Alfred Haynes has over 13 years of experience in helpdesk and technical support. He currently works as a Helpdesk Analyst for HCL America in Durham, NC where he receives and manages customer calls, logs incidents, and provides support for operating systems, hardware, and software issues. Previously, he was a Technical Support Technician at Verizon Business for over 12 years where he delivered technical support via phone and remote connection to resolve customer issues. He has CompTIA A+ certification preparation and education from Erasmus Hall High School in Brooklyn, NY.

1. Alfred Haynes 919-682-7650
3226 Myra Street, Apt. A, Durham, NC 27707 ahaynes01@yahoo.com
QUALIFICATION SKILLS
 13 + years Helpdesk/Technical Support
experience
 13 + customer service experience
 Strong knowledge of Windows 7, Windows XP,
and Microsoft Outlook support experience
 Ability to work independently with minimal
supervision and work as an effective team member
 Proficient computer skills (Microsoft Office)
 Knowledge of VPN
 Excellent communication skills
 Attention to detail and organization skills
 Knowledge of Active Directory and Exchange
 Completed A+ Prep
WORK EXPERIENCE
Helpdesk Analyst, HLC America, Durham, NC 09/2013 – Present
 Recognized for Above and Beyond the Call of Duty behavior by HCL America
 Receive, log and manage calls from customers via telephone and online ticketing system
 Escalates unresolved calls to the next level of support in a timely manner
 Logs all calls in the Service Desk Call Logging system
 To maintain a high degree of customer service for all support queries and adhere to all service management
principles and guidelines
 Provides support by troubleshooting, diagnosing and resolving problems related to operating systems,
hardware,and software on Blackberry cell phones, laptops, personal computers and printers
 Provides support in accordance with established processes and document incidents and remedies
 Ensures an excellent customer experience by providing a single point-of-contact for the customer with
follow-up from incident through resolution
Technical Support Technician, Verizon Business,Durham, NC 10/2000 – 08/2013
 Verified and kept records on incoming and outgoing shipments
 Delivered service and support to Commercial and Global account customers using and operating automated
call distribution phone software,via remote connection or over the Internet
 Interacted with Customers to provide and process information in response to inquiries and concerns
 Provided technical support to Customers by identifying, trouble shooting and resolving system challenges
 Gathered customer’s information and determine the issue by evaluating and analyzing the symptoms
 Researched required information using available resources
 Followed standard processes and procedures;
 Identified and escalated priority issues per Client specifications
 Acted as Liaison by redirecting problems to appropriate resource when needed
 Accurately processed and recorded call transactions using a computer and designated tracking software
 Offered alternative solutions where appropriate with the objective of retaining customers’ and clients’
business
 Organized ideas and communicate oral messages appropriate to listeners and situations
 Followed up and made scheduled call backs to customers where necessary
 Stayed current with system information, changes and updates
 Answered telephone calls sending appropriately to voice mail or appropriate staff member
EDUCATION/MILITARY/
CompTIA A+ Certification Prep Course 04/2016 Career Academy
Erasmus Hall High School, Brooklyn, NY High School Diploma
United States Army Honorable Discharge