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Help Desk Call Center Technician Resume
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| Desired Industry: Customer Service/Technical Support |
SpiderID: 1403 |
| Desired Job Location: Detroit, Michigan |
Date Posted: 11/3/2004 |
| Type of Position: Full-Time Permanent |
Availability Date: Anytime |
| Desired Wage: 21000 |
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U.S. Work Authorization: Yes |
| Job Level: Experienced with over 2 years experience |
Willing to Travel: |
| Highest Degree Attained: Other |
Willing to Relocate: Yes |
Objective:
I have over two and one half years of experience supporting and repairing computer, network, hardware,and software applications.These include a variety of skills from previous employment experiences that allow me to perform and provide the implementation of timely long term solutions.I am flexible and adapt readily.I am seeking employment that offers security, the possibility for advancement,as well as the opportunity to perform efficiently .
Experience:
TechTeam Global, Inc., Southfield, MI
Help Desk Support Technician 9/ 2001 to 3/ 2004
* Answered end user questions and solved problems in a timely and professional manner
* Analyzed, diagnosed, and resolved technology related problems
* Participated in cooperative troubleshooting with technical partners and team members
* Troubleshoot software and hardware issues
* Troubleshoot printers, hubs, modems, satellites and servers
* Troubleshoot operating systems using Unix SCO
* Utilized, created, and documented reports
* Routed trouble tickets and documentation using the appropriate tracking system
Michigan Career Technical Institute 9/1999 to 7/2001
Full time Student enrolled in Office Automation Course-completed in 2001
Royal Oak Music Theater, Royal Oak, MI
Electrical Support Assistant 10/1997 to 8/1999
* Assisted with setting up audio and lighting support for stage and theater
* Supported and repaired electrical equipment
Michigan Service Office, Ferndale, MI
Sales and Service Associate 7/1995-8/1997
* Retail Sales associate for a specialty merchandise and accessories establishment
* Filled on-site and mail orders
* Maintained merchandise stock
* Participated in the maintenance of order inventory
Oakland County Radio Communications, Pontiac, MI
Installer Technician 3/1987- 2/1994
* Installed Two-way Radio Equipment
* Maintained audio and P.A. Equipment
* Repaired and maintained C.C. Cameras
* Repaired and maintained audio and RF circuit boards
EducationCertifications: Clawson High School
*Graduate Diploma
Radio Electronics Television Schools
Graduate: May 1981
*Certification as Applied Electronics Technician
*F.C.C. Radiotelephone Operators License
Michigan Career Technical Institute 9/1999 7/2001
*Graduate: July 2001
*Perfect Attendance Awards
*Academic Excellence Award
*CompTIA A+ Certification
*Certification in Office Automation
*CompTIA Net + Certification
*Service Tour Guide
*Academic Excellence
Volunteer Experience: Pontiac Lighthouse 6/ 2000-7/ 2001
* Distributed food and household items to eligible families.
* Obtained assistance for eligible families with utility bills
Education:
Michigan Career Technical Institute 9/1999 7/2001
*Graduate: July 2001
*Perfect Attendance Awards
*Academic Excellence Award
*CompTIA A Certification
*Certification in Office Automation
*CompTIA Net Certification
*Service Tour Guide
*Academic Excellence
Radio Electronics Television Schools 9/1980 Graduated 9/1981
Certified Electronics Technician
F.C.C. RadioTelephone Technicians License
Clawson High School
9/1968 6/1971
Graduate Diploma
Affiliations:
CompTIA Net
CompTIA A
F.C.C. RadioTelephone Technician
Skills:
Computer < Run system/machine diagnostics
Knowledge < Install and set-up hard/floppy drives, memory, graphic upgrades, various
Skills communication software packages/modems
< Proficient with DOS/Windows 3.x, Win95, Win98, Win 2000 and Win XP.
< Can demonstrate installation/removal of field replaceable units and isolate troubles between FRUs and system board faults
< Examined the concepts of Networking
Printers < Dot Matrix Printer, Ink Jet, Laser Servicing (Okidata, HP 600 series,
Copier < Canon BJ 4000 series, Laser Jet 5P, and more)
Skills < Terminology, operational terms, general mechanical terms
< Disassemble and reassemble printers
< Identify mechanisms and subunits
< Perform maintenance adjustment, cleaning, and lubricating procedures
< Ricoh FT6750, Mita DC3785
Servicing < PC Computers (IBM compatible - Pentium)
< Cash Registers
< Printers, Copiers
< Fax Machines
Basic < Power supplies and circuitry, microprocessors, PC theory and
Electronics troubleshooting, soldering and desoldering training
< Read and interpret service manuals, schematics and diagrams.
< Operation/application of digital multimeters (DMM), logic probe, oscilloscopes. Use of signal generators and DC voltage regulators.
Additional Information:
I have over two and one half years of dedicated experience in computer operation and maintenance. I use these skills in supporting and troubleshooting web based applications for customers. When I started at Tech Team.I worked on the DCX project and assisted clients with procedural and technical support for the DIAL, which was a UNIX based application. Eventually the DIAL application evolved to the Dealer Connect project and became a web based application. I was assigned to work on the CFC financial queue aiding customers in Electronic Funds Transfers and related financial transactions for Daimler Chrysler dealerships internationally. During my assignment in the CFC help desk I was able to increase customer satisfaction statistics from 85 percent to 97 percent. In the latter part of the year 2003 I was promoted to the CAPS group where I worked with a variety of clients such as the Smithsonian Institute stores in supporting their business machines. I worked with the Vetstream group where I supported stand-alone PC and web based Veterinary software applications. I also supported users for the MedDRA International medical and pharmaceutical group as well as performing quality assurance support for the RARE restaurant association.Additionally I have experience in the installation of communication devices as well as working with discrete components, circuit boards and troubleshooting.I am flexible and due to my varied job experiences I have the ability to respond and perform well to diverse job assignments. I have strong organizational skills .I enjoy working with others in a team structure or I have the ability to be self-directed for individual work projects. I enthusiastically apply myself to all assigned tasks. Establishing superb customer relations is essential to me.I accomplish this by providing quick,dependable, and effective service in resolving problems for customers.
Reference:
References for:
Kevin M. McMahon
1315 E. Lincoln
Royal Oak, Mi. 48067
Phone: 248-547-4834
E-mail: kevmcm505@yahoo.com
References:
Al Jackson, Office Automation Instructor
Michigan Career and Technical Institute
11611 W. Pine Lake Rd.
Plainwell, MI 49080
616-664-9204
Fax: 616-664-5850
Jackson_a3@hotmail.com
Richard Patrick, Purchasing Agent
Hoekstra Truck
407 Marshall
Royal Oak, MI 48067
248-336-0635
Rpatrick@HoekstraTruck.com
Mary Socha, Sales and Distribution Agent
Cone Drive Corp.
9134 E Lakeview Hills Road
Traverse City, MI 49696
231-941-7597
bluedogs@traverse.net
John Allen, Business Owner
720 W. Huron
Pontiac, MI 48341
248-335-1117
pontiacpip@yahoo.com
Candidate Contact Information:
This candidate has chosen not to make contact information available on this page.
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