Experienced Help Desk, T1 & T2 Technical Support Agent Seeking technical field position

COMPANY	POSITION HELD	DATES WORKED
Sykes, Incorporated	(Confidential)	6/2001 - 10/2006

SCHOOL	MAJOR	YEAR	DEGREE
Mountain Empire Community College	Electronics Engineer	2000	Trade School Degree
Highland High	High School Diploma	1995	High School/GED Degree
Purdue University	Computer System Management	1995	Trade School Degree

Highlights:

- Help Desk - Escalation Desk - Tier1, 1.5, 2 Technical Support - Build,Sale,Customize & Repair of PCs - Always on a deadline, working under stress is a plus

Companies I like:

Sykes, IBM, HP, Gateway, Accenture, Dell, Sony

P&L responsibilities
Presentation
Ecommerce Strategy and digital marketing channels optimization - SEO, SEM, email, affiliates - for high-profile accounts.
Technology Solutions
Sales Support
Software Implementation
Requirements Analysis & Specification
Leadership

• Technical Support
• Help Desk
• Customer Service
• Information Systems
• Call Center Support

I was responsible for all Tier2 Tecnical escalations. When our 1st level techs could not resolve an issue, It was handed over to me to fix. I only had to escalate 10% of all my cases to a higher tier of support. I was also responsible for taking in house Help Desk calls helping my fellow colleauges with technical quests and advice