Chris Chapman
10674 Bald Eagle Cir
Firestone, CO 80504
303-727-0064
C.R.Chapman@hotmail.com

EXPERIENCE:

06/20/11 - 08/17/14
IBM (through Manpower)
MVS Focal
Kevin Simkiss (Manpower Manager)
303-248-6731
Matt Salas (Team Lead)	Einer Peterson(Team Lead)		Erik Romberg(Team Lead)
307-421-8601		720-365-2358			720-435-0673

At IBM, I am a TSR for the Call Handle account. In this role I work with field engineers and customers. I dispatch tickets to technicians, in some cases I am required to call them at home for late night calls. I also create hardware tickets for customers experiencing problems with their IBM machines. This involves asking the customer to provide specific information about the device. As a Call Handle agent, I receive calls from customers who have existing tickets out in the field. These calls can range from the customer wanting a status update, to upset customers that have not received service in a timely manner. I was made the Focal for my shift which came with a few more responsibilities that include answering questions from my fellow agents, going through the dispatch calls and making sure that they are all handled quickly and correctly. I am also a small part of the User Support Group, in which my role is to reset passwords for techs that cannot log in to their systems. I was recently promoted to the Focal position for the Multi Vendor Support team. In this role I am responsible for processing third party contracts, making sure the tickets created for specific customers are handled correctly and timely. If any issues arise, I am responsible for working with both the customer and the vendor to resolve them. I also retain my previous reponsiblities and roles. When the Team Lead is not available, I am the acting Team Lead.

02/28/11 - 06/08/11
DirecTV
161 Inverness Drive West
Englewood, CO
Customer Service Representative
Joe Glavan
303-712-4128

As a CSR for DirecTV I provided basic technical support for customers who were experiencing problems watching their TV. I also handled several billing questions, though this was not the area I had been trained in.  There was also a small bit of sales involved when trying to get customers to add specific programming or equipment on to their accounts. The type of technical issues ranged from only having a black screen on the TV to getting an on screen message that state the customer was not receiving a satellite signal. I took about 23-30 calls a day for normal call volume.

10/19/09 - 02/22/11
IBM (through Career Connections Inc.)
Fluor Focal
Boulder, CO
Donna Strayer	Lisa Cantu	Rob Holburn	Jeremy Zielbuaer 
303-354-2375	970-313-7775	303-522-6267	720-447-0631

I provided tech support at IBM for the Fluor account which spans the entire globe, some of the specific sites that I support are located in Afghanistan, Iraq, Manila, Saudi Arabia, India, England, Australia, Russia, Bosnia, and the United States.  I responded to calls that range from password resets to more technical questions about networking and errors within Fluor's specific programs.  I was promoted to the Back-up Shift Lead position about a month after I started where I am responsible for handling severity issues and answering questions from other agents.  I also ensure all tickets are closed at the end of my shift.  I progressed from taking phone calls to handling all email traffic received during my shift.  I received, resolved, and responded to over 200 emails sent to the Help Desk per night.  I was also responsible for handling Service Order Requests as well as my regular duties. These are automated messages sent to the Help Desk to create, setup, activate, and sometimes reactivate users accounts.

11/07 – 08/08
Courtesy Clerk, Albertson’s LLC
Lafayette, CO
Jamie Klienman
303-665-4510

As a courtesy clerk, I assisted customers to locate products, bagged groceries, and helped customers to their cars.  I stocked shelves, cleaned and straightened the freezers, and returned unwanted merchandise to the shelves.  I retrieved shopping carts from the parking lot. I assembled display products.  I also cleaned up spills in the aisles, cleaned bathrooms and took out the trash.  I occasionally performed cashier duties as a trainee.

05/06 – 05/06
Coal Creek Bowling Center	
Lafayette, CO
Pete  
303-673-0772 

I was responsible for the operation of the snack bar.  My duties included preparing and serving a wide variety of fast foods and drinks.  I performed as the cashier for the snack bar receiving payment and making change.  I also maintained the snack bar area and equipment.  I cleaned the grill, deep fryer and soda fountain at the end of my shift. I cleaned the counters, tables, and floors periodically during my shift.  I broke my leg a few weeks after I started and I had to leave as I was in a full leg cast for three months.

EDUCATION:

Erie High School Graduate, 2007

QUALIFICATIONS:

·	Interpersonal skills
·	Ability to use several different ticketing systems to quickly and accurately acquire information from the customers.
·	Ability to read trouble ticket and relay accurate information to customer
·	Ability to de-escalate frustrated customers
·	Basic troubleshooting for desktop/laptop
·	Basic troubleshooting for Windows passwords using Active Directory System
·	Basic troubleshooting for IBM Lotus Notes
·	Basic troubleshooting for Citrix/RSA tool
·	Basic network troubleshooting
·	Ability to use Lotus Symphony and Microsoft Excel to create/edit a spreadsheet that can be viewed in both formats
·	Ability to perform multiple tasks at one time

PERSONAL REFERENCES:

Sam Douthrich                        Joan McDaniel		Oscar Scott
5284 Rustler Trail                   884 Taylor Lane		5258 S Espana Circle
Parker, CO  80134                    Erie, CO 80516		Centennial, CO 80015 
303-690-9700                           303-665-5861		303-617-7452

PROFESSIONAL REFERENCES:

Jeremy Zielbuaer		Einer Peterson		Erik Romberg
720-447-0631		720-365-2358		720-435-0673