Customer Service Technical Support

Julius Thornton

Education

Bachelor of Art- Graphic Design and Computer Graphics Illinois State University

Minor: Education

Skills

I. Customer Service

A. Fast pace high volume customer care, sales, and product retention specialization. Also very fast in product information research during contact.

B. Over 4 years of experience in dynamic customer service inbound/outbound national call centers

C. Office equipment includes a 22" Imac with 2TB Ram and 2 TB HD Duo Centrino with Windows 7 in bootcamp, An Compaq PC with Windows 7, and third pc with ubuntu/linux. Typing Speed is 70 wpm and keypad. Panasonic Toughbook touchscreen quad core 1tb hdd.

D. Two years of full time technical consulting involving some sales support.

E. Over 3 years experience in desktop publishing and pre-press design and preparation including pantone color calibration and cross platform conversion. Proficient in Illustrator, Photoshop CS. Schematic scanning and photo-editing.

II.Technical

Extremely Internet Savvy and am familiar with a variety of search engines Hardware and Software system building from the motherboard to the desktop Server based software rollout

Software troubleshooting and installation

Proficient with Operating System upgrades including all Apple mac osx and ios and All windows and android technical support initiatives

III. Teaching

A. 1 year ESL for kids aged 6 and 12

B. 2 years Assistant teacher art seminar for two consecutive summers at Rock Island High School

C. Lead teacher with 15 student classload for 3 summer sessions

D. After school program lead teacher/tutor

E. Over 4 years of experience with virtual at a distance teaching using Meetme, Bomgar, and Blackboard virtual meeting applications

F. Have provided 3 semesters of residential counseling and activity facilitation and entry guidance counseling for Illinois State University

G. Online tutoring experience with Chegg for Japanese and Finance

Experience

2017-2018

Education First Language schools

ESL/EFL/TESOL Professor

Facilitated custom and pre-designed lessons for international business professionals and children of Asia, South America, Africa, and Europe.

2012-2016

Apple Inc.

Technical Advisor

Provides technical assistance for a variety of devices including Iphone, Ipad, Imac, Macbook, Macbook Air, and Ipods

2012-2014

Web researcher and Content assessor

Appen

In depth research with Wikipedia, Google and Bing

2010-2011

AlpineAccess.com

Seasonal work at home contracts for Intuit Turbotax and Microsoft Xbox.

Technical support including navigational assistance with functions of the software and hardware diagnostics.

2008-present

Black Hawk College- Technical Helpdesk Support Specialist

Inbound and online technical support for online degree and student account software systems. Hardware tracking and repair record keeping and clerk work.

Faculty assistance with technical difficulties. Some website training and security permissions.

2006-2008

Apex Systems- Sage Medical Software-Tampa Fl

Customer support for Seibol billing software including support to inbound medical firms nationwide

Successfully trained a new employee on software procedures

2008

Technical Consultant Robert Half Technology-

Palmer Chiropractic College- Multi media technical support- Responsible for assisting in timely repairs, maintenance, and set up of multi media teaching aides including digital projectors, wireless mic systems, and various other supporting electronics.

Townnews.com

Html editing and customer service to news media and classified websites nationwide Made several useful suggestions for streamlining resolution to certain technical problems

Full time technical consulting and some sales.

2003-present

Mrs. T Calling All Kids and Various

Teacher

Provided core instruction and social activity for ages 5 through 12 in a preschool and after school program

Maximum class load of 15 students spanning all ages

Successfully wrote state grant proposal for security system upgrade.

Installed and debugged network and digital attendance sign-in kiosk/security system Part time technical consulting and some sales.

2000-2003

USAI Networks

Inbound Pc Customer Tech Support Specialist and Escalated Service

Duties: Over the phone product retention specialist, refund issuance, software diagnostic and resolution, hardware diagnostic and resolution, escalated customer service and account management internet research

1995-1997 Residential Guidance Counselor-Illinois State University

Provided grief counseling, first response in emergency situations, guidance counseling, front desk services for the tallest dorm in the world to date (Watterson Towers) and gave tours.

1994-98 SIORI-IMCD Junior Fellow

Business software testing of digital form distribution system on

LAN network

S2k Mainframe proofreading. Boardroom presentation training.

Received outstanding software testing time to award for the rollout of Delrina Formflow

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