Customer Service Software

Robert M. Jones

***** ****** ***** ****

Katy, Texas 77449

(713) 806 – 7465

Talented, results-driven IT professional with versatile, cross-platform experience in systems/network installation, implementation, integration, security, and administration in local and remote environments for diverse client industries (education, government, transportation, energy and small business) seeking a Help Desk/Desktop support position. Motivated team player. A focus on customer relationships and customer satisfaction.

AREAS OF STRENGTH

• Customer Service

• Computer Hardware Troubleshooting

• Computer Software Troubleshooting

• Computer Hardware devices

• Client Services

• Product Knowledge

PROFESSIONAL EXPERIENCE

Independent Contracts December 2008 – Present

Provided support for local private customers. Contracts varied from memory upgrades, antivirus installation, network printer setup, various hardware installation, and software installations.

Supported operating systems:

Windows 2000

Windows XP

Supported applications:

Microsoft Office Professional 2003, 2007

Norton Antivirus

Extreme Technologies – Houston, Tx April 2007 – November 2008

Litton Loan Servicing

Help Desk Specialist

Provided Technical phone support and remote assistance to over 2,000 user’s in Houston, Atlanta, and Dallas.

Responsible for Network account maintenance (account unlocks, permissions within active directory)

Responsible for account creation and maintenance in Active Directory, Citrix, Radar Gold, LSAMS (AS400)

Maintained printers on print server (add printers, remove printers, updated printer drivers)

Provided troubleshooting for user software and hardware issues.

Supported operating systems:

Windows 2000

Windows XP

Supported applications:

Microsoft Office Professional 2003, 2007 (Excel, Access, Outlook, PowerPoint, Word)

LSAMS (AS400)

Radar Gold (Customer account/loan software)

Car Forms (software for check images)

Kronos (timekeeper software)

Snag It (Screen capture software)

Ticketing Software:

Unicenter

Altiris

Software Utilities:

DameWare (Helpdesk remote access utility)

RDP (Remote Desktop Utility)

Scan pst (repair .pst files)

Active Directory (network account maintenance)

Citrix Active Directory (Citrix account maintenance)

Radar Gold (authorized account maintenance)

LSAMS Dashboard (LSAMS AS400 account maintenance)

PROFESSIONAL EXPERIENCE

Tek Systems - Houston, Texas 2004-2007

Technical Support/ Migration Technician

Provided technical support for the production division

Developed and installed operating systems

Responsible for the repair and maintenance of printers, monitors, scanners and hardware

Provided assistance at the in-house helpdesk providing technical support by phone and in person to the facilities staff

Responsible for loading new software and systems on existing equipment

Tested systems to ensure the elimination of bugs or viruses

Responsible for performing troubleshooting activities prior to the implementation of new systems

Customers

• CCG

• Liberty Mutual

• Lifetime Fitness

• Cingular

• Global Data Systems

• Wilson - Elser

• Oxy Inc.

• Sodexho

• Men’s Warehouse

• Siemens

• Broadcom

• Citi

Services Provided

• Desktop Support

• Helpdesk

• Computer set up

• Computer and server migration to Windows XP

• Server hardware and software upgrades

• Server setup

• Memory upgrade and installation

• Software upgrades and installation

• Pilot projects

• Computer maintenance

• Workstation hardware and software upgrades

• Custom Cabling for servers and workstations

• PC removal

• Complete inventories

• Hardware/ Software troubleshooting

MicroCenter - Houston, Texas 2002 - 2003

Customer Service Representative

• Create and maintain computer work orders

• Provide one-on-one service to customer

• Return and sale store merchandise

• Hardware/ software troubleshooting

• Product Knowledge/ location

EDUCATION

HCC-Northwest (2010-Current)

Business – Human Resource Management

Degree Courses Studied

• Principles of Management

• Supervision

• Human Relations

• Intro to Business

• Workforce Development

• Human Resource Training and Development

• Accounting Principals

• Small Business Management

• Managing Human Resources

• Labor Relations

C-Trec Computer Training - Houston, Texas

Courses Studied

• Windows NT Enterprise Server

• TCP/IP

• Exchange Server

• Windows NT Admin

• Networking Essentials

• NT Core Tech

• A+ program

ITT-Technical Institute - Houston, Texas 2001-2004

Multimedia Degree program

• Course studies include

• 3D Studio Max

• Flash

• Adobe Premier

• Visual Basic

• Adobe Photoshop

• HTML

• Preparing storyboards and proposals for all projects

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