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Customer Service Specialist Resume Example

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CUSTOMER SERVICE SPECIALIST
Summary
Enthusiastic Service Desk professional seeking to benefit an IT Department with complex technical knowledge and strong time management skills. Skilled at building rapport with diverse individuals while handling complex technical issues. Vast knowledge of web applications, software, and framework.
Technical Skills

Hardware: routers, storage, peripheral devices, laptops, PCs, modems, printers

Networking: LAN, WAN, VPN, TCP/IP, DNS, SMTP, DHCP, PKI, FTP, SSH, SFTP

Platforms: Windows 2000, XP, VISTA,Ubuntu

Software: MS Office Suite 2003-2013, VMware, Oracle Virtual Box, Norton Ghost
Certifications

CompTIA A+ Hardware/ Software

Experience
Customer Service Specialist
April 2013 to Current Agero － Clarksville, TN
  • Imported and configured Windows Live mail with Gmail and Hotmail Implemented NAT on a SOHO router Customized Windows client to use DHCP and static IP information Troubleshooted network problems using the OSI model Installed and configured a DHCP server and utilized tools to test DNS settings Configured SSH and SFTP applications and securely transferred files from server to client.
  • Configured, implemented, and tested a RRAS virtual private network (VPN) Configured VLANs and InterVLAN routing Verified and configured IPv6 Unique Local Addresses (ULAs) and tested IPv6 connectivity Configured wireless access points for wireless networking infrastructure Created security groups, assigned members to various groups and set permissions in Windows Server 2008r2.
  • Configured Windows Firewall on Windows 7 Installed and configured VMware Player on Windows 7 and ran Ubuntu 10.04 LTS as a guest Operating System (OS) in VMware player.
  • Communicates with Avis Budget Group employees regarding car inventory and availability.
  • Assists customers with emergency roadside service calls, vehicle exchanges, lost and found inquires, lot exiting procedures, and any other needs.
  • Interviews customers, evaluates and documents incident reports involving vehicle accidents, vandalism, theft, and abandonment.
  • Maintains Quality Assurance standards as issued by company.
  • Responds to inbound help desk roadside service calls and logs them in system.
  • Explains insurance benefits, services, and claims reimbursement procedures.
  • Interfaces daily with over 100 clients, vendors and over 30,000 service providers escalating areas of concern to management.
Client Support Administrator
October 2005 to October 2007 Department of Air Force
  • Okinawa Japan Performed desktop support for over 250 staff members.
  • Provided first-level support for complex technical problems via phone, email, and in-person.
  • Logged trouble tickets and provided resolution of over 500 end-user problems.
  • Provided desk-side support for 300 network computers utilizing MS technologies.
  • Prepared 10 offices for records management inspection audits.
  • Conducted IT asset inventory of 106 computer items; 100% accounted for.
  • Managed user email accounts, password resets and network access.
  • Controlled users, groups, printers, and computer accounts in MS Active Directory.
  • Restored and routinely backed up end user data and personal (.pst) email file folders.
  • Performed installation, add, move, and change service requests.
Information Manager
September 2003 to October 2005 Department of Air Force
  • Tokyo Japan Provided technical support for 100 staff personnel.
  • Applied corrective solutions for 200 common system technical issues.
  • Performed software installs on 30 PCs enabling users to manage business travel.
  • Monitored system and network performance using logs and alerts.
  • Created organizational units and their contents in MS Active Directory.
  • Managed office share drive, NTFS permissions, and security groups.
  • Served as a consultant to users having a variety of IT work requests.
  • Ensured 59 computers were compliant according to security policies attributing to a "Satisfactory" Information Assurance audit rating.
  • Deployed PC images on over 40 PCs migrating from Windows 2000 to Windows XP.
Education
Computer Information Technology (IT Certification Training Program) : present Tennessee College of Applied Technology － Clarksville, TN
BS : Management Information Systems, October 2011 Park University ON LABS AND PROJECTS － Parkville, MO Management Information Systems Installed and configured an IIS (Web Server) via Windows Server 2008r2
Skills
Active Directory, benefits, Budget, Hardware, consultant, client, clients, DHCP, DNS, email, Firewall, FTP, help desk, IIS, Information Technology, inspection, insurance, inventory, IP, LAN, laptops, access, MS Exchange Server, mail, MS Office Suite, office, Windows 7, Windows, Windows 2000, Windows XP, modems, network, Networking, Norton Ghost, OS, Operating System, Oracle, organizational, OSI, personnel, policies, printers, Quality Assurance, router, routers, routing, SSH, SMTP, TCP/IP, technical support, desktop support, phone, Unique, VPN, virtual private network (VPN), VISTA, Web Server, WAN, Windows Server
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Resume Overview

Companies Worked For:

  • Agero
  • Department of Air Force

School Attended

  • Tennessee College of Applied Technology
  • Park University ON LABS AND PROJECTS

Job Titles Held:

  • Customer Service Specialist
  • Client Support Administrator
  • Information Manager

Degrees

  • Computer Information Technology (IT Certification Training Program) : present
    BS : Management Information Systems , October 2011

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