Customer Service / Software Support / IT Support / Willing to Relocate
Kevin W. Cooper
4816 Landover Vale Way Raleigh, NC 27616 Home: 919-397-5050 email@example.com
IT Help Desk
Over 4 years of help desk experience in customer care.
Part of teams that supported 4-5 companies with hundreds of locations at any given time.
Received several letters of recognition from users that I assisted.
Ability to communicate effectively
Read and interpret reports to find issues.
Escalate issues if needed to specialists or special teams if unable to resolve.
Skilled in the installation of software, different types of computer hardware, peripherals and components.
Can work independently or in a team per the standard operating procedures, with equal determination, results and zeal.
Deliver outstanding support to end users per the SLA (Service Level Agreement) with client.
Use email, telephone contact and Go To Assist to assist end users.
Execute company standards for customer service.
Can set up a local or network printer as well as trouble shoot computer and printer issues.
Skilled at asking the appropriate questions from an end user to have them state exactly what their issue is.
Keep detailed records of all interactions with client.
Help Desk Analyst, September, 2011 to May, 2015
Help Desk Analyst: Receive tickets via ticketing system (CRM) or through phone support. Use the end users database to make changes as needed for their software to function properly. Prepare monthly reports that would show how many times the help desk was contacted, how long an issue took to resolve, if the issue had to be escalated and how often “like” issues arose in the same month to be sent to clients. Respond to customers using email or telephone contact. In order to resolve some issue I had to remote in to their computer. Document all activity with end users and work performed to correct an issue. Escalate issues to the appropriate specialist or special team if I was unable to correct the issue. Use company resources (history of previous issues that were resolved, other employees, etc) to assist in solving issues. Be a resource to other employees when they need assistance with an issue. Worked in a Windows 7 environment that used Microsoft Office 2010. Used Citrix products Go to Assist and Go to Meeting in situations where remoting in was needed.
Lowe’s Home Improvement
Department Manager, May, 2005 to August, 2011
Department Manager: use weekly and daily reports to increase sales and to keep store inventory at appropriate levels, communicate effectively with team to ensure what has been taught in training is being executed on the sales floor, communicate with vendors to ensure product knowledge is up to date, assist with nightly drawer pulls, take phone orders when needed that require the use of customer’s personal information. Anticipates, recognizes and responds to change by innovative problem solving. Achieve sales and margin budgets in assigned area. Develop and plan activities to ensure proper completion in a timely manner. Manage inventory and shrink to budget. Managed 8 different departments over career and up to 5 departments at one time with up to 25 associates at one time.
January 2010-graduated from Lowe’s Management Training Program
Wood True Value
Assistant Manager, February, 2001 to May, 2005
Assistant Manager: open and close the store as needed, place orders, unload delivery truck, make deposits, run the store in the owners absence, rent out Budget trucks, answer any and all customer questions, had 5 associates working under me, assisted owner in the hiring process
WAKE TECHNICAL COLLEGE
2015-PURSUING AN ASSOCIATES DEGREE IN BUSINESS ANALYTICS
MIDLANDS TECHNICAL COLLEGE
WILSON HIGH SCHOOL — FLORENCE, SC
High School Diploma 1990
Use of email, telephone and Citrix (Go To Assist) to address customer issues with software. Used Go To Meeting to teach end users about proprietary software. Operate in a Windows environment. Use of a CRM to track tickets and work done to correct issues. Support over one hundred end users at any given time.