Technical Support Specialist with Multiplatform Expertise

Steven R. Kwartin

* ******** ****

Browns Mills, NJ 08015

Email: *******@*****.***

Objective

To secure a position utilizing my skills in technology in a fast-paced, challenging environment.

Computer Skills

Windows 9.x

Windows NT

Windows ME

Windows 2000

Windows XP

Windows Vista

Windows 7

Windows Server 2003

MS Office

MS Outlook

Experience

Festo Didactic, Eatontown NJ February 2013-Present

Technical Support

Assisted customers calling into call center for technical support

Prepared documentation for our support database

Troubleshot network issues with customers

Worked with customers to correct network permissions issues

Supported over 50,000 products in the catalog

Supported customer using robots and CNC equipment

Functioned as part of a “Thinktank” to assist with difficult issues

Traveled with local dealers to perform “onsite support”

Tekmark Global Solutions, Redbank NJ May 2012 – February 2013

Tier 2 Support Agent

First member of Redbox Instant Tier Support team

Assisted in writing training documentation and procedures for a new Tier 2 Support Team

Troubleshot Android, iOS, Xbox, Samsung Smart HUB devices and streaming technology

Assisted in the hiring process and building of the Tier 2 Support team

Performed daily and weekly tests for Marketing purposes on numerous mobile devices and platforms

Dealt with Microsoft Operating Systems from XP through Windows 8 and various Mac OS

Supported multiple browsers (IE, Chrome, Firefox, Safari)

Troubleshot issues with Microsoft Silverlight

Dealt with incoming tickets via chats and emails

Worked with 3 different ticketing systems(RightNow, AR2, and Request Tracker)

Used VPN to gain access to Verizon's network and report bugs within the Redbox Instant application or individual assets.

Sam's Club, Freehold NJ March 2008-August 2013

Electronic Sales Associate & Wireless

Assisted customers with HD Television sales

Answered customers questions regarding HD

Handled multiple customers in multiple areas at same time

Dealt with the return of items sold in the Electronic Department

Sold MP3 players, computers, printers, stereos, Blu-Ray players

Helped train new associates

Merchandised entire Electronic Department

LabVolt Systems, Inc., Farmingdale, NJ

February 2004 – December 2009

Technical Support

Assisted customers calling into call center for technical support

Prepared documentation for our support database

Troubleshot network issues with customers

Worked with customers to correct network permissions issues

Supported over 50,000 products in the catalog

Supported customer using robots and CNC equipment

Functioned as part of a “Thinktank” to assist with difficult issues

Traveled with local dealers to perform “onsite support”

Johnson & Johnson, NCS Raritan, NJ

September 2003 – November 2003

GDS 2.0 Deployment Team

Trained users on the new remote access software

Troubleshot laptops with configuration issues

Performed manual installations on laptops

Traveled to numerous cities to perform training

Handled phone calls on the GDS help desk

Assisted users with VPN issues

Worked as part of a “Thinktank” to resolve connectivity issues

Spectrotel Inc., Shrewsbury, NJ

August 2002 – January 2003

Provisioning Coordinator

Placed orders into Verizon’s GUI for local and regional phone service

Inserted orders into Global Crossings system for long distance phone service

Provided customer service to existing customers as needed

Coordinated orders with Verizon’s technicians to provide timely service

Arranged for Voice Mail boxes through Accessline for customer use

Converted customer over to a UNE-P platform of Verizon’s network

Verizon Wireless, Bedminster, NJ

October 2000 - January 2002

Wireless Data Technician

Supported of Verizon’s newest wireless technology: 1XRTT/3G Network, Short Message System (SMS) and CDPD customers nationwide at 2nd-teir level

Accessed Motorola and Lucent switches for IP resets for CDPD customers

Aided Verizon Wireless CDMA customers with Mobile Web issues

Utilized Remedy Ticketing System to create and follow up with customers issues

Provided Palm Pilot and Handspring Visor (PDA) support

Prepared training manuals covering CDMA, data capable cell phones for fellow technicians

Education

Brick Computer Science Institute, Brick, NJ

October 1994 – July 1997

Certificate in Data Processing Equipment and Repair

Dean’s Award for Academic Excellence

Ocean County College Toms River, NJ

September 1986 – June 1993

AA Degree in Liberal Arts

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