1. Robert Harrell
138 N. Walnut Circle, Apt. B
Greensboro, NC 27409
(252)561-5119
robert.harrell0708@att.net
Objective:
To obtain a position where I can grow professionally and foster new career opportunities, while enhancing my skills
EmploymentHistory
Advanced Technical Support, Tier 3
2014-2015 Time Warner Cable, Greensboro, NC
 Handle inbound business and consumer technical support escalations and customer questions/issues via
phone, chat or emails. Provide accurate incidentandproblem managementreporting as requiredby using
ticketing system.
 Analyze, troubleshootandresolve technicalissuesforvoice, video, internetordata installation andconnection issues
 Providefirstand second level supportforproblem determination, newinstallations, upgradesof hardware and
software forall support issues.
 Tracks the status of open issues, communicates with customers regarding issue status, follows-up with the customer
oncea solution hasbeen determined, and follow-upwith customerto assess theirsatisfaction level. Work closely with
Regional Data Center staff to resolve issues quickly.
 Perform equipmentchecksremotely using automated monitoring toolsin accordancewith establishedpoliciesand
procedures.
 Provide ad hoc equipment and software tutorials; provides technical support, training and assistance on computer
hardware and software applications; serves as user liaison covering basic computer system end-user operations,
including but not limited to system sign-on, use of the menu and help systems, Microsoft Office programs,
telecommunications, use and troubleshooting of computers and printers.
 Diagnose and resolve minor software/hardware problems while maintaining ownership and accountability.
 Assist in troubleshooting of network connectivity issues for desktop systems and printers. Perform a variety of
network administration activities including establishing andmaintaining useraccounts, passwords, e-mail accounts,
internet connectivity, firewalls and designated programs and systems; assess and respond to requests for network
system and server installations, upgrades, and/or modifications.
 Provide effective communication of ongoing activity related to service requirements and incidents.
 Effectively lead and train less experienced technicians.
 Maintain current knowledge of new product upgrades and features.
Technical Assistant/Team Lead
2009- 2014 AT&T, Goldsboro, NC
 Answered business customer requests or inquiries concerning services, products, billing, equipment, claims,
and reported problem areas.
 Diagnosed and troubleshot DSL internet connection problems.
 Verified network availability.
 Tested customer equipment for defects before and/or after installation process of high-speed Internet.
 Analyzed data from Oracle database.
 Managed and coached team members to help obtain company metrics.
 Troubleshot operating systems: Windows XP/Vista/7/8/Mac.
 Promoted AT&T products and services

2.  Resolved inquiries received via telephone, e-mail, e-care, correspondence, TTY, on-line chat.
Customer Service Assistant
2008-2009 West Corporation, Rocky Mount, NC
 Assisted customers with billing inquiries and activating new services.
 Respondedto calls, faxes& emails to place orders, process returns, issuecredit, provideorder status, or fulfilla
variety of other customer servicefunctions.
 Generated reports as requested in a timely and accurate manner.
 Responsible for basic report creation and data manipulation within assigned business units and/or client systems.
 Conducted research and compiled data for report preparation.
 Entered customer orders and returns in a timely and accurate manner.
 Assisted team members in researching customer order status, shipping status, and other order or return duties as
needed.
Shift Manager
2006-2008 Subway Corporation, Tarboro, NC
 Trained all new employees.
 Overlooked responsibilities of other coworkers.
 Responsible for all interactions and transaction from customers.
 Inspected the equipment and storage facilities to ensure its working properly.
Education
Greensboro Technical Community College, Greensboro, NC
Network Technology Major, Expected March 2017
Southwest Edgecombe High School, Pinetops, NC Graduated: June 2008
High School Diploma
Awards: National Scholar
Key Skills
Technical Troubleshooting Hardware Configurations
Offshore Team Collaboration Software Installs
LAN Connectivity Problem Diagnosis
Phone & Online Support Client/Server Models
Preventive Maintenance User Training/Support
Customer Service Complaint Handling
Technical Proficiencies
Software: MS Office (Word, Excel, Outlook, Access); instant messaging software; VMware applications, Norton Anti-virus,
Anti-Spyware, Firewall, Surge Protection
Browsers: Internet Explorer, Firefox, Chrome, Safari
Call-Tracking Tools: HEAT, Remedy, Oracle

3. Hardware: PCs, Laptops, Mobile/Landline Telephone Systems, Printers, Routers, Modems
Networking: LAN & VPN/Remote Connectivity, TCP/IP
Platforms: Windows, Unix, NetWare Servers, Citrix
References available on request