Sales Customer Service
Resume:
Lorenzo Ross
Richmond V.A. 23235
*************@*****.***
Objective:
To obtain a position as a Desktop Support Specialist to help the company meet their goals.
Education:
A+ Certification Pt. A The Essentials
Bryant and Stratton College Richmond, Virginia 4.0 g.p.a.
Associates of Applied Science Information Technology April 2008
Related Courses:
Hardware 101 INFT 101
Microsoft Windows Operating Systems INFT 100
Microsoft Windows Desktop Support/ INFT 130
Microsoft Windows Server Operating systems/ Network Security INFT 242
Skills: Desktop Support, Tech Support, Customer Service, Diagnosing, Uninstalling, Upgrading, Updating, Troubleshooting, Installing, Imaging and configuring computer hardware, software, and computer networks. Ticket managing. Microsoft Windows XP, Vista, and 7 Operating Systems
Employment:
• Kelly Temp. Services (WellPoint Web Support-Tech Support 01/01/12- present)
o Providing level 1 Desktop Tech Support
o Taking phone calls and assisting customers with navigating Anthems website
o Logging call records and creating work tickets using SC Form and HP Center
o Verifying and Resetting members passwords using C.A.D. and mainframes
o Assisting members with their online medical plan questions and ticketing
o Ticket managing and reporting all phone calls through the system
o Helping customers log in, reset passwords, and register on Anthems website
• Peak Temp. Systems (PC Support 01/01/11- 01/01/2012)
o Refreshing and imaging desktop and laptop computers
o Installing new I.P. Addresses for the network printers
o Diagnosing Hewlett Packard printer components and device levels by printing a configuration test
o Troubleshooting newly installed transfer belt and toner ink cartridges.
o Imaging laptop data from the network server and completing the image checklist
o Running scripts on the users computers and migrating data
o Upgrading, installing, configuring and updating the imaged laptop applications
o Manually install I.P. Addresses, Subnet Mask, and Gateways on network printers
• Apex Temp Services (PC Support 01/01/10- 1/1/2012 )
o Uninstall old IBM Components and devices and install upgraded
o Upgrade and update newly installed IBM components and devices
o Backup IBM Servers, components and devices Clean and wipe out old IBM servers and computers hard drives and data
o Refreshing and imaging desktop and laptop computers
o Installing new I.P. Addresses for the network printers
o Diagnosing Hewlett Packard printer components and device levels by printing a configuration test
o Troubleshooting newly installed transfer belt and toner ink cartridges.
• Tek Temp. Systems 08/2008- 10/2008 ( PC Support)
o Tracking computer assets using R-F-I-D Technology devices and asset tag bar codes.
o Updating online website databases with asset inventory information such as asset name, serial number, location and asset usage.
o Configuring the users printer as the default printer
o Training the users on the new log in using their user name and password
• Commonwealth of V.A. Girl scouts 01/2008-03/2008 (Internship)
o Diagnose, upgrade, troubleshoot, and install computer network devices
o Manage Active Directory accounts, users, and groups in the Domain controller
o Administer Network Security, authentication policies, updates, and patches
o Acknowledging, greeting, and assisting all customers in a positive and friendly manner.
• Macys 10/2006-Present Sales Associate
o Building sales and helping customers with all their needs. Maintaining product knowledge
o Greeting and acknowledging customers in my department
o Assisting customers with finding products and merchandise
o Maintaining the cleanliness of the sales floor. Providing product knowledge to customers. Yearly inventory products. Communicating with other associates and managers keeping customers up to date with sales, ads, and promotions. Using R-F-I-D asset inventory devices.
o Handling customer complaints and concerns. Communicating customer request to managers
o Setting up displays on the sales floor and promoting sales events
o Maintaining my area and keeping the department clean
o Opening Macys credit card accounts
• Accomplishments
o 2009 Macys M.A.G.I.C. Seller
o 2008 4.0 G.P.A. Graduated Cum De Lauda
o 2012 Scored 93% on WellPoint Utilization score chart.
o 2012 Scored 97% on WellPoint call monitoring score report
• Clubs and Associations
o V.P. Computer Club Bryant and Stratton College
o F.F.C. Information Technology Department
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