- Jason Eichelberger is seeking a career as a customer service and help desk representative. He has over 5 years of experience in technical support roles for various companies. - He has received numerous customer service awards and has strong skills in Microsoft Office, various networking software, and troubleshooting hardware and software issues. - His most recent role was as a Level 1 Help Desk Analyst for Interface Security Systems, where he provided technical support for Family Dollar store networks.

1. Jason Eichelberger | Piff22@gmail.com | 314-374-9452 | 1746 Beecher Dr.| St. Louis, MO
63136
Customer Service & Help Desk Representative
Objective
To begin a career that will utilize my current skills as well as provide the
opportunity to increase my knowledge in a challenging environment.
Professional Highlights
• Top Customer Service Associate: Received a minimum of 5 exceptional
customer surveys per week
• Top Rated Customer Service Associate, 2014-2015
• Product Knowledge Award, 2014
Professional Skills
• Intermediate Knowledge of the MS Office Suite/Excel/MS
Word/Outlook/Power Point
• Intermediate experience with Remedy Ticketing Software
• Proficient in multiple Healthcare Learning Management Systems
• Skilled Dispatcher
• Intermediate experience with Salesforce-TW Telecom-Elsevier-Emerson
• Intermediate experience with Wireshark and Omni Peek-Emerson
• Residential router testing
• Highly experienced in troubleshooting routers and WRT300N wireless
routers.
• Top ranked educational training from Ranken Technical College on
Active Directory-Creating users, imaging, reset passwords, locking
accounts.
• Remote configuration through Telnet sessions
• Remote desktop knowledge
• Build/troubleshoot and configure MAC/PC/Smart Devices
• Developed in troubleshooting Web-based applications
• Experienced in install, configure and administer Windows
XP/Vista/7/8/10 desktop operating systems
• Activating Telecommunication Equipment

2. • Able to understand and administer porting with telephone numbers
Employment History
Interface Security Systems
Level 1 Help Desk Analyst
February 2016-Current
• Proactively Monitor Family Dollar Store Network Incidents
• Provide hourly reports of stores that are experiencing network issues.
• Create and Resolve service tickets
• Take inbound calls from Field Technicians
• Make outbound calls to store managers and other Help Desk.
• Troubleshooting network and VOIP issues.
• Dispatch Field Technicians
• Resolving IP address conflicts.
• Guide Field Technicians through troubleshooting network and VOIP issues
• Configuring Cisco Analog Telephone Adapters (VOIP), Cisco 891F Routers,
and Switches
• Troubleshooting Cisco Analog Telephone Adapters (VOIP), Cisco 891F
Routers, and Switches
• Email communications with other departments and Help Desks
• Assistant Liaison for Family Dollar during normal business hours
• After Hours and Weekend Liaison for Family Dollar
• Handling Escalated Issues
• Submitting Knowledgebase articles
• Training new employees
• Member of the Employee Engagement Committee
• Contacting Internet Service Providers to resolve issues.

3. Insight Global/Emerson
Sensi Technical Support/Network Analyst
February 2015-January 2016
• Analyze/Monitor Sensi (Wi-Fi Thermostat) Network Performance.
• Residential Router Testing.
• Track Competitor Customer Experience.
• Track customer feedback.
• Monitor inbound calls, outbound calls, breaks, adjust daily scheduling
according to business needs.
• Lab testing routers and Sensi thermostats.
• Maintain and update Excel spreadsheets used for end of the month
reports.
• Contribute ideas on ways to resolve problems to better serve the
customer and/or improve productivity.
• Participate in activities designed to improve customer satisfaction and
business performance.
• Solve problems that are sometimes unstructured and that may require
reliance on conceptual thinking.
• Offer solutions to issues that are often non-standard/non-routine and
require some clarification
• Maintain broad knowledge of client products and services.
• Provide training on new networking, product, and software knowledge to
the team.
• Training new associates.

4. • Relay technical information from the Development Team to the Support
Team.
• Tier 1 and tier 2 support.
• Troubleshoot, escalate and respond to product support requests from
end users and contractors.
• Team Lead for closing shifts and weekends.
• Communicate effectively with engineering and other technical groups to
enhance products and resolve customer issues.
• Implement, troubleshoot, and support ad serving systems and other
Internet-based applications and analyze support data to identify trends
and communicate actionable insights to product stakeholders and sales.
• Respond to customer issues and inquiries via Outlook and Salesforce .
• Thermostat and HVAC wiring.
• Remote work on weekends.
Insight Global/Elsevier
Online LMS Support Specialist/Help Desk
November 2014-February 2015
• Healthcare Learning Management System Support
• Responsible for incoming calls
• Resolve issues by way of remote desktop
• Troubleshoot website compatibility issues/xml errors
• Configure PC/MAC and mobile devices
• Application and software installation
• Support healthcare Learning Management Systems
• Web-based application support
• Work with 2nd
level support to resolve issues
• Document each call with troubleshooting steps taken

5. • Password Reset
• Escalate trouble tickets for follow up and resolution
• Maintained Excel documents for resource references
• Provide customer feedback via Outlook
TW Telecom
Customer Account Specialist
September 2013- October 2014
• Responsible for incoming calls
• Verify LNP(Local Number Portability) documentation
• Third Party Verification
• Customer Service advocate
• Assist customers with order placement
• Answer billing questions
• Responsible for replies to customer email inquiries and request
TekSystems/Charter Communications
Service Activation Specialist
May 2013-Aug. 2013
• Provisioning cable modems for phone service
• Converging MTAs for VOIP service
• Deactivating phone/HSI equipment
• Submitting trouble tickets to tier 2 support
• Notating customer account reflecting action taken during activation
• Porting phone numbers and Third Party Verifications
Real Time Results

6. Help Desk/ Technical Support
March 2013-May 2013
• Order processing for cable company
• Customer service advocate
• Technical support for field representatives
• Troubleshooting PDAs, blackberry, and other mobile devices
• Work with 2nd
level support to resolve issues
• Escalate trouble tickets
• Maintain documentation for each call
Convergys-Hazelwood
Customer Service Rep/ Technical Support
August 2007-August 2008
• Responsible for incoming calls
• On call Issue Resolution
• Communicate with level 2 support to resolve issues
• Troubleshoot PC and internet issues
• Online order fulfillment
• Account management
• Customer Service
• Create trouble tickets using Remedy
Education-2010-2012
Ranken Technical College
In Progress
• Associate of Technology in Networking and Administration (CCNA-CCENT)

7. Help Desk/ Technical Support
March 2013-May 2013
• Order processing for cable company
• Customer service advocate
• Technical support for field representatives
• Troubleshooting PDAs, blackberry, and other mobile devices
• Work with 2nd
level support to resolve issues
• Escalate trouble tickets
• Maintain documentation for each call
Convergys-Hazelwood
Customer Service Rep/ Technical Support
August 2007-August 2008
• Responsible for incoming calls
• On call Issue Resolution
• Communicate with level 2 support to resolve issues
• Troubleshoot PC and internet issues
• Online order fulfillment
• Account management
• Customer Service
• Create trouble tickets using Remedy
Education-2010-2012
Ranken Technical College
In Progress
• Associate of Technology in Networking and Administration (CCNA-CCENT)