Customer Service Engineer

[*** Country Club Drive], [Clarksville, Tennessee 37043] [931-***-****] [*************@*****.***], •

Latoya Matthews

Objective

A determined to be successfulNetwork Support Administrator that is

motivated, fast-learner, and strong-minded that is applying for a position in the technology and the customer service field

Professional Accomplishments

[Clarksville-Montgomery County School System (Internship)]

[Clarksville, TN 37040]

[Network Support Administrative Engineer][May 2009][July 2009]

Answering inbound calls and email work-orders from teachers at the local school system about technical problems with computers and computer hardware issues/ As a computer technician I would report to that school to use the knowledge and tools to repair the problem

All local computers would need to be updated with the latest computer software/I would install and download all updates to that computer. Making sure all other computer software and programs were up- to -date

Checking all servers and networks to be sure they are running properly and have the latest password and login I.D.s

• Providing accurate technical support for hard drives, SCSI devices, printers, scanners, video cards, and sound cards

[Convergys] [Clarksville, TN 37042] [Customer Service Representative] [May/2006] [November/2006]

Answering inbound calls of customers with problems with their cellular phones/I would answer the call and apologize about the inconvenience and assure that we will take care of the problem

The customers states the problem they have been having example if the phone doesn’t ring or cannot hear the other party/I go in and research whether the phone need to be replaced or needed a master reset. I would try the master reset if that did not take care of the problem I would cold- transfer the call to the right department, once the customer service rep picked up the line I would make the rep aware of the customer’s name and issue with the cellular phone, I go back to the customer and make aware I did talk to the rep about the issue and state his name to the customer and conference the customer into the call, after I know the customer and rep are connected that’s when I make sure if there is anything else I could do for the customer and if the customer says that will be all that’s when I drop the call and note the account

After each call it is mandatory to note each and every account/When the customers issue has been resolved or have been transferred to the correct department I had to end the call and notate the account on what happened during that call and what actions were done to that account

[Papa John’s Pizza] [Clarksville, TN 37040] [Insider] [September/1997] [June/1998]

Answer incoming calls of customers wanting a pizza/Answer the phone, greet the customer and take the order of ingredients they want on their pizza, give the total of the pizza and acknowledge the customer on about how long the pizza might be before it arrives at their residence

Cleaning the inside store/responsibilities were to do dishes, fold boxes, and mop and sweep and the end of each shift

Special Skills

Great customer service skills and computers software knowledge

Education

[Draughons Junior College][July 20, 2009] [Network Support Administrative Engineer, Associate of Science]

References

References are available on request.

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