Summary
Overview
Work History
Education
Skills
Timeline
Brian Bones

Brian Bones

Beecher,IL

Summary

Personable and dedicated Customer Service Representative with extensive experience in the IT industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Dependable Executive Support Tech with 20+ years of helpdesk experience. Successfully assists end-users with complex technical issues. Communicates complicated concepts clearly and professionally handles wide-ranging questions. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

22
22
years of professional experience

Work History

Executive Support IT Tech

Bank of America
Chicago, IL
01.2001 - Current
  • Resolved record-breaking backlog of support tickets following major system malfunction.
  • Developed and managed third-tier resolution process to resolve issues originating from customer retention team.
  • Created and deployed new hire training initiatives.
  • Developed team support strategies and service goals for busy contact center.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Installed and performed minor repairs to hardware, software or peripheral equipment.
  • Answered user inquiries to resolve computer software or hardware operation problems.
  • Maintained records of data communication transactions, problems and remedial actions or installation activities.
  • Oversaw daily performance of computer systems.
  • Performed variety of clerical and administrative duties pertaining to on-site support.
  • Evaluated software or hardware to recommend improvements or upgrades.
  • Set up equipment for employee use, performing or properly installing cables, operating systems or software.

Education

Associate of Applied Science - Electrical, Electronics Engineering Technologies

Taylor Business Institute, Chicago, IL
2019

High School Diploma -

Hirsch Metro, Chicago, IL
05.1995
  • Memeber of Nation Honors Society
  • Member of Principal Scholars
  • Graduated Top 5 out of 300

Skills

  • Resolving Problems and Incidents
  • Collaborative Team Player
  • Microsoft Certification
  • Error Detection
  • Issue and Resolution Tracking
  • Verbal and Written Communication
  • Organizational Skills
  • Technical Troubleshooting
  • Hardware and Software Repair
  • Training Materials Development
  • Teamwork and Collaboration
  • Help Desk Support
  • Microsoft Windows and Office
  • Remote Technical Support
  • Friendly and Patient

Timeline

Executive Support IT Tech - Bank of America
01.2001 - Current
Taylor Business Institute - Associate of Applied Science, Electrical, Electronics Engineering Technologies
Hirsch Metro - High School Diploma,

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Brian Bones