Customer Service & Tech Support Specialist Ready for Remote Roles

DAVID L. HORSTMEYER

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

Sun City, AZ 85351

Cell: 623-***-****

************@*****.***

Objective:

I am looking to obtain a challenging Support position as a Customer Service Rep, applying creative problem solving in a team role creating an environment with optimal productivity and efficiency for a corporate environment.

Skills: Excellent Customer Service, Training, and Telephone support; Computer operations background, RDP, Application Troubleshooting, Workstation Setup, Repair, and Configure, Windows OS, Microsoft Office Professional

Experience:

September - 2021 -April 2025 Firman Power Equipment

Technical Support Specialist

•Handle a large volume of inbound calls with Customers looking for TS support for their portable generators

•Listen attentively, provide empathy, and overcome objections, resulting in an efficient TS procedure resulting in the portable generator up and running efficiently

•TS can also result in getting the correct parts needed to get the generator running again

•Follow all procedures and tasks as outlined in TS guidelines

April 2017 – October -2017 – 2021 Tree Rings, LLC

Senior Resource Coordinator

•Handle a large volume of inbound calls with Customers looking for Senior Living or Care

•Connect Families to their SLA ( Senior Living Advisor) with A Place For Mom

•Develop a relationship with Families Looking for Senior Living or Care

•Listen attentively provide empathy, overcome objections, and perform soft selling resulting in an efficient transfer of the Customer to their SLA

•Follow all procedures and tasks as outlined by the job description

May 2016 – Dec 2016 – Bell TechLogix Contractor – PfChang’s IT Support Desk

Help Desk Associate

•Reset passwords for authentication to RSA and Application Support

•Troubleshoot Internet connectivity for Web based Applications

•Diagnose issues with Store Support based on Hardware, Facilities, or Weather related failures, using known metrics to keep Stores open with Limited Application Server Access

•Assist in re-image hard disks for POS Menu Boards

•Monitor email tickets and respond to Customer requests

July 2011- April 2016 Scottsdale Healthcare; HonorHealth

Help Desk Technician, Service Desk Support Analyst

•Troubleshoot Internet connectivity for Web based Applications

•Provide support diagnostics for Internet connectivity about RSA Authentication

•Diagnose Wi-Fi connection issues to Campus Wi-Fi

•Reset passwords for authentication to RSA and Application Support

•Provide Teamwork and Support for Team members and Support Teams within the Organization

November 2009 – 2011 APEX Systems Inc.

Contractor, Help Desk Support Specialist, Apollo Group, University of Phoenix

•Troubleshoot Internet connectivity for Web based Applications for UoP

•Provide support diagnostics for Internet connectivity about Home PC/Laptop and Desktop PC’s

•Troubleshoot issues about classes and assignments for Students & Faculty

•Diagnose Wi-Fi connection issues to Campus Wi-Fi

•Reset passwords for authentication to Student and Faculty Portal

•Document and escalate Heat Incidents to 2nd Level Support if unable to complete FCR

•Provide Teamwork and Support for Team members and Support Teams within the Organization

March 2006 – Sept 2009 - Safeway Service Desk, Phoenix AZ

Desktop Specialist I – Safeway Service Desk

•Troubleshoot connectivity to a variety of Retail and Backstage applications

•Provide limited Remote connectivity to Retail PC’s diagnosing connectivity, and application issues; provide password authentication and reset as needed

•Trouble shooting connectivity issues as pertains to Home PC/laptop and Retail & Backstage/laptop for VPN connectivity to the Safeway Extranet

•Escalate SRS Tickets to the appropriate Dept/Analyst for further diagnosis of customer issues

December 1996 - March 2002 Agency Management Services, Inc. Windsor, CT

Help Desk/Technical Analyst

•Diagnosed TCP\IP Issues Relating to Custom Web Enabled Software for Printers & Ports

•Diagnosed & Assisted in loading Custom Software for AIX & PICK

•Supported Clients in Disaster Recovery of AIX OS and PICK DB Recovery

•Used WEBEX application on Customer PC’s for diagnosis of Custom Software

•Diagnosed, Configured, Ports on RS6000/PICK Server for Custom Software

1994-1996 (Summary)

Casual Corner Group, Enfield, CT: Help Desk Support

Financial Administrative Services, Haddam, CT: Computer Operator

Fenn Manufacturing, Newington, CT: Computer Operator

Education

Scottsdale Healthcare Certificates

•06/13/2014 - ITIL Foundation V3

•05/11/2012 – HDI Support Call Analyst

Certificates/Degrees

•Corporate Training Center, Division of Porter & Chester Inc. Enfield, CT

•MCSE Career Track (March-September 2003)

•Hartford Business Machines Technical Education Center, Glastonbury, CT

•Introduction to Novell Netware (September - 1995)

•Greater Hartford Community Technical College, Hartford, CT

Introduction to PC-MS DOS (August – 1995)

•Computer Processing Institute, East Hartford, CT

Diploma in Computer Operations (1988-1989)

•Asnuntuck Community Technical College Enfield, CT

Courseware in Data Processing and Accounting (1977-1979)

•Concordia College, Bronxville, NY

Contact this candidate