Customer Service Technical Support

Joseph M. Howell

Atlanta, Georgia ***** 678-***-**** *************@*****.***

IT SUPPORT PROFESSIONAL

Help Desk/Tech Support/Network Administrator

Quality-focused IT professional with 10 years of experience as Help Desk / Technical Support Specialist and software / hardware support specialist. Experienced and knowledgeable skills acquired within a Technical Support, Call Center, and Help Desk Support & Customer Support role. Works well independently, or in a group setting providing all facets of computer help desk support such as troubleshooting, installations, and maintenance

CORE COMPETENCIES

• Tier 1 & 2 Tech Support • Application Mgmt. • User Training/Support

• Windows: 95 thru Win 7 • Network Administration • Analysis/Troubleshooting

• Help Desk Optimization • System & Network Upgrades • Wireless/Bluetooth/Wi-Fi

PROFESSIONAL EXPERIENCE

Apex Systems, Atlanta, GA 2009-2011

Technical Support (Contractor)

Have done numerous temporary assignments for Apex Systems

IBM-C.G.S.-Lenovo, Atlanta, GA 2005-2008

Technical Support Specialist (Contractor)

Provided computer help desk support via telephone communications with end-users

Averaged over 150 Calls a day

Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists. Worked exclusive on IBM Think Pads in their U.S. based call center, and good knowledge of WIN 95/ 98/ ME/ 2000/ XP/ Vista /Win 7 and Ms Office have a solid understanding of PC hardware and software packages. Provide phone support for IBM ThinkPad mobile users (internal and external).

Assist customer with hardware configurations (Win OS, restores, reimaging, drivers, and firmware).

Input and document detail trouble tickets using Clarify/ICPM tracking systems.

Support of newly launched IBM ThinkPad technologies e.g. Rescue and recovery.

Hawk Communications, Atlanta, GA 2003-2005

Technical Support Specialist / Customer Service

Assisted Customers with Account setup

Assisted the customer with the setup configuration of the Internet Setup Software

Took customers information and setup their computer for the Internet Service

Explain the pricing structure and features of the service to the customers

Tried to assist the customer to decide based on their needs for the service plan available

Technical support

Answered Technical Questions for customers

Compaq/HP Corporation, Atlanta, GA 2000-2003

Technical Support Specialist

Managed getting customers account information registered inA.D.S.L.Database

Working knowledge of the C.R.M.(Version 11i)and pulled up the customer accounts;

Made service request and post customer notes in the accounts

Ensured Customer Phone Lines had been provisioned for the A.D.S.L. service using all the tools and Equipment provided by Bellsouth, Compaq, and D.S.G (Digital Subscriber Group).

Built their Dial-Up Connections for the A. D. S. L. connection

Configured their DNS Numbers into the Dialer

Configured the Network settings or Connectivity

Loaded the drivers for all the A. D. S. L. Modems

Assisted Installer [B. S. T., B.C.S., Eco-Comp] on Small Business installs with any issues they may have and to conference in D.S.G. when they are needed to resolve no sync issues or line problems.

Helped Customers who called in it problems installing their Modems, Cayman Routers.

Configured and set Up their Cayman routers with Static IP Addresses

Also able to troubleshoot, Repair, & Configure Customer A.D.S.L. and the E-mail settings through the Direct Live feature now provided by Bellsouth A.D.S.L. Technical Support Dept..

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HIGHLIGHTED CAREER ACHIEVEMENTS

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Customer Service –

Logging/organizing incoming calls from customers and field techs

Handling follow-up calls to customers to ensure incident closure

Application Development - Recording & Collecting Data

Network Administration – Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists. Worked exclusive on IBM Think Pads in their U.S. based call center, and good knowledge of WIN 95/ 98/ ME/ 2000/ XP/ Vista /Win 7 and Ms Office have a solid understanding of PC hardware and software packages.

System/Network Upgrades – Provide phone support for IBM ThinkPad mobile users (internal and external).

* Support of newly launched IBM ThinkPad technologies e.g. Rescue and recovery.

* Assist customers with hardware installation/troubleshooting (memory, hard drives, CD-Rom, etc).

EDUCATION

Diploma: Networking Technology- Advanced Career Training 2000

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