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| Desired Industry: Computer Hardware |
SpiderID: 24190 |
| Desired Job Location: Winston-Salem, North Carolina |
Date Posted: 1/13/2009 |
| Type of Position: Full-Time Permanent |
Availability Date: 01/13/2009 |
| Desired Wage: 38000 |
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U.S. Work Authorization: Yes |
| Job Level: Experienced with over 2 years experience |
Willing to Travel: Yes, 25-50% |
| Highest Degree Attained: Other |
Willing to Relocate: Yes |
Objective:
To obtain a technical support position that will allow the attention to detail, commitment, and passion of the 13+ years of experience acquired to combine with new skills to best serve the company and customer.
Experience:
Professional Experience Statements
Datatel Supply Corporation
Store Manager (Myrtle Beach, SC)
Mar 2008 – Oct 2008
Organize, sell, order and stock a store that markets to wholesale customers’ data, audio, video, network and computer hardware. Assisted some customers with understanding how certain components work best with specific hardware, what hardware to purchase for a particular job, and the best way to configure certain hardware.
Hewlett Packard
Technical Support Engineer III (Fort Collins, CO)
2002 – 2007
As a support engineer I would access an HP proprietary application that was setup to keep a record of customer phone calls with their computer issues. These cases would be logged by front line agents for HP business desktop, workstation, and laptop computers and other non-HP equipment needing repair.
I would select a customer’s case, according to the priority of the customer’s contract, and review it. Based on the case’s documentation, I would determine if the customer’s equipment needed further troubleshooting. If I felt that the case documentation was not complete, I would call the customer and perform additional troubleshooting steps with them to try and resolve the issue. If I was unable to resolve the customer’s computer issue I would determine what hardware was needed to fix the issue, order it and dispatch a field technician to the customer’s site.
If the field technician had any logistical issues with the hardware that was shipped or was unable to resolve the customer’s computer issue, they would call me for my assistance. I also worked with them on business specific non-HP hardware.
Additionally, I would receive calls from some business customers, who did not have IT departments and needed assistance with setting up their new computer(s).
Some of my customers were:
Hess Oil
Friendly’s Ice Cream
Brinker Restaurant Corporation – (Chili's Grill & Bar, Romano's Macaroni Grill, On The Boarder and Maggiano’s)
Federated Stores - Macy’s
State Farm Insurance
John Deere
Rent-a-Center – (Business computers purchased by home users)
UPS Store
Coordinator / Customer Support
1996 – 2001
As a front line agent, I was responsible for documenting the customer’s computer issues in an HP proprietary application. I would then perform some basic troubleshooting, with the customer, in order to try and determine the issue with the system. These cases would be sent to backline engineering for review.
While I was working as a front line agent, I realized that there was a need to access specific customer service contract information that was currently not available to my group. This information would help our group better serve the customer. Therefore, as an independent project, I created and maintained a knowledge-base (utilizing Microsoft FrontPage software), on an intranet website, which contained the necessary customer contract information for the use of our call center.
Teledyne Water Pik
Network Services Technician I (Fort Collins, CO)
1995 – 1995
As a help desk agent I was responsible for documenting phone calls, in an application, from employees with desktop computer hardware and/or software issues. Additionally, I would performed server backups and restores on a UNIX server, and performed periodic hardware maintenance on desktop computers. (Temporary Position)
Education:
Capella University (Minneapolis, MN)
Credits toward Business Management Degree
Miami-Dade Community College (Miami, FL)
Credits toward Computer Information Systems
University of Miami (Miami, FL)
Certification in Telecommunications
Skills:
Microsoft Windows 95, Windows 98, Windows NT, Windows 2000, Windows XP, Windows Vista, Microsoft Office
Ability to diagnose and resolve desktop, laptop and workstation computers issues.
Additional Information:
Independent Work Projects
Setup a workstation and four desktop computers and connected them to a wireless networked for Foothills AOG Church. I was the on-going IT support for the church.
I assisted on a renovated of a two story school building, Heritage Christian Academy, removing and installing CAT 5 cable for the telephone and networking connections. Additionally, I installed and configured imaged hard drives into various vendor desktop computers for student and teacher use.
I repair home and business computers, mainly for software issues, but some hardware.
Accomplishments
I received numerous awards for outstanding Customer Service and Work Performance.
I was awarded Hewlett Packard’s highest honor - Most Valuable Employee (MVE): for job performance beyond the normal standard.
Military
U.S. Air Force
Honorable Discharge
Reference:
Available upon request.
Candidate Contact Information:
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