IAN HACK

**** *** ***** #*

Arnold, MO *****

Home: 636-***-****

d47hox@r.postjobfree.com

OBJECTIVE

Seeking to serve in a technical support role in supporting hotel guests around the world.

SUMMARY OF QUALIFICATIONS

10+ years of help desk call center experience

Able to work any hours required

10+ years of customer service experience

Extensive Wireless Internet support experience

SKILLS & EXPERIENCE

Customer Service

Extremely strong English verbal and written skills

Used to taking personal management of all issues until closure.

Used to having a flexible schedule to meet the demands of my employer and its clients

Excellent at working well independently in a team environment

Have used a wide variety of help desk ticketing systems in order to keep track of client documentation and issues, used to writing concise, informative tickets

Familiar with escalation procedures including triage

Technical

Extensive Experience troubleshooting wired and wireless network connectivity

Knowledge of wireless router and access point set up and troubleshooting

Knowledge of wireless security setup including WEP, WPA, and other types

Strong working knowledge of all Microsoft workstation operating systems

Strong break/fix and installation knowledge of desktop and laptop computers

Extensive experience with all versions of Microsoft Office.

Excellent at troubleshooting virus, malware and spyware infections

Experience troubleshooting stand alone and network printers

WORK EXPERIENCE

Help Desk Agent Mid America Telephone Systems St. Louis 9/2010 - Present

Help Desk Contractor Pace Staffing, Inc St. Louis 6/2010 - 7/2010

Help Desk Contractor Harte-Hanks St. Louis 1/2009 - 6/2010

Trouble Ticket Specialist Charter Communications St. Louis 3/2007 – 12/2008

Technical Support Agent Convergys Corporation St. Louis 5/2001 – 3/2007

Religions Program Spec. United States Navy San Diego,CA 8/1990 – 4/1994

TRAINING AND EDUCATION

Microsoft Managed Solutions training for all issues related to Energizer corporate environment, SBC DSL, Comcast Broadband, Comcast VOIP (Convergys), Basic Training and Advance Training (United States Navy), Trouble Ticket Management, Install training (Charter Communications), High School Diploma (University City High School)

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