Call Center Technical Support
Resume:
Michael J. Guymon-Wilson
**** * ****** **** **., Castle Rock, CO 80109
**********@*****.***
OBJECTIVE:
A Desktop Services Lead/Managerial position in a successful company with a goal to help the company grow with excellent service while maintaining a professional and friendly attitude.
SKILLS/QUALIFIERS:
Advanced Microsoft Windows
Microsoft 365
Active Directory
Exceptional PC Software/Hardware Install & Troubleshooting
Extended Call Center Experience
Excellent Communication and development skills
Familiar with elevated rights tools
“Top Ten” award recipient for demonstrating the ability to handle high call volumes with corresponding high customer satisfaction ratings for a Fortune 500 company.
EXPERIENCE:
Professional Staffing Services
September 2024 – November 2024
PC Technician
Contract: Advent Health – Littleton / Castle Rock
Cable management
Install/mount desktop workstations
PC deployments
Acara Solutions, Inc
October 2017 – December 2023
IT Field Service Engineer
Contract: Lockheed Martin – Space Systems
Install software, patches and updates on servers and desktops using WSUS/SCCM
Monitor and maintain computer systems and networks
Provide technical support to end users
Install and configure network hardware and software
Troubleshoot/configure iPad, iPhone, Mac
Advanced experience w/ ServiceNow
Active Directory
Microsoft 365
Research, troubleshoot, respond to and resolve end-user issues/problems/questions
Complete numerous projects including laptop, and desktop deployments
Travel to provide on-site support where need to meet and/or exceed SLA's
Troubleshoot hardware and software issues on desktop computers, laptops, and other peripherals.
Perform tech refreshes/reimaging of laptop and desktop computers.
Install, configure, and troubleshoot HP printers
Develop and manage effective professional working relationships with contractor personnel, co-workers and clients.
Set up computers and install software for various applications and programs
Respond to and resolve customer technical inquiries and issues via e-mail, phone, chat or in-person
Install and test desktop software applications and internet browsers
Responsible for completing technical projects from start to finish with minimal assistance
Connecting People
June 2017 – August 2017
IT Support Specialist
Contract: Centura Health
Maintain and troubleshoot devices and systems, hardware, and software.
Document system performance, bugs, debugging, and program requirements.
GavinHeath, LLC
March 2017 - May 2017
IT Technician
Contract: Builder’s FirstSource
Microsoft Active Directory
Remote control support tools (experience remoting into users machines)
Install/configure network printers
Assist users with password resets
Concentrix
December 2016 - February 2017
AppleCare Representative
Troubleshoot iOS devices & Locate Apple retail and authorized service centers
Assist in configuring both iPhone and iPad
Xerox
September 2016 - November 2016
Customer Care Representative
Contract: Verizon Wireless
Provide service and support for Verizon Wireless
Troubleshoot cellular phones and devices
Pearson eCollege
September 2013 – March 2016
Tier 3 Help Desk Technician
Formally responded to customer contacts and inquiries via phone, email or online chat.
Acted in flexible manner to support Tier 1 and Tier 2 inquiries
Meet individual quality service goals while appropriately prioritizing workload
Convergys Corporation
December 2011 – August 2013
Customer Service & Problem Resolution Representative
Assisting customers with USPS tracking of packages; completing a change of address, filing complaints and inquiries regarding USPS locations, hours, and phone numbers
Argus Event Staffing, LLC
October 2008 – November 2010
Guest Relations / Security
Utilized diplomatic communication skills and professional attitude while directing patrons attending events to all venues
Conducted patron searches
Setup barricade equipment to control crowd activities including evacuation scenarios
Developed the skill to take control of difficult situations
DIRECTV
September 2007 – October 2008
Technical Support Account Supervisor
Managed technical support desk with high call volume
Provided effective and timely resolution of customer issues in the areas of TV programming, technical issues, equipment/programming upgrades, and billing inquiries
Target
March 2005 – July 2007
Sales Floor Team Lead
Coach and evaluate team members in a fast, fun and friendly environment
EDUCATION
University of Phoenix - Lone Tree, CO Sept. 2000 – Aug. 2001, Computer Networking
Colorado Technical University - Greenwood Village, CO, Aug 1998 – April 2000 Computer Information Tech
Arapahoe Community College - Littleton, CO Sept. 1996- June 1998, Restaurant Arts
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