Technical Support Specialist Resume

Title
Technical Support Specialist

Primary Skills
Support Specialist, Computer Repair Technician, Sales Engineer, Call Center Support

Location
US-AZ-Tempe (will consider relocating)

Posted
Feb-12-09


TECHNICAL SUPPORT SPECIALIST

Exceptionally skilled in hardware/software upgrades, maintenance and repair, including network administration and performance tuning. Integrates business requirements with the latest technologies to deliver innovative and cost-effective solutions. Strong team leadership skills; always insists on customer satisfaction being Priority #1. Highly organized with an ability to manage multiple projects, tasks and priorities effectively and in a timely manner. Core competencies include:

* Total Customer Focus * Superb Communicator * Team Building
* Call Center Support * Fast Learner * Tireless Work Ethic
* Detail Oriented * Adaptable Problem Solver * Excellent People Skills

CERTIFICATIONS

CompTIA A+ (ID No. COMP10473926)

COMPUTER SKILLS

Software Applications Used: Customer Relationship Management (CRM) software such as Clarify, Oracle's Seibel, Goldmine and Act!; Internet Explorer and Firefox; Microsoft Office (Word, Excel, Outlook, Access, PowerPoint), Visio, Project

Platforms / Operating Systems: Windows, Mac, UNIX, Linux

Hardware: Various PC-compatibles, including IBM, Dell, HP and Compaq

Networking: TCP/IP, DHCP, LAN, WAN, VPN

PROFESSIONAL EXPERIENCE

VOLT INFORMATION SERVICES, Tempe, Arizona 2007 - 2008
Technical Service Representative

Provided expert technical support to customers on hardware/software installation, operation, troubleshooting and maintenance.
Directly supported the critical AT&T and AT&T Southeast accounts, including resolving all DSL connectivity issues.
Performed support in an inbound call center environment; acted as a liaison between various departments and customers; oversaw resolution processes.
Mentored apprentice technicians with an emphasis on feedback and positive motivation; coached assigned personnel in how to handle customers with "soft skills."
Utilized state-of-the-art line statistics tools for measurement of line performance, including all aspects of diagnostics and troubleshooting.
Excelled in customer satisfaction feedback surveys; tape recordings of interactions with customers were used in training sessions as sterling examples of customer service best practices.
Technical environment: TCP/IP communications; Networking setup; Router settings; Windows navigation; system settings; and DOS commands.

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JOHN BRADLEY MORRISS Page Two

PROFESSIONAL EXPERIENCE
(continued)

MORRISS COMPUTER REPAIR SERVICES, Phoenix, Arizona 2006 - 2007
Owner & Operator

Tested and repaired electronic and computer products, including HP, Dell, IBM and various PC-compatible computers.

CHOICE HOTELS, Phoenix, Arizona 2004 - 2005
Technical Service Representative

Provided technical issue support in an inbound call center environment with a focus on resolutions for Internet connectivity; served as the Subject Matter Expert for the proprietary booking system for the entire Choice Hotel chain.

CDI CORP., Phoenix, Arizona 4/2004 - 11/2004
Support Technician

Provided on-site support for Tri-West Healthcare Alliance; troubleshot, repaired and upgraded desktop & laptop computers and printers.

SUPER-COMPUTER.COM, Tempe, Arizona 2002 - 2004
Owner / Operator

Performed computer repairs and upgrades for home and small office users; installed computer and peripheral upgrades, including data backup and recovery services.

ROBERT HALF TECHNOLOGY, Phoenix, Arizona 2002 - 2003
Support Technician

Provided on-site hardware and operating systems support; resolved all network connectivity issues.

ALLSTAFF SERVICES (formerly B&B Employment), Phoenix, Arizona 2001 - 2002
Support Technician

Oversaw computer and telephone functionality; installed and supported Windows and Office applications; proactively maintained network and mainframe client connectivity.

SELECT STAFFING (formerly Ablest Technology), Phoenix, Arizona 5/2001 - 9/2001
Support Technician

Provided on-site support for American Express; resolved trouble tickets according to Service Level Agreements (SLAs).
Awarded "Highest Rating" for customer service and satisfaction, based on user feedback.

GLOBAL CROSSING, Phoenix, Arizona 1999 - 2001
Sales Engineer

Provided pre-sales technical support for network and telecom connections; collaborated with the sales team to provide pricing for circuit quotes.

MICROAGE COMPUTERS, Tempe, Arizona 1989 - 1999
Senior Field Systems Engineer

Provided computer and server support for MicroAge and its clients; fulfilled requests for moves, adds and changes; resolved trouble tickets according to SLAs.
Managed and motivated 8-10 field and in-house computer technicians.

Certifications
See above


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