1. RAYFORD BARRON
Fort Worth, TexasH: 8179158107 | rayford.barron@yahoo.com
Summary
* I've been known asa dedicated and highly energetic person who thrivesin pressure situations and can be counted on
when the going gets tough. I always take pride in providing creative direction and out of the boxthinking. I'm able to foster
a lively and professional work environment and values commitment to excellence, innovation, and customer service.
Highlights
Microsoft Certified Solutions Associate (MCSA)
Troubleshooting proficiency Certificate
Exceptionaltelephone etiquette Accomplished with mobile devices
Patient and diligent Technical help desk experience
Vast technical knowledge Strong collaborative skills
Accomplishments
Recognized for outstanding qualityof customer serviceswith numerous customer support awards, and personal
commendations from clients
Experience
POS Support Technician I (Help Desk) 11/2014 to Current
NCR Fort Worth, TX
Position works in high callvolume Helpdeskenvironmentsupporting NCR's customers in providing problem
resolution for NCR products and services Responsible for ensuring the customer's entitlementof services;
Remotelydeliver solutions, work through othersto dispatch service personnel, and when appropriate verify
resolution of a customer's issue that hasnot been escalated;Workdirectlywith the customer to understand and/or
escalate the problem to the next levelFollowing a documented incidentmanagement process,positions primary
responsibilityis to perform Level I technical troubleshooting with end-users of industry-specific point-of-sale
software and hardware (depending on account assignment); Generatesdailyand weeklyincidentreporting;
Reviews incident history to determine recurring faults Provide technicalphone supporton industry-specific
products,systems and numeroussoftware products; Provide accurate and creative solutionsto user problems of
moderate complexityto maximize productor system availability;Take ownership ofservice requestfrom customer
and ensure timely and satisfactory resolution of problem Assistin the resolution ofuser and supportissuesover
multiple user sitesto ensure timelydistribution ofknowledge and cause positive impact on user satisfaction;
Updates work orders and provides status information Research,resolve,and respond to recurring questions
received via telephone calls, emails, and callbacksin a timely manner,in accordance with current standards;
Communicate with customers.
Teir 3 Technical Support Rep 03/2006 to 03/2014
Sprint Fort Worth, TX
Troubleshoot network or connectivity problems for users or user groupsProvide telephone supportrelated to
networking or connectivity issues.
Assist in troubleshooting user problems relating to Operating System issues, Windows XP, Windows Vista,
Windows 7, Windows Mobile Devices, Blackberries, TCP/IP configuration,MS Office Products ,Android,Apple
Products ,Routers, Voip Support Answer telephone and written or Internet-based inquiries ofa technical or
complexnature from customers regarding company products.
Supportis primarily related to external clientsbutmay also assist/advise internal clients.
Analyze predominantly routine problems with nonfunctioning electro/mechanicalequipmentor software
applicationsto identifyproblem areas.

2. Accomplishments: I have also been selected to participate in the Crown Perk program for Customer Service
Excellence.
I was one of the first to be selected to launch and support both the Airave and SDG groups.
Often selected for SME based on my ability to workquicklyto resolve issues,train reps on waysto improve,
successfully de-escalate upset customers and speak with customers and employeesin a way thatis beneficial to
Sprint.
Awarded bonusesfor exceeding corporate goal by20-40% each month
Help Desk 09/2005 to 05/2007
Radio Shack Fort Worth, TX
Answer user inquiries regarding computer software or hardware operation to resolve problems.
Enter commandsand observe system functioning to verify correctoperationsand detecterrors.
Maintain recordsof daily data communication transactions,problems and remedial actions taken,or installation
activities.
Provided technicalsupport to customers, network technologies, and enterprise systems.
Also responsible for resolving issues and performing tasks over the phone for customers, business partnersand
other groups within RadioShack.
Performed variousnetwork and system oriented tasksincluding testing backup data lines,archive tape
procedures and others.
Performed problem diagnosisto resolve hardware and software problems to customer's satisfaction or route
problem to next levelof support for resolution.
Logged or updated all problems accurately and completely in the Remedytracking system.
Education
Associate's Degree: Computer Info Systems Jun 2000
Education OfAmerica Fort Worth,TX
GPA: GPA: 3.0
Computer Info Systems GPA: 3.0
Microsoft Technology Associate: Comptia Network Plus Aug 2014
NEW HORIZONS CENTER Fort Worth,TX
Completed training to obtain MTA (Microsoft TechnologyAssociate) and the CompTIA Network+ Certifications
Skills
Apple Products, Software , Over 10 yearsof Customer Service Experience,DSL,Mobile Phone Support,HTML, MS
Office Products,Microsoft Outlook, Windows 7, Windows 8,Win 2000, Win98, Windows XP, Modems,, Problem
Resolution , Routers, , TCP/IP, Technical support, Troubleshooting,VOIP,