Customer Service Technical Support

Profile

Award-winning, talented IT Technical Support Specialist who can help your team reduce the number of Help Desk calls while increasing business productivity and overall customer satisfaction.

IT Skills

• Proficient in Windows XP and Windows 7

• Basic understanding of Mac OS X

• Familiar with Internet browser issues

• Understanding of E-mail – headers, spam, filtering and forwarding

• Working knowledge of Microsoft Office

• Knowledge of Microsoft Server Active Directory/Exchange – user accounts, authentication

• Ability to troubleshoot networking systems

• Experience with problem tracking and reporting tools

Education City College of San Francisco

Date of Completion - Open

Enrolled in the Computer Networking Information Technology (CNIT) Associate of Science Degree Program

Experience

Customer Service Representative 1

Line2, Inc. - 06/2011 to 07/2012

Matched customers with the right product solution for their business

or personal needs

Fielded inbound technical, billing & pre-sales support calls from

external customers

Tested application features, websites functions and escalated issues

to upper tier support as needed

Assisted users with the sign up process and configuring their

accounts

IT Technical Support Specialist

The Judicial Council of California - 04/1999 to 12/2009

Provided daily technical support to150 internal customers for simple to moderately complex software and hardware support issues. Reduced help desk calls by 20%.

Researched unfamiliar desktop support issues on the Internet. Actively updated and maintained internal knowledgebase.

Educated customers on enterprise computer policies and best practices which resulted in 60% less downtime for customers.

Tracked and took ownership of unresolved trouble tickets through their entire lifecycle until complete customer satisfaction was ensured. Referred more complex problems to tier III support engineers as needed.

Achievements

Awards

• Certificate of Appreciation (2006)

• Certificate of Appreciation (2007)

• Division Quarterly Award for Teamwork

• Certificate of Excellence

Certifications

• Novell Certified Network Engineer (CNE)

• Cisco Certified Network Associate (CCNA)

Professional

Skills

• Excellent verbal and written communications skills.

• Able to translate complex technical information to simple terminology for non-technical customers and staff.

• Possess outstanding analytical and troubleshooting skills.

• Effective in providing escalated support to tier II and tier III technology professionals.

Contact this candidate