Manager Customer Service

ANTHONY R. PHILLIPS

**** ******** **. #****, *******, TX 77090

713-***-**** 281-***-**** ********@*******.***

SUMMARY OF QUALIFICATIONS

My overall objective is to obtain a good full-time position dealing with IT or Help-Desk Support for computer software, hardware, network, and other user applications. I have a very solid foundation when it comes to diagnostic and trouble-shooting skills dealing with Windows Operating systems and application support; which in-turn plays a vital role in my ability to quickly learn any unfamiliar trouble-shooting skills or utilities required to perform successfully in a fast pace IT technical environment. My greatest strength is my ability to utilize all of my available resources, which allows to me to effectively resolve any technical challenge that I might encounter both common and new.

CERTIFICATIONS

CompTIA A+ 2007 Edition

PROFESSIONAL EXPERIENCE

Verizon Wireless Houston, TX 2/2006 – Present Technical Support Coordinator

* I currently work as a Technical Support Coordinator at a Verizon Wireless inbound call center, providing tier 1-3 support for both the voice and data networks. I support customers by trouble-shooting and assisting with various models of cell phones, PDA’s, air cards, and provide basic support for Windows and Macintosh operating systems. I also provide stellar customer service for callers with concerns about their personal and business accounts; by helping our customers acquire the appropriate plans, features, equipment, and services that will best suit their needs.

* I am responsible for assisting end users with setup and configuration for POP3, IMAP, MS Exchange, Blackberry Internet Service, and Blackberry Enterprise Servers.

* I also assist consumers with installation and setup with various desktop applications, and I am well qualified to trouble shoot and repair any installation conflicts that may arise as a result of the process

Sears Roebuck Houston, TX 4/2004 – 2/2006 Sales Associate

* I worked as a commissioned Sales Associate in the Sears’ Home Improvement Department.

Texas Army National Guard La Marque, TX 8/1997 – 8/2003 91B10 Medical Specialist

* I provided medical aid and transport to the United States Armed Forces.

* I was also responsible for updating and maintaining various files and medical records.

* I was molded into a leader, due to a copious number of leadership classes and positions to achieve the necessary skills to pilot teams both large and small.

Convergys Corporation Houston, TX 7/2001 – 2/2003 Technical Support Representative

* I worked as an ISP and computer technical support representative receiving incoming calls.

* My every day support involved installation and setup for SBCGlobal, DSL, and dialup connections, configurations for dialup networking/network connections, TCP/IP, DHCP, DNS configurations, Client for Microsoft Networks, etc.

* I also became familiar with different utilities and commands such as: MSCONFIG, System Restore, safe mode, the Device Manager, System Defrag, the Recovery Console, Automated system Restore, ping, tracert, IPCONFIG, OS installation and upgrade, etc.

EDUCATION

University of Houston (University Park) Houston, TX 1/2001 – 10/2003

* Major: Business MIS

* Minor: International Studies

- 80% Completed

Gulf Coast Community College Panama City, FL 8/1998 – 5/2000

* Major: Pre-Computer Science Business Option

- AA Degree

TECHNICAL SKILLS

Software: MS Word, Excel, PowerPoint, Access, Outlook 2000-2007, Outlook Express , Windows Mail, Entourage, Virus and Firewall support, Internet Explorer, Mozilla Firefox, Netscape Navigator, Safari, Remedy Trouble Ticketing software, ACSS Account Management System, Mars, MTAS

Operating System: Support and installation for Windows 95-Vista, Macintosh OS 10.x (basic support and installation)

PDA/Smart phone Support: Windows Mobile OS, Palm OS, Blackberry OS, MS ActiveSync, Windows Mobile Device Center, Palm Desktop and HotSync Manager, Blackberry Desktop Manager, Pocket Mac for Blackberry, Wireless Sync Mail Client, Versa Mail for Palm, Blackberry Enterprise and Internet Service setup and configuration.

* I am familiar but not proficient with the following: Visual Basic and Java programming languages, Remote Assistance, Advanced Networking i.e. VPN and Switches, Active Directory, Advance trouble shooting Command Line Utilities (Cisco), and RAID Technology. However, I obtain adequate knowledge in each of these areas, which in-turn will allow me to quickly become and advanced user, with the proper guidance, training, and resources.

REFERENCES

* Jerry Fields 713-***-**** Verizon Wireless Supervisor

* Michael Skelton 832-***-**** Founder of Meeko Graphics

* Tresa Moore 713-***-**** Principal

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