Customer Service Technical Support

Steven C. Opfermann

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

Richmond, ME 04357

Home: 207-***-****

******.*********@*****.***

SUMMARY

Over 30 years experience in researching technical problems with engineering department through database, knowledge and/or actual problem simulation. Responsible for technical support of company service technicians and customer self-maintenance accounts. Computer assembly and software set-up for machine control applications and facilitation of emergency shipping for overnight or same day delivery. Customer Care Representative/Help Desk experience diagnosing and resolving technical/customer inquiries. Proficient in Windows-based environments, MS Office applications, Internet and Linux. Positive resolutions of technician and customer problems through use of troubleshooting, problem solving, teaming and communication skills.

AREAS OF EXPERTISE: Collected frequently asked questions and wrote formal answers to ensure accuracy of responses and consistency with other Help Desk personnel. Built, maintained, and repaired computer systems. Edited documentation for installation and training manuals. Demonstrated high quality, results-driven, prompt, and professional customer service and support to instill confidence in technical advice and directions. Analyzed frequent problems and consulted with Training Coordinator in order to address problems. Actively tracked and followed up on trouble tickets. Reduced stress levels of customers by adopting a cooperative attitude and positive approach to every task and assignment. Connected remote sites to central network system to allow direct transfer of production data.

EXPERIENCE

Flextronics, Cooks Corner, ME

Technical Support, 2004 - 2010

Technical support for Verizon Wireless. Including but not limited to troubleshooting cell phones, wireless Internet devices, laptops and their corresponding network features. Supplying customers with solutions to better use their equipment by educating them how to use it and offering accessories and feature changes to save the customer money and/or to increase their ability to communicate with voice or data services.

Opex Corporation, Moorestown, NJ

Technical Support, 1998 - 2004

Gave technical support and troubleshoot problems over phone with company field technicians and customers. Also set up replacement computers and handled software/hardware upgrade

deployments.

Steven C. Opfermann

Resume

Page 2

Computer Run, Pitman, NJ

Computer Repair Tech, 1996 - 1999

Performed in-house/on-site setup/repair of computer systems, printers, and related equipment with sales/customer service.

Clem Neff Enterprises, Glassboro, NJ

Computer Repair/Electronic Parts Sales, 1984 - 1996

Service and repair of computers, printers and electronic parts, sales, and shipping.

Bell & Howell, Cherry Hill, NJ

1980 - 1986

Field Service and 3rd Party Repair. Performed routine maintenance on all types of computer equipment and printers. Performed software and mechanical upgrades. Performed depot repair of computer systems and related equipment by removing and replacing components or reconfiguring and restoring systems. Field service for high-speed microfilm recording cameras and microfilm printers.

TRAINING

DeVry Institute of Technology

1981

AC/DC Electronics and Digital Electronics - DeVry Institute of Technology, Correspondence courses through Bell & Howell Co. Cherry Hill, NJ, 1981 - 1981. Received certificate. Maintained 4.0 GPA

Opex Corporation, Moorestown, NJ

1998

Training for troubleshooting and service of all equipment, i.e. High-speed sorters for incoming and outgoing mail and check truncation equipment.

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