Call Center Tech Support

George Foster

Cincinnati, OH

Phone 513-***-****

Email **********@**********.***

Education Associate in Information Technology-University of Cincinnati

Courses taken towards BS degree

A+ certified

Experience CDK Global Cincinnati, OH 10/13/2014 to present

Client technical support for a provider of end-to-end IT solutions to automobile dealerships of all types.

My duties consist of providing technical support to clients or to client’s IT providers by phone or by remote access. I provide support for PCs and operating systems in addition to CDK proprietary software. Tasks include installing and configuring CDK software on remote PCs. I also troubleshoot all types of issues with CDK’s software as well as OS and browser issues, including integration of CDK software with Microsoft 365 which also includes basic troubleshooting of 365 as a courtesy to CDK clients I also install and troubleshoot printers and scanners purchased from CDK as well as handle issues with a client’s CDK user account such as unlocking accounts and resetting passwords. PCs have Windows 10 or Windows 11 operating system. This is a fast paced environment requiring frequent multi-tasking and triage of incoming calls and electronic tasks. Support tickets are created and managed by Clarify and Salesforce. Analyst phones are managed by software called Touchpoint. I also install, configure and troubleshoot printers provided by CDK so they can work with CDK software applications. Participated in training of associates in a call center in India. Administer web filtering service called Websense, a text over landline product called Text Connect and a video recording product used by clients for training and evaluation of sales personnel. I also wrote work instructions for setting up an FTP server on PCs for CDK truck clients and participated in a project to clean up and update the CDK knowledge base.

VXI Global Solutions Cincinnati, OH 7/15/2013 to 10/10/2014

IT support for a global BPO, software, and quality services provider. My duties involved primarily help desk support for users at a call center facility. I also served as the point of contact for the IT department at the Cincinnati site. I responded to requests submitted by an intranet based, proprietary ticketing system. Support was provided either in person or by remote system. I provided support for hardware, software, VOIP phone, printer and network issues. Provided desktop support for local and VM Ware based virtual machines. Also worked on IT projects such as desktop reimaging and configuration, connectivity testing, upgrading of Cisco IOS, installing and configuring UPS units in the server room. I participated in an upgrade of the entire facility from Windows XP to Windows 7. I also set up a file server for the IT department. I handled issues with technologies such as operating systems, DHCP, DNS, Ethernet, VOIP, TCP/IP, ADUC, and WiFi. I also provided support for mobile devices using iOS or Android operating systems. I also administered email accounts and distribution lists.

Contract Employment Cincinnati, OH 12/2012 to 7/2013

Expert Staffing: Provided remote tech support for a white label provider of IT services. My duties involved working from home providing support to end users by phone, remote access or by chat. Resources were accessed on a virtual machine using a Citrix connection. I supported desktop and laptop PCs, a variety of peripherals and small office/home office networks. I installed and upgraded software, removed viruses and malware, and provided cleanup and tune up services. I used a web based ticketing system and database. Frequent multitasking was necessary.

Brooksource: Help desk support for a Fortune 100 corporation. I assisted with login, password, secure ID, and file transfer issues. I answered phone calls and monitored three email boxes. Frequent multitasking was necessary. Responsible for creating tickets regarding calls and emails. Also followed procedures for escalation of issues to higher level technical support. I used Windows 7 on a local machine and access resources on either a virtual machine or a Citrix connection. Virtual machine had Windows XP operating system. I respond to concerns regarding access to secure web portal. Also activate and resolve issues with SecurID and other forms of authentication. Perform other duties on occasion in order to maintain compliance with SLAs.

Support Space: Provided online tech support as a third party support tech for retail hardware and

software vendors. I worked from home using LogMeIn Rescue to provide support for desktop PCs, laptops, printers, scanners, and wireless networking equipment for home and small offices. Also installed software, removed viruses, spyware and other malware and performed tune ups to customers PCs. I supported Windows XP, Vista, and Windows 7. I also worked with technologies such as DHCP, DNS, Ethernet, and TCP/IP. I provided support for MS Office as well as other software.

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