accomplished technical support professional with more than 7 years experience in help desk and call center environments for companies and over 10 years experience in customer service roles.
successfully trains staff and end users in the use of applications and technical support methods.
possess excellent troubleshooting and logical problem solving skills.
good organization and planning skills; work well in a team environment.
proficient knowledge of active directory, citrix, visionware, kronos, passport, ms office, windows 2000, xp operating systems, lan/wan, nt operating system, vpns, nortel phone systems, network interface cards, and ghost imaging.
rediclinic, houston, tx 04/2008-present
technical support specialist
manage a software tracking program, trackit, and document all technical issues.
perform technical and printing support for 21 offsite locations by identifying, troubleshooting, and analyzing all computer issues and determining appropriate course of action for each ticket.
conduct software repairs, modification, and upgrades for internal components and peripherals as needed.
provide customer support for all user levels, technical hardware support (nortel phone systems), memory configuration, software installations/configurations (network interface cards, client access, citrix, visionware, kronos, and passport), and technical support for ms office, excel, powerpoint, visio, access, outlook, windows 2000, and xp operating systems.
set up ip addresses, client level vpn s, mail client and transfer client data, and pda/cell phone devices.
lead training and assist all end users to ensure knowledge of proper use of company property and corporate procedures.
execute testing for all new software releases and report any problems with the new release or any conflicts with other software/operating systems to management.
resolve network connectivity issues by breaking and fixing the existing connection.
rebuild, create, and install workstations using ghost images.
investigate system problems and provides solutions utilizing specific product knowledge, system utilities, and operating environments.
ensure compliance with warranty requirements of vendors to process timely and accurate information.
travelers insurance, houston, tx 06/2007-04/2008
investigated accident claims by evaluating facts, interpreting laws and regulations, and rendered determinations including compensability and medical determinations.
partnered with industry professionals such as accountants, architects, construction workers, engineers, and lawyers during the evaluation process for a claim.
analyzed case facts and monitored activities to identify possible fraud, abuse, or third party liability throughout the course of a claim.
reviewed photographs and written or audio taped statements.
estimated the relative costs and benefits of potential actions to choose the most appropriate one.
oversaw legal issues that did not require the use of a defense attorney.
negotiated terms with the claimant to settle claims outside of court.
progressive insurance, sugar land, tx 08/2004-06/2007
investigated claims through claimant and witness interviews, consulting police and hospital records, and inspecting property damage to determine the extent of the company s liability.
collaborated with medical specialists, agents, witnesses, or claimants to compile information and build each case.
provided estimated assessments of the cost or value of an insured item.
calculated benefit payments and approved claim payments within a specific monetary limit.
the methodist hospital, houston, tx 04/2002-04/2004
computer application specialist
facilitated hardware and software support for over 500 users by performing ongoing upgrades, installing, repairing, and maintaining printers, monitors, and hardware.
led training sessions for new users of the department computer system.
resolved software problems and conflicts by analyzing and identifying data.
provide software application in-services for all nursing staff.
administered network-based test station running dos, nt, windows 2000.
researched, diagnosed, and resolved technical issues surrounding lan/wan, microsoft office, e-mail, internet connections, hardware peripherals and windows 9x/nt/2000.
managed functionality of test servers.
dell computer corporation, round rock, tx 08/2001-04/2002
desktop support specialist
provide technical support of hardware and software issues for more than 800 users by telephone.
performed tier i and tier ii support for ms office, lan, wan, and lotus notes issues.
conduct hardware and account setups and maintained print servers and print devices.
baylor university, waco, tx mm/1997-08/2001
computer lab support specialist
baylor university, waco, tx
bachelor of arts in computer science, 2001
hiring agent name
i am currently seeking a challenging career opportunity in a technical support capacity and am submitting my resume for your review. in advance, thank you for your time and consideration.
as demonstrated in the accompanying resume, my professional qualifications include more than 7 years experience leading technical support initiatives in call center and help desk environments for high profile companies such as dell and rediclinic. during this experience, i provided software installations and configurations, support for hardware issues, and setting up ip addresses, client level vpn s, mail client and transfer client data, and pda/cell phone devices. i also possess 10 years experience in customer service roles throughout my career.
to complement this background, i offer a bachelor s degree in computer science from baylor university.
as an employee, you will find me to be a driven team player committed to supporting you in achieving your objectives through superior performance. i am confident that i could be a valuable asset to your firm, and look forward to interviewing with you in the near future.
yyyyyy x. yyyyyy
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