CAREER SUMMARY

• Recognized ability to guide customers through use of proprietary software packages
• Provided customer feedback and suggestions about modifications and areas for improvement
• Excellent customer service, communication, organization and problem solving skills
• Ability and desire to be challenged with technical issues and achieve resolutions
• Proficient in supporting Mac OS 9.X, 10.X and Windows 98, NT, ME, Vista, XP, 2000 & Windows 7.

SYSTEM INFORMATION
Operating Systems:

• Microsoft Windows all versions (Windows 7, Vista, XP, 2000, NT, ME & 98 )
• Macintosh all versions (Apple OS 10.X, 9.X,8.X & 7.X)

Support Software Tools:

• Trouble Ticket Tracking Vision, Aspect, Lotus Notes and more
• Windows Firewall, McAfee Antivirus, CCleaner and other PC utilities
• AppleTalk and Ethernet networks. Assisting users in, mixed, Mac/PC networks
• GoToAssist remote software

End User Software:

• Microsoft Office Suite: Word, Excel, PowerPoint, Outlook, Publisher
• Design: PhotoShop, InDesign, IIIustrator, PageMaker
• Web: InDesign, QuarkXpress, proprietary software for web site development and support
• Development: Meta tags and HTML codes for SEO capabilities in websites
• General: Advanced knowledge of Internet functions, browsers and search engines

Hardware:

• PCs, desktops & laptops
• Macs, Power Macs, Powerbooks G3s,G4s & iMacs
• Digital Cameras and Scanners
• TV, cable box setups including cabling, troubleshooting and installation

Data Networking:

• Ethernet, IEEE 802.3 and Appletalk
• Wi-Fi IEEE 802.11a, b, g
• Routers/Westell, Actiontec
• Troubleshooting networking problems determining cabling and software setup and resolving issues
• Skilled in setting up computers for Ethernet and determining cables, transceivers, and hubs
• Trained in configuring and installing modem software, and diagnose and solve modem problems

PROFESSIONAL EXPERIENCE

Confidential, Dallas, TX August 2010 - July 2011
Call center outsourcing from the Fortune 1000 to fast-growing start-up companies.
Technical Support Agent

• Provided Video support for setup, install of TV cable boxes, DVR and High dev set top boxes. Data support included router to computer wired and wireless internet connectivity. Phone services including voice mail, call forwarding and other phone features.
  Tools: iCad, Storc, Ivapp, Email, CPE Manager and GoToAssist remote software
• Proficient in setup and use of TV, cable box setups including cabling, troubleshooting and installation. Assisted customers with password resets for email and voicemail.
• Successfully provided support for broadband cable Internet services. Work included set up of router, wired and wireless setups on PC’s using Windows Vista, XP & 7. Mac support was on OSX.
• Received numerous customer letters of appreciation, maintained a high first time resolution, and high quality scores.

Confidential, Coppell, TX March 2004 - March 2009

A $3 billion spin off from Verizon that provides multi-platform advertising services
Web Developer - Web Developer Support Specialist

• Designed, developed and presented 15+ web sites per month to clients
• Tools: Netopia/Motorola, HTML, PhotoShop, Image Ready
• Owned the client relationship from concept through fulfillment and associated customer support
• Successfully supported over 700 web site customers
• Interfaced with sales representatives for “up sell” and “cross sell” service offerings to clients
• Contributed to helping our division achieve over 1,000 web sites per month and 3 million in sales
• Recognized by supervisor and customers for outstanding customer service and attitude
• Website support included walk thru support on Windows Vista, XP & 7. Mac support was on OSX.
• Web development dept. was eliminated at the TX location and I was impacted by the layoff.

A global provider of sales, customer service and technical support services for the Fortune 1000.
Technical Support Specialist
Troubleshooting customer software and hardware issues for this billion+ company that ranked #1 for Apple technical support and provides other technical support for Fortune 500 companies

• Supported Mac OS 8.X, 9.X, 10.X and Windows 98, ME, NT, 2000, and XP
• Cut 75% of trouble tickets for Level 2 support by organizing and categorizing action instructions
• Published an article for Apple Technical Information Library
• Provided Dell OEM technical support for OS, Hardware, Networking, Internet, Modems and more
• Created numerous working aids for easier access to information
• Stream closed its Dallas location and I was impacted by the workforce reduction.

Customer Support for worldwide Windows 95 launch for this $1 billion dollar + software corporation
Customer Support Consultant

• Completed Microsoft Customer Service Training Program and Win 95 Kickoff Training
• Clarified member’s eligibility. Advised customers of support options
• Qualified inbound calls and transferred to the appropriate area
• Achieved 100% of support goals

PREVIOUS EXPERIENCE:

Staff Sergeant, Honorable Discharge
Crew Chief for maintenance and operations of the C-141A/B, C-5A and C-130 aircraft

EDUCATION

• Digital Multimedia Production and MIDI Sequencing
• Certificate in Desktop Publishing/Graphic Arts
• Completed Lean Six Sigma White Belt Training
• Completed classes in Net Essentials, NT Server, NT Admin, Windows 2000, TCPIP, A+ Core and Dos/Windows
• Created Macintosh Basics & Troubleshooting classes and taught them to different contracts
• Certified Occupational Therapist Assistant

VOLUNTEER WORK
Confidential Dallas, TX Co-Secretary • 1996 - 1999

• Managed the job bank and free-lance list of artists
• Assisted in organizing group meetings coming up with topics and local vendors for presentations
• Coordinated monthly with Mac User group meetings from 1992 thru 2000