Tier II Remote Technical Support Provider Sample Resume Format in Word Free Download -->

Tier II Remote Technical Support Provider Sample Resume Format in Word Free Download

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Sample Template Example of Beautiful Excellent Professional Curriculum Vitae / Resume / CV Format with Career Objective, Job Description, Skills & Work Experience for Freshers & Experienced in Word / Doc / Pdf Free Download
309 Edenton Way, Jonesboro, Ga 30001 ·678-951-9876·anna.mathis@hotmail.com
Anna Mathis

Qualifications/Training
§  Dell Certified Systems Expert- Foundation Desktops
§  ADVA Fiber Optic Special Training Course
§  Windows Vista, Windows 7

Experience
2011 - Present
Abacus Service Corp.
Peachtree City, Ga

Care Center Agent II

§  Responsible for providing hardware and software support for ATMs for NCR customers.
§  Initial point of contact for technical problems and perform troubleshooting.
§  Monitoring and escalate on out of scope problems and SLAs
§  Experience with ticket application to dispatch technicians; Gasper, D1
§  Familiar with Microsoft Outlook and Microsoft Excel
§  Experience with Cisco IP phone

 
2006 – 2011
Career Connections Inc
Atlanta, Ga

Tier II Remote Technical Support

§  Provide Tier II support by using expert problem determination and resolution skills.
-          Supported OEM products including HP/Dell/IBM servers, desktop, laptops and Terminals running various Microsoft operating systems.
-          Prioritize and diagnose system and network problems to their resolution which includes dispatching technicians, ordering parts as needed and ensuring Service Level Agreements are met.
-          Create and communicate action plans to the customer and/or IBM representatives.
-          Track all calls and skill levels through ACD call tracking system documenting all communications with customers using NSS, ICPM, SCM, Salesforce.com.
-          Experience with Avaya Phones
-          Excellent communication skills which include the ability to translate technical terms and problems into something easily understood without insulting the end user.

 
2006
Toppan Interamerica
Mcdonough, Ga

Assistant Press Operator

§  Prepared and operated cylinder-type press
§  Verified size, type of paper and color of ink for job order
§  Examine proof to determine level area, variation in ink volume and register slippage

United States Navy

2001-2005

Operation Specialists

§  Operated surface radars onboard a naval vessel
§  Ensured by radar that navigation track was free of navigation hazards
§  Responsible of keeping track of surrounding hostile and suspicious vessels

Education
1997-2001
Lamar County High
Barnesville, Ga

High School Graduate

2006                                                  Javelin Technical Training Center                        Morrow, Ga
Information Technology Certificate








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