Technical support agent

Posted on: 2006-03-16

TIA ANTOINETTE RUFFIN 4909 Pilgrim Road Baltimore, MD 21214 Phone (410) 254-1897 E-mail [email protected] Fax: 410-254-4441 OBJECTIVE A position in Technical or Administration Support requiring innovative, challenging employment that will utilize my education and strong hardware/software troubleshooting skills. EDUCATION 2003-2004 Lincoln Technical Institute Columbia, Maryland Computer Technician (PCST) · Graduated 2/2004 -Lincoln Technical Institute Diploma · Installing Windows NT 4.0 Server and Workstations, Window2000 · Professional, and Hardware/Software · Microsoft Office 2000 (Excel, Word, Access, Outlook, and Power Point) · Microsoft Windows 2000 Professional (Virus, DOS, Batch-files, and File Management) 1999-2003 Western High School Baltimore, Maryland College Prep/International Business Curriculum · Graduated 6/2003- Western High School Diploma · Mavis Beacon Typing Certificate · Perfect Attendance Award EXPERIENCE SUMMARY A level 1 Support Technician with 6months(Macintosh) and 3 years (Windows) of professional experience in providing technical phone support to customers on operational or maintenance issues for a complete line of Macintosh portable and Windows PC related products. I assist customers by determining problems and providing resolutions. I ‘m accountable for customer satisfaction through effective problem resolution and support. Phone Support skills include, answering bound calls, network and desktop troubleshooting, and software upgrades. Communications and Network Services include configuration, installation, testing, analysis and upgrading of network equipment and services. Provided customers with Knowledge Articles to their network resources. WORK EXPERIENCE 10/2005- 3/2006 E4E Hunt Valley, Maryland Technician Support Agent Level 1 · Responsible for providing technical phone support to 5,000 users on operational or maintenance issues for a Macintosh portable. · Answers in bound calls and assess customers’ technical support needs and handles · Provides first-level technical support for operation or maintenance of a Macintosh computer and /or peripherals using documented procedures and available tools. · Uses troubleshooting guidelines and techniques to identify solutions resulting in first –call resolution · Explaining Macintosh product features and benefits, as well as some technical specifications to customers as needed. · Logs customer calls through detailed description of the problem and summary of the solution with PeopleSoft, Apropos, Vantive, Solomon, etc. · Creating interpret and analyze internal performance reports and customer reports · Proficiency in Macintosh operating systems 9.1 or higher · Responsible for performing data transfers when needed, and maintaining system backups · Help support email issues on Macintosh mail application. · Provide support for telecommuters who dial-up, or access the corporate network via DSL, or cable modem. · Support the wireless devices, such as Airport Extreme Card, Airport Extreme Base Station, and Airport Express Base Station · Ensure that communications problems are resolved in a timely manner, such as network connectivity issues, printer problems, and desktop errors. 12/2004 - 08/2005 Comcast Rosedale, Maryland Dispatch Technician/Call Center · Responsibilities will include data entry, preparing spreadsheet reports on field techs at the end of your work point · Providing work order forms to techs if extra jobs were assigned to the company · Dispatching field techs to and from jobs · Logging in cable boxes, cable modem, HD boxes, and DVR boxes in to the database. · Answering in bound calls and making out bound calls 04/2004 -12/2004 Wirespan Inc. Elkridge, Maryland Dispatch Technician/Call Center · Responsibilities will include data entry, preparing spreadsheet reports on field techs at the end of your work point · Providing work order forms to techs if extra jobs were assigned to the company · Dispatching field techs to and from jobs · Logging in cable boxes, cable modem, HD boxes, and DVR boxes in to the database. · Answering in bound calls and making out bound calls Harvest Fare Market Baltimore, Maryland 09/2005 -10/2005 Officer Clerk/Full-Time 12/2004 -08/2005 Office Clerk/Part-time 04/1999 -11/2004 Cashier/Part-time · Supervisor for up 8 cashiers Customer Service skills :(Price checks, lottery, Money order, counting cashiers registers, and Western Union) · Answering in bound calls and making out bound calls · Processing Bills for customers such as Verizon, BGE, Car insurance, Water, etc. · Making deposits for Bills, Money Orders, Western Union, Lottery, and Cash · Counting money, Using Debit, Credit, Foodstamps, Checks, and Certificates, Ringing items, return items, and restocking items. · Training new Employees SPECIAL SKILLS · Excellent Customer Service · Reconciliation · Typing 40 wpm · Problem Solving · Ability to Train · Team Player · Organizational skills · Multiple tasks in a fast-paced environment REFERENCE Available upon request