Customer Service Technical Support

Bernard Ashton Jr

Phone: 240-***-****

E-Mail: ***************@*****.***

Summary

Technical Customer Service Specialist with a vast knowledge of web applications, software and framework seeking to assist clients in all troubleshooting endeavors.

Highlights

Complex technical information

Excellent interpersonal skills

Excellent written and verbal communication skills

Previous technical support experience

Strong customer focus

Superior troubleshooting skills

Works well in a team environment

Experience

October 2010 to March 2012

Comcast Largo, Maryland

IP Phone Support Technician

Answered customers' questions about products, prices, availability, product uses, and credit terms.

Provided high level and in depth technical support by resolving inquiries by phone in a manner and time frame consistent with department and team service levels and goals.

Emphasized product features based on analyses of customers' needs, and on technical knowledge of product capabilities and limitations

Collaborate with colleagues to exchange information such as selling strategies and marketing information.

August 2010 to February 2011

Staples Waldorf, Maryland

EasyTech Expert

Installed and performed minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.

Continued internal education, training and certifications to stay ahead of an evolving financial industry landscape, learned new product releases, and increased value to the company and the client base.

Owned and addressed client needs and product issues from inception to resolution.

Sold and recommended computer products and services.

November 2007 to June 2008

College of Southern Maryland La Plata, Maryland

Help Desk Technician

Provided high level and in depth technical support by resolving inquiries by phone, e-mail and in-person, in a manner and time frame consistent with department and team service levels and goals.

Troubleshot PCs; hardware, software, monitors, printers, peripherals, projectors, smart podiums.

Data transfers and backups, virus removals, hardware repairs, software removals and installations.

Assisted networked end-users with little to no supervision in a timely manner.

Installed, configured and supported Windows on laptops and desktops.

Supported end users extensively with MS Office Suite.

Experience with ghosting new and corrupted machines.

Maintained detailed documentation through logging of support cases, e-mail and knowledge base articles for client and internal use.

Interpreted and validated technical issues, test solutions, follow-up and escalate when necessary.

Worked on projects, which provided value to the department, the company, and the client base.

September 2004 to April 2006

Best Buy Waldorf, Maryland

Computer Sales Associate

Sold and recommended computer products by emphasizing product features based on analyses of customers' needs, and on technical knowledge of product capabilities and limitations.

Continued internal education, training and certifications to stay ahead, learned new product releases, and increased value to the company and the client base

Collaborate with colleagues to exchange information such as selling strategies and marketing information.

Education

2014 University of Phoenix Phoenix, Arizona

Bachelor of Science IT Information Services Technology

Completed Microsoft Office training

4.0 GPA

Coursework in Information Technology and Computer Applications

Professional Affiliations

Mike Baione 301-***-**** College of Southern Maryland Help Desk Supervisor

Kevin Cumberland 301-***-**** College of Southern Maryland Lead Tech Specialist

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