13 Dartmouth CT
Mechanicsburg, Pennsylvania A focused, award-winning, technical, professional with more than
17055 12 years experience problem solving technical issues with customers
717-579-9628 over the phone, within a fast-paced award winning support
firstname.lastname@example.org enviornment. Experienced in front line technical support and
customer service with strong communication skills seeking
opportunity to contribute to the overall success of a company.
Sun Microsystems Systems Engineer
9/2007 - Present EDS, Camp Hill, PA
Position is system engineer, troubleshooting software and
hardware issues in a break/fix environment regarding numerous
Sun Microsystems hardware platforms. Take incoming calls or
tickets assigned for call back. verify, account information,
contact information, contract level of support. gather
information regarding system malfunctions: faulty part, error
messages. analyze errors to determine software or hardware
issues. dispatching parts or field engineer
10/2005 – 9/2007 Rite Aid, Mechanicsburg, PA
Perform basic troubleshooting and resolve assigned
problems regarding store registers, terminals/workstations,
printers, universal power supply (UPS) devices, telephones,
gift-card readers, magnetic-strip readers, radio frequency (RF)
input devices, servers, and registers. Install hard-drives on
servers. Migrate software when replacing hard-drives.
Troubleshoot ScriptPro prescription processing machine. Track
problem resolution when dispatching a third-party vendor or
Rite Aid Field Technician to complete on-site repairs. Escalate
problem calls to higher-level representatives when necessary or
request guidance when obstacles prevent timely resolution.
Log, code, and prioritize calls while assigned to dispatch
duties. Seek out additional formal and on-the-job training to
expand skills required to meet business demands and to prepare
for promotion to higher-level support roles. Thoroughly detail
all actions taken and maintain progress reports within the
current problem-tracking application.
8/2004 - 10/2005 Cingular Wireless, Harrisburg, PA
Take incoming calls. Verify account status. Verify invoices.
Troubleshoot basic account and wireless telephone issues. Issue
credits. Setup accounts.
Webhosting Technical Support
4/2001 - 3/2004 EarthLink Inc, Harrisburg, PA
Setup customer mail for domains, and added aliases.
Assisted customers in basic HTML for website. Troubleshot
scripts such as CGI and PERL. Assisted customers with SSI
scripting. Provided assistance with domain transfer. Assisted in
setting up stores and credit card billing. Sent service requests to
engineers to correct problems or errors. Passed test for
promotion to Senior Web hosting technician.
Customer Service Representative
4/2003 - 3/2004 EarthLink Inc, Harrisburg, PA
In conjunction with the job in webhosting I was assessed
additional duties of billing and credit card validation, as well as
other customer service/accounts duties.
Technical Support Representative
2/1996 - 4/2001 EarthLink Inc, Harrisburg, PA
Responded to telephone inquires from remote users relating
to internet connectivity. Reviewed and verified user account
information. Interviewed users and utilized on-line diagnostic
applications to define the scope and probable cause of system
error. Guided users through steps to correct configuration
conflicts, network errors or connectivity failure. Initiated
remote repairs and reconfigured dialup networking access.
Provided troubleshooting support to a wide range of novice and
intermediate users on Microsoft and Apple computers.
Maintained a consistent record of resolving 85% of support
calls. Collaborated on various transitions when company
acquired other smaller companies. Collaborated with a team to
create virtual applications which technicians used to
troubleshoot and fix customer problems.
6/1994 Computer Learning Network, Camp Hill, PA
Areas of Study: PC Applications, AS/400 Systems,
Troubleshooting and System Maintenance.
Harrisburg Area Community College, Harrisburg, PA
Some College Coursework Completed
2000 - Introduction to Microcomputers
2004 - Microsoft Office 2000 – Excel, Access, MS Word