John Hale
Boise
Summary
Customer care professional with strong background in technical support, network troubleshooting, and CRM data management. Resolves server and client issues, recommends hardware and software solutions, and provides remote assistance. Efficiently manages records, inventory, and customer inquiries to deliver accurate and high-quality service across diverse industries.
Overview
23
23
years of professional experience
Work History
PC Help and Network Technician
Freelance
05.2011 - Current
- Resolved network-related issues on server and client side, improving system uptime and reliability
- Provided remote desktop support using Team Viewer and LogMeIn, increasing user satisfaction and minimizing downtime
- Configured server and client software, including Active Directory, MySQL, QuickBooks, and Excel, enhancing access and functionality
- Recommended software and hardware solutions to address business needs, improving operational efficiency
- Managed component purchasing and built server and client hardware with Server 2008, streamlining setup process
Benefits Support Specialist
Workscape
Meridian, ID
08.2010 - 01.2011
- Resolved customers' inquiries over the phone regarding Health benefits packages, increasing customer understanding and satisfaction
- Entered and updated customer benefits accounts in CRM, enhancing data accuracy and minimizing errors
- Compiled detailed notes on interactions, documenting resolution steps and follow-up suggestions to improve service quality
- Conducted routine outbound calls to confirm issue resolution, supporting customer retention efforts
Technical Support Representative
WDS Global
Meridian, ID
03.2010 - 07.2010
- Troubleshot network and signal issues for phones, air cards, and cellular services using multiple databases, minimizing escalations
- Assisted customers with account changes, phone setup, and Smartphone operation, enhancing first-call resolution rates
- Entered call-related information into CRM for accurate account management and resolution tracking
Records Technician
City of Rancho Mirage
Rancho Mirage, CA
11.2005 - 12.2007
- Entered data for city structures and organizations, resolving incomplete or incorrect data through external inquiries to enhance data integrity
- Scanned city documentation, including blueprints and legal data, for input into Oracle database to improve digital record accuracy
- Coordinated with adjoining city office branches to ensure data accuracy and streamline interdepartmental communication
- Organized residents' files for secure storage in the city vault, maintaining compliance with record-keeping standards
Administrative Records Assistant
Communications Test Design
Aurora, CO
08.2003 - 07.2004
- Created and maintained detailed Excel spreadsheets to track labor output, enhancing workforce planning.
- Managed inventory of parts in the warehouse and tracked daily usage for repairs, reducing stock discrepancies
- Monitored location and organized re-allocation of supplies within the warehouse, optimizing resource distribution
- Ordered service repair parts and office supplies to ensure seamless operations.
- Handled incoming and outgoing phone calls to facilitate timely job completion.
Education
Bachelor of Business - Business
Boise State University
Boise, IDHigh School Diploma -
River Valley High School
Hailey, ID01-2011
Skills
- Network troubleshooting
- Technical Troubleshooting
- Network configuration
- Hardware installation
- Hardware Assembly
- Remote support
- Inventory Management
- CRM Systems
Timeline
PC Help and Network Technician
Freelance
05.2011 - Current
Benefits Support Specialist
Workscape
08.2010 - 01.2011
Technical Support Representative
WDS Global
03.2010 - 07.2010
Records Technician
City of Rancho Mirage
11.2005 - 12.2007
Administrative Records Assistant
Communications Test Design
08.2003 - 07.2004
Bachelor of Business - Business
Boise State University
High School Diploma -
River Valley High School
Additional Information
- Skills
- Computer hardware and software support MS Office Suite: Word, Excel, PowerPoint
- Printer and other peripheral setup and support Inbound and Outbound Calling
- Local server support and Active Directory Accurate and detailed record keeping
- Consumer level network support (TCP/IP) Ability to cross train duties
- KB Article and Problem Database Research Typing 65 WPM