Customer Service Resume Site

Objective

To utilize my experience and skills in a manner which would most benefit my employer.  I would like to be put in a position where I am challenged, yet have room for growth within the company.  With my background in customer service and network administration, I am an ideal candidate for handling difficult projects and situations with minimum, if any, supervision.

Customer Service Experience

 I have approximately five-plus years experience working in a customer service environment.  Some of my duties involved the following:

• Call Center experience answering incoming technical questions regarding software; also provided customer support via email..
• Network/Systems Administrator experience where approximately 40% of the job entailed customer service support type duties.
• Responsible for researching information when answers were not readily available.
• Gave step-by-step instructions to customers who were having difficulty with software products.
• Dealt with irate customers, and was able to answer their questions and concerns to the satisfaction of both the customer and the company. 
• Researched and wrote Knowledge Base articles for the entire call center staff.
• Trained new call center staff members on phone system, email support and all related customer service duties.

Skills

• Able to remain calm when dealing with irate customers.
• Able to research a broad information base for answers to customers’ questions
• Maturity and sound judgment
• Able to work under pressure
• Professional people and phone skills
• Team leader experience utilizing excellent interpersonal skills
• Contact point for troubleshooting and department requests

Experience

·       Best Consulting

(The Boeing Company)

Systems Administrator Consultant

Assigned as a Systems Administrator Consultant from Best Consulting to The Boeing Company in the Web/eBusiness group.  Our department was in charge of maintaining over 6,000 internal web sites which use IIS 4.0, IIS 5.0 and Cold Fusion 4.5, as well as maintaining 200-plus web servers which use Windows 2000 and NT 4.0.  Worked with developers to resolve any issues with web sites, and acted as sole web support for a high-end, high-traffic problematic web site for the Fire and Safety Protection Group, for which I received special recognition for maintaining stabilizing servers.  Installed and provided upgrades to servers (Compaq 6500 and newer).  Troubleshooting of problem servers using Performance Monitor, NetIQ and CIM.  Ongoing migration from NT 4.0 to Windows 2000.  Assigned lead role in combating Code Red virus.  Documentation of hardware and software on the servers.  Twenty-four-hour on-call rotation lasting one week every six-weeks.  Attendance at leadership meetings to determine direction of our group and to resolve any outstanding issues. 

Employment date:  February 2001 to October 2001

ServerLogic

Network Administrator

As Network Administrator at ServerLogic, I maintained Windows 2000 and NT 4.0 Servers using NT for the LAN and WAN.  I monitored server performance to ensure smooth operation of network.  I resolved hardware and software difficulties and problems; installed computer hardware and software as well as implemented upgrades to servers and workstations as required.  I was also responsible for running regular tape backups, documenting network capacity, ensuring integrity of system through audits on existing software and running regular virus scans.  I provided technical support and ongoing maintenance of LAN and end-user computing applications and hardware.  I also regulated TCP/IP, DNS, WINS, DHCP, and Class B subnet license as well as evaluated and purchased hardware and software.

Employment date:  March 2000 to November 2000

John L. Scott Real Estate

Network Administrator

At John L. Scott Real Estate as a Network Administrator, I maintained a Windows NT WAN and LAN including 10 Windows NT 4.0 servers and over 450 Windows 3.1, Windows 95 and 98, and Mac workstations at 25 WAN sites and the corporate office. Replaced old clone servers with a combination of Dell and Compaq servers. Manage Exchange, SQL, and SMS servers using MS BackOffice, daily tape backups, support and documentation of hardware and software logs. Provided third level support and occasional on-call after hours coverage. Installed new PC hardware and software. Installed hardware and software changes and upgrades to servers, and workstations. Monitored server performance; document network capacity and security issues. Maintained and troubleshot hardware and software problems. Conducted audits on existing software to verify use and possible viruses. Included technical support in implementation and ongoing maintenance operations of LAN and implementation of end user computing applications and hardware. Regulated TCP/IP, DNS, WINS, DHCP, and Class B subnet license. Evaluated and purchased hardware/software. Also managed two network field technicians and one help desk person.

Employment date:  July 1998 to October 1999

Sierra On-Line

Call Center Technical Support Representative

At Sierra On-Line working in the call center as a Technical Support Representative, I supported software via phones and email. Supported Sierra’s on-line game “The Realm” via email, dealing with problems that cropped up for users while using the Internet to play. Trained new employees on the phone system and tracking software.  Tested new products to ensure they ran smoothly and correctly.  Maintained the Knowledge Base and keeping it current.

Employment date:  October 1997 to July 1998 and April 1996 to July 1997

Volt Computer Services

Call Center Technical Support Representative

As a temporary consultant for Volt Computer Services, I worked as a Technical Support Representative for iCat Electronic Suite catalog software. Supported the suite on the Windows NT/ Windows 95 platforms. Worked with customers to customize their SQL based language catalogs, helped them to install the iCat software correctly and made sure that their databases were set up correctly. Also supported customers via email.

Employment date:  August 1997 to October 1997

General Employment

(Microsoft Product Support Services)

Call Router

Worked through General Employment in Microsoft's Product Support Services as a Temporary Call Router employee.  Dealt with the advanced business systems such as Windows NT, SQL Server, and MS Mail. Created and serviced technical support contracts for large companies.

Employment date:  March 1995 to February 1996