1. TIMOTHY SCOTT HARLESS
2147 AZTEC DRIVE
PUEBLO, COLORADO 81008
(937) 564-8926
Summary of Qualifications
IT Helpdesk Technician:
Daily job duties including answering phone calls in regards to work orders and issues such as
hardware and software of Windows XP and Windows 7 machines alike. Troubleshooting daily
compatibility issues and remote server assistance to computers in the domain of the network.
Maintain functionality of end user devices and machines.
Customer Service Representative:
Honing and fine tuning the ability to troubleshoot issues while handling and controlling a
positive call flow. Assisting Verizon Wireless customers in a way to benefit themselves and the
company, while efficiently maintaining call quality and efficiently resolving the customer’s
issues. Working with customer data through multiple systems including billing, profile, and
device information.
Team Lead:
Boost morale, assist in Team Meetings, Peer-to-Peer Coaching’s, Side-Jacking with team to help
ensure and reinforce policies and quality, improving team scores.
Floor Support:
Utilizing knowledge and resources to assist new and tenured agents alike in assisting customers
throughout the call center and Transition Bay. Assisting Workforce management by monitoring
and reporting call drivers for longer than average call durations.
Supervisor:
Using knowledge and experience as a tool to help better serve customers and myself alike, while
maintaining and empowering current leadership and assisting agents in call work. Not only to
make the experience and environment of the employees better, but also to ensure the success of
the workforce morale of the company employment. Leading a team of agents to success in
servicing customers daily, coaching agents on strategies to improve their job duties, creating
commitments to complete weekly, and monitoring the status of agents in talk. Also include,
listening to recorded calls, live monitoring calls, providing feedback to the agent necessary to
ensure quality assurance, and taking over calls where a customer escalates from an agent to
speak with a Supervisor.

2. Technical Support:
Troubleshooting escalated Tier 2 issues efficiently to reach a resolution for the customer.
Monitoring account access information and filing reports for outage alerts in a specific coverage
area. Resolving customer issues through many different manual systems in the Verizon Wireless
Mobile Telephone Access System. Escalating network issues for repair and calling the customer
back at resolution.
Work History
Colorado State University - Pueblo: (February 2015 – May 2015)
(719) 549-2002
Responsibilities
• Answering phone calls regarding issues with student and faculty accounts both.
• Face-to-face customer service at the helpdesk regarding various issues.
• Inputting issue data into work order ticket for further investigation.
• Investigating current work orders needing addressed.
• Scheduling study rooms for student use.
• Imaging machines for specific department use.
• Printer maintenance daily, making sure enough paper is supplied.
• Traveling across campus for various IT projects.
Xerox Services: (May 2013-August 2014)
Respond to telephone inquiries and troubleshooting issues. Gather information, research and
resolve inquiries and logging customer calls. Communicating appropriate options for resolution
in a timely manner. Inform customers about services available and assesses customer needs.
Skills, Knowledge, and Abilities:
• Prior customer service and/or technical support experience systems
• Experience with mobile technology
• Knowledge of Windows and OS X operating
• Use a computerized system, responding to customer inquiries in a call center
environment
• Respond to telephone inquiries and complaints using standard scripts and procedures
• Gather information, research/resolve inquiries and log customer calls
• Communicate appropriate options for resolution in a timely manner
• Inform customers about services available and assess customer needs
• Schedule work to ensure accurate phone coverage; monitor priority of calls and shift
escalated calls to assure resolution to problems
• Prepare standard reports to track workload, response time and quality of input

3. • Assist in planning and implementing department goals and make recommendations to
management to improve efficiency and effectiveness
Greenville Technology Incorporated: (June 2012 – January 2013)
(937)548-1471
Responsibilities
• IT Technician and PC Troubleshooting
• Network hierarchy design and IP addressing scheme
• Windows Server 2008 maintenance
• LAN and WLAN troubleshooting
• Imaging of Windows 7 operating systems for PC replacement project
• Assembled and packaged model parts for Honda
Greenville City Board of Education: (September 2011- May 2012)
(937)548-3185
Responsibilities
• Troubleshoot and fix computer related issues
• Maintain network functionality
• IP addressing
• Experience with switches and router configuration
• Follow specific instructions and respond to specific requests
• Extend a hospitable attitude toward customers and co-workers on the job
Education
Colorado State University Pueblo, Colorado 1 years 2015-Present
Greenville High School Greenville, Ohio 4 years 2008-2012
CIS Technical Preparation Greenville, Ohio 2 years 2010-2012
Edison Community College Piqua, Ohio 2 years 2010-2012
Sinclair Community College Dayton, Ohio 1 years 2012-2013
References
Koran Payton Supervisor (719)205-1683
Stephen Weichenthal Friend (614)725-9020
Nathan Sharp Instructor (937)548-4188