Support Specialist Customer Service

SAMUEL MCKEOWN

*******@*****.*** 609-***-**** East Windsor, NJ 08512

Summary

Certified IT Technician adept at researching and implementing evolving technologies. Ten years of experience in providing excellent customer service in a variety of companies. Have led a successful team of service professionals in the retail environment. Proficient in reporting, writing, and troubleshooting. A PMI certified Associate Project Manager also trained to offer a high level of customer service in IT support with a strong verbal and written communication.

Skills

Experience

SGS Consulting Princeton, NJ

Customer Support Specialist

Computer Generated Solutions Edison, NJ Desktop Support Specialist

12/2020 - 12/2020

Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.

Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.

Documented repair processes and helped streamline procedures for future technical support actions.

Configured new employee workstations, including all hardware, software, and peripheral devices.

Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.

Ghana Link Network Services Ltd, Accra Valuation Officer

08/2007 - 08/2019

Assessed prices of imported goods based on approved baseline.

Assessed freight and other shipping charges based on approved rates.

Assisted importers and agents with documentation requirements for inspection.

Provided training support for interns and new staff ensuring smooth transition to work environment.

Assisted with various research projects as assigned by my manager.

Education and Training

SECURITY CE+

COMPTIA CySA+

Cyber-Security training - Per Scholas-NJ

Google IT Support Professional

IT Support

10/2020

Project Management Institute Pennsylvania

Associate Project Manager

07/2016

Kwame Nkrumah University of Science & Technology Ghana

Bachelor of Science in Geodetic Engineering

05/2006

Microsoft office suite

Systems administration

ServiceNow

Salesforce

Citrix

Mobile Device Management

Network Security & Support

Applications installation and troubleshooting

Retail sales customer service

Customer relations

Problem-solving abilities

Project management

Effective communication

Report generation

OTICON Somerset, NJ System Support Specialist- 01/2022 -Date

Install and configure software for hearing care providers.

Provide installation support for hardware and other peripheries.

Document and report anomalies and trends in software and hardware functionality.

Support and troubleshoot hardware and technical equipment.

Update and maintained standard operating procedures and other technical documentation.

Provides training support to end users regarding new software and technologies.

Managed user permissions and access in the Identity and Access Management system

Grant or deny access to company resources based on roles and privileges.

Monitor user activities in the Identity Management system.

Performed clerical functions associated with tracking data for effective case management. Complete accurate data input and/or corrections into computer files.

Utilized case management and student accommodations databases effectively as well as the testing program registration systems.

Performed a variety of tasks associated with customer and client services for the College Board SSD group by responding to routine and sensitive cases.

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