Customer Support Service

BELINDA LIU-LOHSE

**** ****** ***., ******** ****, CA · 408-***-**** · adznrq@r.postjobfree.com

EDUCATION:

San Jose State University (SJSU)

San Jose, CA

Bachelors of Arts in Liberal Studies; Emphasis: Nature of Language

December 1997

WORK EXPERIENCE

The Lohse Family – Event Organizer & Planner Mountain View, CA

Oct 2003- Present

- Planned out daily activities, appointments and get togethers.

- Managed an array of parties for classrooms throughout the year

- Kept up with annual doctor appointments

- Prepared Meals throughout the day

- Shopped for children’s clothes on a quarterly basis

- Worked as a cashier at the book fair

- Created pages for classes in the yearbook

- Distributed lunches and scanned student id’s

Stanford University - Help Desk Professional Palo Alto, CA

June 2002-Oct. 2003

- Analyzed data and managed SUNet id’s and reset passwords and pins.

- Contribute to the documentation of Standard of Procedures within the Help Desk.

- Has extensive training in the Stanford ITSS implementation of Remedy

- Attended meetings for the Second Tier technical support group to incorporate new methods of resolving issues.

Advantel- Customer Service San Jose, CA

Feb. 2001 - Dec. 2001

- Dispatched technicians to customer sites to resolve problems.

- Answered phones and obtained detailed information for the technicians.

- Processed service orders and closed them in a timely manner.

- Analyzed the technician’s timesheets and customer charges for accuracy.

First Virtual Corporation- Systems Engineer Santa Clara, CA

Aug. 2000 - Jan. 2001

- Issued tickets and performed troubleshooting procedures on each incident until closure.

- Followed up with customers on a daily basis.

- Performed troubleshooting procedures in the lab as well as the training room.

FaceTime Communications- Customer Support Foster City, CA

Mar. 2000 - Aug. 2000

- Issued tickets for various requests such as creating, deleting or modifying agents, creating dedicated queues, wait text, after-hours text, hours of operation and

disconnection’s. Followed up and closed tickets every 24 hours.

- Organized training classes for resellers, integrated mass emails into Goldmine, set up training sessions for sitescope, Client Services, and Supportal.

- Performed troubleshooting procedures on customer’s HTML, Java messengers, and Agent Workstations.

- Conducted CRM and trained resellers on the company’s products.

Procase, Inc.-Technician/Customer Support Fremont, CA

Nov. 1998 – Jan. 1999

- Setup and maintained user accounts.

- Gained thorough knowledge of the components for various computer manufacturers in preparation for customer issues.

- Assembled and configured PCs. Installed and configured operating systems (DOS, Windows, Windows NT).

- Installed peripheral components and drivers.

Integrated Device Technology- Customer Support Santa Clara, CA

Jul. 1998 – Oct. 1998

- Answered phones and issued problem tickets for technicians.

- Helped customers troubleshoot problems that they encountered with the company’s components.

- Worked on projects to help improve troubleshooting issues.

- Installed major hardware components.

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