Resume

Phone: Upon Request
E-mail: jeff@welcometomyhell.com

Key Qualifications:

  • Superb working knowledge of hardware, software, and networks
  • Troubleshooting. Hardware, software, network, web.
  • Proficient in huge range of computer software. (List upon request.)
  • CompTIA:
    • Security+ 2008
    • Network+ 2009
    • A+ 2009
  • Microsoft
    • MCT
    • MOS/MCAS Instructor
    • MOS/MCAS:
      • Windows Vista for the Business Worker
      • Excel 2003, 2007
      • Word 2003, 2007
      • Outlook 2003, 2007
      • Powerpoint 2003, 2007
  • Proficient with HTML, XHTML, DHTML, CSS
  • Experience with PHP, SQL, MySQL and JavaScript
  • Experience with VBA Excel/Access
  • Experience with Linux OS
  • DOS, Windows 9x, 2000, XP, Vista, 7

Experience:


Instructor
New Horizons – Jun 2007 – Present

· Teaching classes ranging from Intro to Computers to IT Security.
· Maintaining a steady 8.5 average out of 9 on class evaluations.
· Taught 3500+ students.


Tier 2 Technical Support/New Hire Training
Teleperformance USA – Dec 2005 – Dec 2006

Clearwire Project – May 2006-Dec 2006
· Assisted customers with troubleshooting the Clearwire wireless equipment.
· Walked customers through wired/wireless network setups as well as computer configurations.
· Responsible for resolving escalated Technical issues.
· Worked directly with Supervisors and Call Center Manager.
· New agent training. Answered questions and up trained new agents for their first few weeks on the call floor.
· Responsible for coaching, verifying schedules, and reporting on all new agents.
· Taking escalated supervisor calls – Deescalating irate customers and resolving discrepancies.
· Operations and Floor Control. Allocating Level One agents in real time to maximize efficiency and productivity.

Cox Communications Project – Dec 2005-May 2006
· Walked customers through cable television troubleshooting via telephone.
· Handling and resolving customer dissatisfactions.


Customer Care and Service Specialist
Marriott International, Inc. – Nov 2004-Oct 2005
· Responsible for booking and modifying hotel reservations for individuals and large business groups. As well as dealing with customer dissatisfactions, and grievances.
· Heavy emphasis on Customer Relations, Problem Solving and Negotiation.


Web/Graphics Design
Fergus Research and Development – 2001-2004
· Built and maintained company website
· Created graphics including but not limited to: visual art, web page graphics, logos, fliers, business cards, etc.
· Beta tested products as well as extended feedback for improvements.
· Worked directly with company CEO and Software engineers.


Freelance Web/Graphics Design
Self Employment – 2001-2004
· Built and maintained privately owned websites for private and commercial use.
· Created graphics including but not limited to: visual arts, web page graphics, logos, flyers, business cards, etc.

Education:

Salt Lake Community College
2004-2005
Major: Psychology
Redwood Campus
4600 S. Redwood Road
Salt Lake City, UT 84130-0808

Mountain View Learning Center (Granite School District)
2004
61 South 3900 West
Salt Lake City, Utah 84107

West Jordan High School
2001-2003
8136 South 2700 West
West Jordan, Utah, 84084

Personal Attributes:

· Quick Learner
· Self motivated
· Problem Solver
· Efficiency oriented
· Exceptional communication skills

Summary:

Quick learner. Confident in my ability to become a master of any craft in a short amount of time.

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