**** ******* ***** • TAMPA, FL *****

o5gmgd@r.postjobfree.com

ALEXANDER INNOCENT

OBJECTIVE

To obtain an IT or call center position.

EDUCATION

A.S. Degree in Computer Network Technology

Remington College, Tampa

Graduation: November 2008

SKILLS

PC Configuration

Hardware Troubleshooting

Software Troubleshooting

Customer Service

DOS, Windows 9x, 2000, 2003, XP, Vista, 7

Troubleshoot a LAN & WAN

MS Outlook, Lotus Notes

MS Word, Excel, Access

Data Entry

WORK EXPERIENCE

06/08 – 05/10 Steam Global Services Tampa, FL

Dell Helpdesk Agent

Assist customers with Dell-specific PCs hardware & Dell’s software

Provide exceptional customer experience to consumers

Dispatch required parts to solve hardware-related issues

Troubleshot operating systems, Windows 2000, Windows XP, Vista, 7, using a remote application.

Troubleshoot systems over phone with end users/onsite techs.

Troubleshot Optiplex, Latitude, Vostro, Precision Workstation, XPS, Studio (Studio XPS) systems.

Sold items for customers as solution of an issue, extend contracts, or sold onsite service for out of warranty systems.

Troubleshoot LAN/WAN issues with portables or desktops.

Took 20 - 30 calls a day on 8-hour days.

02/08 – 06/08 (Temporary Position through Siwel) Verizon Data Center Tampa, FL

Helpdesk Agent

Assist customers with PC, network, and application problems

Provide exceptional customer experience to consumers

Reset token PIN numbers to endusers

Escalate multi-users issues i.e. building unable to connect to Verizon’s internal network.

Remotely connected end users’ system to troubleshoot.

07/07- 02/08 (Temporary Position through Pomeroy) Verizon Data Center Tampa, FL

Helpdesk Agent

Assist customers with PC, network, and application problems

Provide exceptional customer experience to customers

Reset token PIN numbers to endusers

Escalate multi-users issues i.e. building unable to connect to Verizon’s internal network.

Remotely connected end users’ system to troubleshoot.

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