Richard C South

***** ****** **.

Spicewood Tx **669

f37kw6@r.postjobfree.com

SUMMARY

A Technical Analyst/Support Specialist with over 10 years experience supporting hardware and software for end users worldwide. Accustom to providing internal team lead functionality with a proven track record of effective case, personnel, and project management. A knowledgeable technician experienced in hardware, software and networks utilized in small office and corporate environments capable of handling direct escalations from directors and CEOs of large corporations. Able to resolve issues quickly in person as well as over the phone or in written correspondence.

EXPERIENCE

Dicks Sporting Goods, Pittsburgh, Pa:

IT Service Desk (October, 2010 to Present):

Support Hardware in over 400 Retail locations across the country including computer systems, networks, POS systems as well as software and operating systems.

Resolved issues in inbound phone queue as well as via email escalations.

Created tickets for tracking each issue effectively through the resolution of the problem with frequent updates.

Work with multiple groups to resolve as well as proactively prevent issues and ensure business runs smoothly.

Austin Radiological Association, Austin, TX:

Desktop Support Technician (May, 2009 to August, 2010):

Supported hardware and software on over 1000 systems in dozens of locations throughout a large medical company and multiple hospitals in Austin and surrounding area. As part of a small desktop support team handled internal calls on numerous hardware and software issues. Worked alongside the data center operations team and software developers, supporting networks across Cisco hardware, medical database software, windows operating systems, office software as well as any other software needed for business reasons.

Effectively took inbound calls through an internal queue environment as well as managing and resolving on site hardware and software issues.

Learned new applications and hardware types as business needs developed for them

Supported: Medical databases, imaging software, corporate networks, business office software, accounting software, desktop and notebook hardware, and peripherals including: Printers, scanners, barcode devices and more.

Took ownership of all issues and saw each through to completion regardless of scope.

CHARLES SCHWAB & CO. INC, Austin, TX:

Technical Support Representative (December, 2007 to May, 2009):

Worked as an inbound phone representative supporting Charles Schwab’s website, and advanced trading software. Responsibilities include standard operating system troubleshooting and browser and network maintenance.

Supported clients of varying technical capabilities resolving an array of system and software related issues.

Worked alongside members of other teams within the company to assist with issues out of scope.

Responded to escalated technical inquiries from internal and external clients.

Consistently highly productive, delivering exceptional customer satisfaction in a professional and friendly manner.

DELL INC, Round Rock, TX: March, 2005 – October, 2007

Technical Analyst (July, 2006 to October, 2007):

As an agent for Global Online Community, searched for customers active in blogging or participating in forums online about Dell. Crafted appropriate messaging to post on media visible sites, engaging in dialogues online on behalf of Dell. Part of a select few, piloted highly visible initiative to fruition working diligently with team to form best strategies for success. Helping develop measurements, guidelines and training materials for Dells first global online resolution team.

Chosen in competitive selection process as one of 8 specialists to initiate, launch and define Dells new Global Online Community. Established code of conduct rules for how Dell communicates online.

Identified key training needs for development of training materials and decks to educate employees for online conduct, helping Dell create transparency online.

Drove Online Community Outreach from a project to a full time team within Dell within a 6 month period of time.

Developed partnerships with the online technical community and Dell, creating an open dialogue between Dell and its customers.

Quickly identified key customer issues voiced online, bringing them directly to the correct department for fast and complete resolution within days.

Received 2nd Gold Star Award for excellence and achieving superior customer satisfaction.

DELL INC, Round Rock, TX:

Technical Specialist (May, 2006 to July, 2006):

In chat, assisted Dell technical and customer care agents from multiple sites with their escalations. Role was that of a virtual team lead providing coaching, outside the box thinking and general guidance for technicians just learning and becoming accustomed to handling difficult situations.

Volunteered to take on this role on top of previous roles responsibilities and impressed management to the point of making it permanent.

Received first of 2 coveted Gold Star Award for excellence and achieving superior customer satisfaction.

Manager Recognition Award from two different managers.

Shadowed several team leads and team managers to learn how to best perform similar role through a chat based environment.

DELL INC, Round Rock, TX:

Technical Specialist (January, 2006 to May, 2006):

In outbound, many of the cases handled were a more advanced and difficult than those coming in through the live queues. A steady amount of cases he handled were Michael Dell and Kevin Rollins letters. The Outbound experiences afforded him the opportunity to research cases and formulate plans of how to resolve and best handle issues before contacting each customer. In outbound, integrate strategy and pre-planning into the REC role.

Managed 30-40 cases at any given time.

Consistently lead department in performance numbers.

Received Customer Satisfaction award for going above and beyond to assist a customer.

Hosted and moderated a bi-weekly conference call between our escalation site and outsourced sites that escalated though us to see where outsourced sites could improve.

Handled executive escalations from high up executives within Dell including Michael Dell.

DELL INC, Round Rock, TX:

Technical Specialist (April, 2005 to January, 2006):

The Resolution Expert Center inbound phone queue is an escalation queue available for all Dell technical sites to escalate difficult issues and upset customers through. In this queue customers are often quite upset and need special attention and a technician who has excellent phone skills, especially de-escalation skills.

Lead department in performance based measurements for 9 consecutive weeks.

Often took escalations that others considered too difficult.

Assisted training de-escalation techniques and for new hire classes.

Took on additional skill sets to be able to support more sites.

Backed up team lead and honed personal and time management skills.

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