I'm a customer success rockstar! Having worked in customer service IT field for several years I feel would be a valuable asset to your team. I have a wealth of experience when it comes to providing first class service and resolving any queries or issues that might arise with customers. During my time in previous positions, I have dealt with customer communications by phone, email, and face to face. My number one priority was always the client, and I worked to resolve any issues they might have. I have worked remotely for the past 7 years.Above all, I love working with people. I’m friendly and enjoy developing great rapport with everyone I interact with. I feel I would fit in with your vision, especially given your client-first approach. I would like the opportunity to meet with you to discuss my candidacy further.
Brad Lucas 614-373-1984
Education
Diploma Westland High School Galloway Ohio June 1998
Employment
ECOT, Columbus,OhioMarch 2007 – July 2017
Tier III Help Desk Technician Approximately 15,000 End Users ( Administrative Staff, Teachers, Parents, Students) Responsible for Inbound/Outbound calls / chats concerning technical issues. Educate/Instruct end users about PC and Mac maintenance and functions. Monitor/Resolve technical related incidents. Assist in maintaining knowledge base Monitor/Resolve security risks involving virus, malware, and Trojans. Resolving escalated cases Cisco Voip and router related issues involving Cisco Phones, PC, and Mac connections Familiar with CRM use and ticket tracking-software Supported various educational sites related to student use including TumbleBooks , Follet shelf, Study Island, Manga High, Brain pop among several others
Next Generation Wholesalers Columbus,Ohio January 2001 – March 2007
Computer repair/Online Sales E-commerce Troubleshoot repair various computer and printer equipment from vendors and clients Networking In-house and client location setup and configuration Implementation of E-commerce sales using various online methods Yearly sales boost of over $300,000 Design of web-page and auction based ads. Computer and Office Equipment sales Calltech Communications Columbus, Ohio June 1998 - January 2001
Help Desk Responsible for assisting customers with installing home networks, Resetting passwords Installing anti virus software Renewing customer ip address remotely End User Support for PC and Mac related dial up/DSL connection Issues Documented and Routed trouble tickets to appropriate technicians. Trained new agents as Manual Registration Team lead
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Technical Skills
Outstanding problem-solving, and troubleshooting ability. Superior communication (oral and written) customer service and interpersonal skills. Both independent and team worker, as required. MS Office proficiency and tracking-software familiarity Ability to multitask and prioritize effectively. Poised and patient when dealing with clients. Microsoft Windows: 10, Windows 7, Vista, XP, NT, 2000, Windows Server: 2003 & 2008, Mac OS X 10.3- 10.5, Mac OS X Server, Microsoft Office- Excel, Word, PowerPoint, Outlook, Access, Active Directory administration and Group Policy deployment Cisco Any connect join.me Zapier Slack Zendesk A+ Certification MSCE Training coursework