Resume of Technical Support Representative or Computer Customer Support

Title
Technical Support Representative or Computer Customer Support

Primary Skills
Computer and Networking Support Technician with over six years experience.

Location
US-CA-La Mesa

Posted
Apr-18-08

JOB OBJECTIVE
To secure a Technical Support position with a dynamic, fast paced organization offering opportunity for advancement and professional development.

SUMMARY OF QUALIFICATIONS
* Computer and Networking Support Technician with over six years experience providing technical assistance to business professionals, and educating end users.
* Proficient in all Windows operating systems, Internet, E-Mail and Microsoft Office applications.
* Leadership skills include ability to lead and motivate co-workers from all backgrounds, Capable of working independantly and in a team environment.
* Strengths in organization, written and oral communication, technology, project management, critical thinking, troubleshooting, problem analysis and resolution, customer service and personal management/training skills.


EXPERIENCE
Technical Support Representative - JAN. 2007 / DEC. 2007
Time Warner Cable, San Diego, Ca
* Provided Tier II and Tier III level technical support for both current and potential video, high speed internet(HSD), and digital phone customers.
* Troubleshoot over the telephone with customers: modem hook-ups, installation/configuration of HSD hardware and software, wireless home networking, email support, video hook-ups, equipment programming functions, digital and analog converters, remote controls, Video On Demand, telephony modems and phone service features.
* Logged all service requests into ESS: CSR billing system, Remedy ticket tracking, and DPOM for phone order entry.
* Worked closely with other departments to resolve billing, account management, dispatch (installation/ trouble call appointment scheduling) and sales with upsell opportunities.
* Observed Network Monitoring and Diagnostic Tools for outages or potential problems, noted any issues or trends.

Technical Support Engineer - DEC. 2005 / SEP. 2006
SkyRiver Communications, Inc., Poway, Ca
* Responsible for providing billing and technical support via email and telephone to Wireless Internet Service Providers subscibers.
* Trained others in the use of billing, ticket tracking and network montitoring software, as well as troubleshoooting techniques using predefined technical support methods.
* Contributed as a team member, appointed to publish and maintain the company's "Technical Support Knowledgebase" web site.
* Provided back up Administrative Support for The Provisioning and Dispatch deprtments, as well as the Network Operations Center(NOC).

Help Desk Associate - OCT. 2005 / NOV. 2005
EDS/NMCI, San Diego, Ca
* Telephone help desk duties included processing all password reset related incident reports from US Navy and Marine Corps personnel requesting an email account.
* Installed, configured, and troubleshoot all Microsoft Operating Systems, and Microsoft Office Applications
* Built, maintained and repaired computer systems to improve speed, reliability and efficiency of operation to end user.

EDUCATION
B.S., Computer Science - 2008
ITT Technical Institute, San Diego, Ca
Minor: Information System Security

A.A., Computer Science - JUN. 2004
Remington College, San Diego, Ca
Minor: Networking

RELEVANT SKILLS
* Networking: Troubleshooting LAN, WAN, Routers, Switches, Hubs, Firewalls, Proxy Servers, Network Security, TCP/IP,Cabling, Wireless, Internet, and Email.
* Computer Software:Proficient in Windows NT/98/2000/XP/2003, MS Office XP (All Products: Word, Works, PowerPoint, Excel, Access, Project, Outlook,and Visio) MS DOS, MAC OS and Linux.
* Computer Hardware: PC Repair, Maintenance, Upgrades,Troubleshooting/Problem Solving, End User Support and Training, Purchasing and Inventory.
* Customer Service: Call Center, Desktop Support, Help Desk, Technical Support, and excellent Oral and Wriiten Communication skills.

Certifications
See above


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