Customer Service Support Specialist
Resume:
Douglas Wania
Rochester, New York *****
************@*****.***
Information Technology Professional
Mid-level IT professional with experience as a computer support specialist. Skilled at troubleshooting and resolving technical issues. Excellent interpersonal and communication abilities. Interact with customers to provide basic or scripted information in response to routine inquiries about products and services. Areas of expertise:
Desktop Support Customer Service Computer Repair Networking
Technical Expertise
Hardware: PC Desktop / Laptop Computers, Network Laser Printers, Inkjet Printers, Large Format Printers, Mobile Devices, Routers, and Switches
Software: Office 365 (MS Outlook, Word, Excel, PowerPoint, and Access), and Packet Tracer
Operating Systems / Server: MS Windows 10, 11, Windows Servers (Active Directory), and Exchange Server
Network / Protocols: Cabling Installations and Termination. Network Switches, Wireless Access Points, Network Routers. TCP/IP, DHCP, DNS, IMAP, and POP3
Professional Experience
Concentrix/Connections Academy/Pearson, Rochester, NY 2020 – Present
Work-at-Home, Advisor 11, Sales, Advisor 1, Technical Support, (Student, Teacher & Staff)
Use consultative approach to handle inbound and outbound calls in a call queue setting
Assist families with program inquiries and registrations
Concentrix call center outsource. 47 schools in 31 states
Resolved technical issues related to hardware, software, and client products
Assisted students and caretakers with issues encountered on the Connections Academy platform
Troubleshooted the platform, the school provided computer or students personal computer
Assisted with the re-image or replacement of the school provided computer
Installation of Individualized Education Programs (IEP) software
Provided basic customer service support
Fidelity BioPharma, Rochester, NY 2015 – 2020
Database Manager & Computer Repair
Provided network and PC support for corporate office
Tested programs or databases, correct errors, and make necessary modifications
Updated computer database information, security, daily backups and data storage
NEED Ministries, Rochester, NY 2014 – 2015
Volunteer - Computer Support Specialist
Supported the needs of staff and clients. Computers, peripheral devices, performed regular maintenance, hardware and software upgrades, and network wireless configuration
Managed the installation, troubleshooting, upgrading, and networking of all desktops, laptops, and printers in the learning lab
Responsible for e-mail administration and support
Addressed and resolved simple to complex technical issues from computer hardware failures to network connectivity issues
Staples, Rochester, NY 2014 – 2014
Computer Repair – Technology Associate
Managed small business information technology needs. Provided a variety of services including evaluation of hardware and software needs, printer needs, purchasing, computer and network needs, and ongoing support for multiple customers. Sales of printers, ink cartridges, computers, and cell phones.
Metro Cartridge, Rochester, NY 2013 – 2013
Computer Repair & Customer Service – Contract Assignment
Managed Store Operations.
Repaired Desktop and Laptop Computers
Diagnostics of printers and ink cartridges
Education:
Finger Lakes Community College, Rochester, NY
A.A.S., Computer Information Systems (GPA 3.5/4.0)
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