Assists new and existing customers in troubleshooting and diagnosing voice, internet and cable related problems primarily over the phone and occasionally in person. Escalates trouble tickets for additional troubleshooting when necessary and follows up to make sure the problem has been resolved and the customer is satisfied. Actively seeks to create and sustain a relationship with customers by optimizing company benefits, and focuses on the customer's need by utilizing exceptional customer service skills, technical expertise, and necessary resources.

TechBench:• Diagnose and disinfect computer viruses and infections from customers'​ computers especially with Windows computers.Sales Order Entry:• Knowledge and understanding of Net-Venture’s product line including: pricing, features and capabilities, Net-Venture advantages, equipment requirements and costs and clearly and succinctly explain them to the customer in a manner that leads to a sale. Responsible for taking the order and completing the order in Net-Venture’s sales order entry system.Helpdesk• Telephone technical support for Net-Venture’s 7000 broadband Internet customers. Primary services and support include: cable modem, DSL, wireless, VOIP and end user email. Use Net-Venture’s array of troubleshooting tools e.g. Cisco router commands, email admin console, Qwest DSL tools, Net-Venture’s order entry system and various remote access programs.On-site Technician• On-site visits on setting up and installing customers'​ cable modems within a two-hour window after the Click! Network technicians have either installed or activated the customers' data (Internet) jack. Diagnose any Internet or Network connectivity issues that affects the cable modems, routers, networked printers and VoIP devices. Setup and installation may include configuring wireless networks for the customer to make sure they are protected and encrypted.

Contractor for Digital Intelligence Systems Corporation doing various Information Technology jobs for their clients throughout King and Pierce counties.Worked on a project at Wells Fargo Dealer Services in Kent, WA with re-imaging, updating, migrating profiles, and deploying new machines for several of their employees.

Prepare district-wide workstations and laptops for Microsoft platform conversion (Exchange, Active Directory, and Outlook) from Novell GroupWise. Physically setup disconnected and connected workstations, and laptops from laptop carts. Ensure each workstation its connectivity to the district’s main network infrastructure at each site with the network manager and staff. Execute Windows batch scripts to unregister and register each workstation to its corresponding site domain, and move any specified user profiles and data from local hard drive into its corresponding Active Directory user account.Format and re-imaging workstations that are needed prior to the Microsoft platform conversion. Ensure the inventory of all workstations’ tag numbers and its location at each site. Properly formatting all surplus and salvaged workstations and packaging for pick-up.Assist technicians with Help Desk calls and work orders at certain sites with technical support issues, hardware upgrades, remote assistance, and software installation and updates.

Ensure that each customer receives outstanding service by providing a friendly environment, greeting and acknowledging every customer, maintaining solid product knowledge and all other aspects of customer service.Maintain an awareness of all promotions and advertisements. Assist in floor moves, merchandising, and display maintenance. Assist in processing and replenishing merchandise and monitoring floor stock. Assist in shipping and receiving with stockroom attendant present.Aid customers in locating merchandise. Aid in answering customer questions/needs over phone. Assist in ringing up sales at registers and/or bagging merchandise. Set-up and operate cash register; ring up sales; make change; process refunds and exchanges; prepare daily cash reports with access to safe. Experience with a POS System.Process and ship online orders and handles both incoming and outgoing shipments by UPS, FedEx, and USPS. Independently receives purchase orders and assists in quarterly set-up of the textbook department. Experience with a database system.

Served as a private computer technician in accomplishing the variety of tasks. Install, trouble-shoot and repair new and/or existing PCs. Involved with the maintenance and administration of both a computer network and connected desktop and laptop computers.Responsible for managing a multi-user data system and responsibilities included network security, installing new applications, distributing software upgrades, monitored daily activity, enforced licensing agreements, developed a storage management program and routine backups.Identify, deploy, and support enterprise-wide software infrastructure and applications to support network-based services such as e-mail, authentication, calendaring, electronic directories, etc.

Helpdesk duties include troubleshooting (hardware and software) & maintenance, software & hardware installation, word-processing, and data entry. Other help desk duties include: answering phones, assisting client computers over the phone and/or in person and other office duties. Write and update documentation, computer and database logs. Other general duties as assigned.Assist in researching technical support issues and/or escalating them when appropriate. Monitor computer lab during day and evening study hall hours. Troubleshoot software problems in a Microsoft NT environment. Assist with maintenance of computer system and lab (duties include setup installation, troubleshooting of applications and hardware, training, and general lab cleanup).