Customer Service Technical Support

Karrie Reno **********@*****.***

*** ******** ***** #* *********, CA 95023 831-***-****

Qualifications Summary _____________________________________________________________________________________________

Skilled and dedicated Technical Customer relations representative with more than 15 years experience.

I am experienced with All PC platforms. I am skilled in most standard software, and all web browsers.

Develop and maintenance of database files for tracking and reporting. Skilled in Microsoft Office applications: Word, Excel, PowerPoint, Access, Outlook, including Acrobat, as well as Visio.

• Skilled in JD Edwards, Citrix, Webex, and Logmein, and Efax.

Skilled with automated office equipment. Adaptive and easily pick up new technology.

• Skilled in customer service and technical support operations including testing and reporting.

• Skilled in Technical writing and Tech Newsletters. I have a great phone presence and a professional manner.

• Strong oral and written skills. Preparation and design of handbooks, user manuals. I can create instructions on the fly for customers. I explain things to non computer skilled persons very patiently and in easy to understand level.

• An independent and self motivated professional with excellent research and writing skills.

Ability to build positive relationships with clients and colleagues at all organizational levels.

Professional Experience __________________________________________________________________________________________________

Technical Support III ~ Align Technology, Inc Santa Clara, CA Oct 2001-March 2009

• Maintained call history in JD Edwards, and assist with setting up and implementing ClinCheck software.

• Troubleshoot online technical issues. Connect remotely to Orthodontists/Dentists computers to assist with

software issues. I pinpointed conflicting software on the doctor’s computer.

• Utilize technical skills to solve customized problems for each doctor’s office.

• Technical Newsletter and updated Technical resolution for other technical support reps to utilize.

• Adhere to HIPPA regulations.

Accounting/Desktop Support ~ Santa Cruz Concrete Santa Cruz, CA Jan 2000-Feb 2005

• Installed QuickBooks Pro and entered in the first two years of the business financial ledgers for the company.

• Maintain financial records, and conducted maintenance on the company computers.

• Organized and maintained all files from vendors, filing and updating computer software, and all warranties.

Desktop Support ~ Natsteel Electronics Morgan Hill, CA February 2000-July 2000

• Desktop Support for internal Employees

• Created and removed domain accounts, reset passwords

• Trouble-shoot desktops, upgraded operating systems.

WAN Engineer ~ 3Com Corp. Santa Clara, CA Jan 1999-March 2001

• Maintained the Wide Area Network and monitored the Network operating center (NOC)

• Provided weekend Desktop support for internal employees

Desktop Support ~ Bell Sports, Inc. San Jose, CA April 1998-Nov 2001

• Supported internal Employees

• Evaluated, installed, and maintained the ticket tracking system for all trouble tickets.

• Senior Desktop Support.

• Conducted new employee technical orientations.

Desktop Support ~ Cisco Systems San Jose, CA Aug 1996-Sept 1997

• Effectively handled internal employee issues.

• Created and maintained company software standards for PCs, and removed, and created employee accounts.

Education

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Canterbury University Cheshire, UK 1998

• Doctorate of Science Sociology Canterbury University, UK – Distance learning.

Canterbury University Cheshire, UK 1995

• Masters Information Technology Canterbury University, UK – Distance learning.

Canterbury University Cheshire, UK 1994

• Bachelors – Counseling Canterbury University, UK – Distance learning.

Modesto Jr College Modesto, CA Sept 1981- Aug 1989

Majored in Psychology and also took computer courses

• Completed core courses and all units for my major.

• Experimental Psychology

• Conducted and concluded studies in APA format

• Tutored in computer courses

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