Brian Shorey has over 12 years of experience in customer service and 8 years in PC repair. He has a strong technical background and is skilled at identifying and resolving issues. He has held leadership roles as a call center supervisor and technical field technician. Currently he works as a help desk specialist for the State of Maine, where he installs and configures software and hardware.

1. Brian Shorey
838 Main St
Vassalboro,ME 04989
207-649-6896 |LinkedIn
bmshorey@gmail.com
Highlypersonableand motivatedprofessionalwithexperience providing24/7 technical support inhighly
demandingandflexible environments. Over12 years’customerservice experience,coupled with8
years’experience inPCservice andrepair. Can easily identifies andresolvestechnical issues. Capable
of explainingcomplextechnical issues quicklyandeasily,ensuringfirstcall resolution.
Skills  Skillfulleaderincustomerrelations
 Complainthandlinganddispute resolution
 Exceptional call centerskillsanddemeanor
 Task planningand implementation.
 Provenmentorandleader.
 Procedure designand implementation.
 Complex problemsolvinginateamenvironment.
 Recordsmanagementandorganization.
Certifications • LexmarkPrinterCertified
• CompTIA A+ 220-801 (Hardware)
• HewlettPackard - Commercial Desktops,Workstations,and
Notebooks
Work History –
Customer Service
HELP DESK SPECIALIST II/COMPUTER OPERATOR, STATE OF MAINE EOM
Aug2015 to Present
• Performsproperinstallationandconfigurationformultiple agency’s
proprietarysoftwareandsystemsthroughoutthe state. This
includesbutisnotlimitedto,CorisTeamViewer,Cybermation
• Supports proprietary software suchas:RSA,Coris,Juniper,
Meditech, andActive Directory
• Maintainsystemintegrityandavailabilitybyaccurately monitoring
systemsincludingCybermation,CSN (Core StatusandNews),and
ACESjob monitor.
• Installed/configuredinternal hardware componentsinorder to
maintain/enhance systemcapabilitieswhile maintainingtheir
integrity.
• Delivers Off hoursLevel 1support formissioncritical state of Maine
line of businessapplications

2. CALL CENTER SUPERVISOR,T-MOBILE, OAKLAND MAINE
APRIL2004 TO AUGUST 2008
 Evaluatedinformationand appliedbusinessrulestocomplex billing
issues,technical issuesandcustomercomplaints.
 Gatheredinformation forqualitycontrol review foreachemployee
on a regularbasis.
 Supervisedstaff of 20telephone representatives;ensuredthe
individualand unitperformance exceededcompanygoals.
 Responsible forhiringandfiringstaff members.
 Helpeddevelopandintegrate inproceduresandreports.
 Team rankedin the top 5% nationwide.
Work History –
Technical
OWNER/ OPERATOR, PC SOLUTIONS,VASSALBORO, ME
2008 to Present
 Performspreventiveandon-site maintenance onavarietyof
personal computersandrelatedperipherals.
 Resolves all customerconcerns,andtroubleshotcomputer
problemsinanefficientandcourteousmanner.
 Educatescustomersinthe operationandpreventativemaintenance
of theirequipmentwhenneeded.
FIELD TECH, COMPUCOMINC
JUNE 2014 TO JUNE 2015
 Performedon-site servicing,repairand/orinstallationof
proprietarysystemhardware andsoftware,PC's,and
networking/wirelessnetworking.
 Providedtechnical supporttocustomersonoperational or and
maintenance aspectsof systemequipment.
 Determined the mostcosteffective repair/resolutiontominimize
customerdowntime.
Education  ASSOCIATE’S DEGREE IN COMPUTER TECHNOLOGY | KVTC | HIGH
HONORS
 BACHELOR’S DEGREE IN ENGLISH | UNIVERSITY OF MAINE | 1990 - 1995