate Online
Baltimore, Maryland, United States
Provided computer technical support via telephone, email, and remote assistance, including virus & malware removal, installing and troubleshooting all work applications required by employees. Applications include but are not limited to Windows XP, 2000, Cisco VPN, Avaya IP Agent, Spark IM, custom database applications, and an online learning environment.
Provided training and assistance for the level 1 technician, wrote technical documents using Microsoft Word, Wiki sites, and a custom website explicitly for the Employee technical support team Updated and followed support tickets, and projects with the top close rate on the team assisted in improving functionality and layout of custom applications for the company. Collaborated with senior tech for process and application improvements, implemented backup communication plans for emergency network infrastructure situations, and designed an onboarding process for all new hire employees to avoid some of the most common problems with new employee computer systems. Lead virus/malware trend analyst, security suite and application testing as it pertained to all work applications to ensure proper functionality of all work applications, while still maintaining security on multiple operating systems. VOIP and Network and ISP specialists resolved the more complex issues. January 2005-February 2007
Lead PC Technician (In Store & In-Home)
Circuit City
Countryside, Illinois, United States
Installed & upgraded hardware, and software, and installed home and small business networks including all peripherals that needed to be shared resources.
Troubleshot computers and other technology products, while interacting with customers on a daily basis, developed department flyers, wallpapers, and signs to promote technical support awareness with our customer base. Trained employees with product knowledge, basic troubleshooting skills, how to use the client database to create work orders and to educate the customers of all the services that we could provide. April 2004-January 2005
Digital Imaging/Mobile Electronics Customer Specialist
Best Buy
Countryside, Illinois, United States
Sold digital cameras, Mobile electronic sales and all needed accessories while interacting with customers and providing excellent service and communication.
Educated customers with product knowledge of any of the electronics they were interested in purchasing, comparing the pros and cons of each comparable item.
January 2000-May 2004
Computer Specialist/Web Assistant
PcGrafix Designs
Evanston, Illinois, United States
Built new computer systems, Troubleshooting, upgrades, and repairs performed data migrations, and replaced motherboards, RAM, disc drives, and internal PCI cards. Provided on-phone/onsite technical support, established new contacts for business, helped with website development, and website maintenance, responded to general inquires via email and phone, collect payments, and complete work orders.
EDUCATION
2010-2013
Bachelor's Degree in Cisco Certified Network Communications
DeVry University
Chicago, Illinois, United States
DeVry University Bachelor's Degree in Cisco Certified Network Communications 3.8 GPA
• Cisco Certified Network Communications
2008-2010
Associate of Science in Information Technology
Kaplan University
Davenport, Iowa, United States
Kaplan University Associate of Science in Information Technology Graduated 10/2010 GPA 4.0 Summa Cum Laude
• Information Technology
SKILLS
Data Retreival Data Retrieval Database Microsoft Access Replication Cisco Firewalls Networking PCI MCP Migrations Rollout Malware Technical Support Dreamweaver ISP WEB Design Imaging Flash Network Troubleshooting VPN Android IOS VOIP Ethernet Application Testing/Programming Application Testing Magic Panda Linux Payment Card Industry Avaya Online Learning Buying/Procurement Purchasing Ordering Procurement Inventory Disaster Planning Security Policies Physical Security Internet Security Advertising Retail Marketing Retail Public Relations Best Practices Photoshop Graphic Design Retail Sales Sales Projections Sales Rep TOP Sales Customer Service Business Consulting Detail Oriented Stockroom Microscope Stocking Cabling Printers Closer Customer Service Oriented Mentoring Quickbooks Cases Recruitment Maintenance Payments Onboarding Microsoft Office Microsoft Word Windows XP Visio Microsoft Visio
CERTIFICATIONS
Accomplishments: #1 Lead PC Technician with Circuit City/Firedog in PC Services sales in the region for 6 months straight as well as #1 For the year of 2006, #1 ticket closer for the elite employee technical support group at Educate Online. Top Sales f...
MCP Microsoft Certified Professional (2006) (Exam 70-271) Microsoft Certified Professional
HONORS & AWARDS
Vice President of Iota Sigma Tau (IT Honor Society) Communications Chair Golden Key International Honor Society Alpha Beta Kappa Honor Society Vice President
Accomplishments: #1 Lead PC Technician with Circuit City/Firedog in PC Services sales in the region for 6 months straight as well as #1 For the year of 2006, #1 ticket closer for the elite employee technical support group at Educate Online. Top Sales f...
LANGUAGES
English - Advanced
EXTRACURRICULARS
Boy Scout Leader
Jr. Football Coach
Neighborhood Volunteers
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