Customer Service Sales
Resume:
Douglas N. Cook
**** ****** **. **********, ** 30039
*******@*****.***
http://blucu.be
COMPUTER Experience
and skills:
Experienced with various Microsoft business solutions such as Word, Excel, Front Page, Outlook, Lotus Notes, Navision (accounting and inventory), plus all versions of Windows operating systems, Linux, UNIX, Macintosh
Experienced in PC setup and installation, as well as various peripherals
Network experienced in TCP/IP, installation and configuration, DHCP and static IP addressing, scripting/automating of routine tasks
Experienced in Help Desk / End-user support for hardware, software and Windows operating systems
System Documentation, Inventory and SOP and policy creation
Internet browsers, FTP, Email,desktop communications (Radmin)
Limited COBOL, C++, Java, Visual Basic, HTML
Mainframe experience in an MVS environment
EMPLOYMENT:
8/2006 to 5/2011
Canvas Systems, Norcross, GA
Job Title: Intel Auditor/Asset Disposition
Run Dell Diagnostics on various Dell Power Edge Series Machines.
Test, repair, audit, configure, and reconfigure computer systems and software.
Remove parts and strip down various machines for resale
Follow up on hardware sales return orders to determine defective, broken, or missing parts
Work with Quality Control to ensure completion of work orders, verification of serial numbers, and logistics of shipping
Check off system orders to make sure all parts and devices are correct according to sales orders.
Responsible for assigning individual and group components to engineering daily assignments
Determine value of consignment shipments,sort as recyclable or resellable.
Provide peripheral support to IT dept.
Determine problem servers/desktops by diagnostic or internet research.
5/2006 to 8/2006 Chico’s, Winder, GA
Job Title: POS Tech Support
First contact of helpdesk issues in a call center supporting retail store POS equipment including cash registers, scanners, receipt printers and desktop PC through remote communications software (Radmin) and phone support
Input data into the Online Helpdesk system
Maintained effective results in a quota driven workplace
07/2003 to 5/2006 Superior Photocopy of Atlanta, Norcross, GA
(Laid Off) Job Title: Technical Support Technician
Responsible for in-house workstation, user, and network support
Maintained communications connections among in-house computers
Cook – Page 2
Responsible for installation and upgrades of PC’s and a variety of software, maintenance of user accounts and system tuning.
Troubleshoot, research, and resolve technical issues surrounding Windows98, MS Office, e-mail, Internet connections, and hardware/peripherals
1/2002 to 7/2003 John Deere Landscapes, Lawrenceville, GA
Took this position after being unemployed for several months. Was responsible for customer (consisting of both homeowner and landscape professional) support in sales of irrigation and landscape materials.
Addressed customer concerns, made product recommendations and assisted in product selection.
Determined cost and discounts, filled orders and promoted company services.
1999 to 1/2002 Compaq Computer Corporation, Alpharetta, GA
Job Title: Helpdesk Associate/Supervisor
Promoted to Helpdesk Associate Supervisor, supervising frontline phone support for Compaq’s Online Services
Assisted in the strategic development, testing and implementation of Compaq’s Online Services package, including cost-effective training and support solutions
Actively involved in the maintenance, troubleshooting and continued development of released software
Responsible for dial-up connectivity problem resolution; large volume e-mail and phone support.
Conducted technical “walk-thru’s” with customers to familiarize them with applications.
Developed and implemented customer service policies, procedures and computer-based training of new hires to the call center.
Assisted in configuration, upgrades and installation of new and existing PC hardware and software and peripherals.
Performed preventive network maintenance.
1996 to 1999 Compaq Computer Corporation, Alpharetta, GA
Job Title: Technical Assistant
Responsibilities included large call volume inbound customer support, accurately assessing customer needs and providing fast troubleshooting and problem resolution for dial up support.
Used tracking software to log, dispatch and track connectivity problems.
Responsible for detail-oriented LAN troubleshooting.
Provided “remote hands” problem resolution for higher support levels, as necessary
. Document all fixes in an in-house database,referenced for future fixes.
1989-1995 Crawford Long Hospital @ Emory
Job Title: Computer Operator
Responsibilities included running nightly “batch jobs”which updated billing,pharmaceutical,patient records in an MVS environment.Work flow was maintained using Unix commands and a priority system.
EDUCATION
2005– Certified A+ courses Hardware and OS.
Completed Net+ course – New Horizons Learning Ctr.
2003 Successfully completed 2517 Lanier Printer Certification Course
2000 Successfully completed Beginning and Intermediate Java
1995 – Successfully completed Intermediate and Advanced
UNIX – Emory University
Tucker High School graduate, Tucker, GA
REFERENCES AVAILABLE ON REQUEST
AVAILABILITY: Immediate
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