Customer Service Information Technology
Resume:
CRAIG PENDERGRASS
***** ********* ***** **********, ** 92596
+1-619-***-**** # ***********@*******.*** #
Summary
Extensive experience in the field of Information Technology and Telecommunications. Solid project management experience, data analysis and manipulation and excellent staff training abilities. Focused team player with great interpersonal skills, problem solving abilities and strong work ethic. Highly motivated employee with desire to take on new challenges. Adept at working effectively unsupervised and quickly mastering new skills.
Skill Highlights
● Network Configuration
● Technology Planning
● User Training
● Helpdesk Administration
● Data Management
● Maintenance & Repair
● Training & Development
● Software Deployment
● Problem Resolution
● Organizational Skills
● Customer Service
● Critical Thinking
● Cybersecurity
Experience
Network Media Support Technician/Integrated Technology Support Specialist – 12/2009 to Current San Diego Unified School District, San Diego
● Assist in coordinating the implementation and maintenance of a Local Area Network system
(LAN).
● Install workstation hardware and related equipment
● Troubleshoot and isolate problems of microcomputers and printers and determine if problem is related to hardware, software, or connection
● Provide initial technical support services through remote, phone and/or in person to end users with issues regarding software, hardware, and networks; analyze and provide solutions to complex and routine problems
● Evaluated benefits for each caller to determine service needs and address concerns
● Created new accounts, reset passwords, and configured access to servers and file management software for users
● Maintained records, logs, and lifecycle documentation of work requests
● Researched issues on various computer systems and databases to determine resolutions to problems and answer inquires
● Devised incisive workarounds and resolutions for IT-related problems
● Scheduled ongoing performance quality assurance checks for software applications and automated performance test scripts
Customer Service Technician – 12/2008-12/2009
Hitachi Software, Chula Vista
● Assisted customers with technical issues with Starboard software
● Tested new Starboard software and hardware
● Documented customer installation and upgrade procedures to maintain organizational records
● Offered custom troubleshooting to assist problem resolution and restore service levels
● Issued product and service recommendations according to specified queries
● Processed equipment and service order payments after completing troubleshooting and deployment stages.
● Maintained hardware inventory accessibility to fulfill common requests for service.
● Engaged in conversation with customers to understand needs, resolve issues and answer product questions
● Promoted available products and services to customers during service, account management and order calls
● Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
● Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support
● Exceeded established service goals while leveraging customer service, sales, and employee management best practices
● Utilized job-related software to prepare change of address records and issue service discontinuance orders
Information Systems Technician – 12/2007-12/2008
Neighborhood House Association, San Diego
● Installed upgraded customer network equipment for over 200 work centers resulting in improved work productivity
● Provided excellent customer service; received several commendations from several customers, supervisors, and managers
● Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis
● Managed user profiles, security access and shared file structures
● Troubleshoot daily IT desktop client issues, supporting multiple departments and various offices
● Trained new employees on support processes, procedures, and knowledge base
● Completed installation, configuration and patching of hardware and software for users
● Delivered on-site technical support following software implementation and worked with managers to suggest product upgrades and changes
● Diligently followed up with customers about existing orders, informing on status, and responding to questions
● Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements
● Assessed customer bug reports and enhancement requests and prioritized development to streamline response
● Devised automation, backup, and recovery protocols to preserve and safeguard data
● Executed scripts to communicate with back-end servers and provide real-time updates
● Analyzed equipment performance records to determine need for repair or replacement
● Performed data backups and disaster recovery operations
● Provided effective resolutions to issues and escalated problems with knowledgeable support and quality service
● Installed security software to protect networks
● Configured, monitored, and maintained email applications or virus protection software Video Technical Support Representative – 12/2006-12/2007 Cox Communications, San Diego
● Met customer expectations by installing internet services in a timely fashion, resulting in exceeding customer service measurement
● Assisted customers in obtaining upgraded cable equipment and services; giving the company increased revenue
● Handled customer service issues by providing guidance or escalating for advanced support
● Assisted customers with various types of technical issues via email, live chat, and telephone
● Served as first point of contact for incoming technical service calls and emails
● Walked customers through common phone hardware and software configurations to maximize service functionality
● Demonstrated advanced product knowledge to solve customer issues
● Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools
● Troubleshoot hardware issues and worked with service providers
● Assisted customer in understanding products, components and systems using technical demonstration
● Developed and maintained strong relations with customers to meet quality expectations.
● Documented customer complaints and inquires for use in technical documentation and bug tracking
● Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements
Information Systems Technician – 12/1986-12/2006
United States Navy RETIRED, San Diego
● Operated and maintained the Navy’s global satellite telecommunications systems, mainframe computers and LAN/Wan systems, which are essential for effective and critical naval communications
● Wrote programs on how to properly handle the collection and manipulation of data for system analyzing; received Navy Commendation Medal
● Designed and implemented new training program which helped increase professional advancement by 25%
● Kept customers informed about issue resolution progress and provided updated estimate times of resolution on ongoing basis
● Managed user profiles, security access and shared file structures
● Troubleshoot daily IT desktop client issues, supporting multiple departments and various locations
● Trained new employees on support processes, procedures, and knowledge base
● Completed installation, configuration, and patching of hardware
● Delivered on-stie technical support following software implementation and worked with managers to suggest product upgrades and changes
● Diligently followed up with customers about existing orders, informing on status, and responding to questions
● Developed online documentation for common processes for both support staff and end-users
● Reviewed support cases for technical and troubleshooting accuracy and identified need proves improvement
● Assessed customer bug reports and enhancement requests and prioritized development to streamline response
● Authored and distributed training manuals for handheld computers and devices used by staff
● Devised automation, backup, and recovery protocols to preserve and safeguard data
● Diagnosed, troubleshoot, and resolved hardware and system problems
● Performed data backup and disaster recovery operations
● Monitored network performance to determine adjustments needed
● Conferred with network users about solutions to existing system problems
● Installed security software to protect networks
● Configured, monitored, and maintained email applications or virus protection software
● Designed, configured, and tested computer hardware and operating system software
● Analyzed intricate server issues and supported large enterprise and business-critical applications Education
Bachelor of Science: Information Technology-Information Systems Security - 2012 AT&T Government Solutions Inc., CA
Associate of Science: Information Technology-Network Systems - 2010 ITT Technical Institute, CA
Certifications
● Integrated Shipboard Network Systems Administrator, 2003
● Windows Server/Exchange Server, 2006
References
Angelica Ratliff
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