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KARL MONSON

1601 Douglas Court, Virginia Beach, VA 23464 757.479.1496 * Mobile 757.618.4278 * pcguru30@gmail.com

QUALIFICATIONS
IT SUPPORT SPECIALIST: Outgoing, service-focused IT professional with 15+ years of experience and proven ability to thrive in customer-facing roles, building positive relationships with clients and team members, complying with quality standards, and meeting service level agreements (SLAs). Recognized for readiness to go above and beyond to meet client needs and ensure satisfaction. Quick to master new tools, processes, and technologies; adept at sharing knowledge through effective communication and training matched to user skill level. Technical Proficiencies: * Platforms: Mac OS 9 and 10, MS DOS, Windows (9x/XP/2000/NT/2003/Vista/7/8), Windows Server * Tools: Eudora, Lotus Notes, MS Office (Access, Excel, Outlook, PowerPoint, Word), PeopleSoft, Vantive, web browsers (Internet Explorer, Opera, Firefox, Netscape) * Hardware: Canon peripherals, routers, switches, wired / wireless network appliances

SPECIALTIES
Help Desk / Call Center Operations; Computer Installation & Configuration; Wired / Wireless Networking; Hardware & Software Maintenance; Root Cause Analysis & Troubleshooting; Call & Ticket Tracking Systems; Warranty / Claims Administration; Customer Service & Communications

EXPERIENCE
CANON ITS, Chesapeake, VA TECHNICAL SUPPORT REPRESENTATIVE I AND II, 8/2000 – Present Technical Scope: Windows, Mac OS, Canon technologies (drivers, software, and peripherals), routers and network appliances, Lotus Notes, PeopleSoft, Photoshop CS Keep customer service and satisfaction top priorities while providing fast, effective solutions to Tier 1 and Tier II issues. Receive customer contacts via phone and email; use PeopleSoft to log, track, and monitor status of service, thoroughly documenting issues and corrective actions to streamline future troubleshooting efforts. Draw upon strong analytical and problem solving skills to diagnose hardware, software, and network connectivity. Resolve escalated technical support issues received from customers and moderators via social media forums.

Key Contributions: ** Resolved majority of problems on first contact; followed proper escalation procedures to ensure complex problems were communicated accurately to senior engineers. ** Assisted Authorized Service Facilities (ASFs) with hardware troubleshooting and administrative tasks, helping minimize service turn-around time for customers. ** Trusted with authority to make command decisions involving warranty claims; used sound judgment in determining level of complimentary service based upon warranty status and customer situation. ** Set standard for technical support and customer service performance; received top evaluation ratings consistently from customers and management. INFINET, Norfolk, VA TECHNICAL SUPPORT REPRESENTATIVE, 1998 – 2000 Technical Scope: MS DOS, Windows, Mac OS, Eudora, Outlook Express, Netscape, Internet Explorer, Lotus Notes, Vantive call tracking software Provided technical assistance to end user customers as knowledgeable and courteous subject matter expert in front-line service role; configured and troubleshot variety of email tools, web browsers, and dialup Internet connection software on several operating systems.

EDUCATION
TIDEWATER COMMUNITY COLLEGE, Virginia Beach, VA Associate of Science in Business – in progress STRAYER UNIVERSITY, Chesapeake, VA Coursework toward Bachelor of Science in Information Technology / Networking