Eniola Albi

***** ***** ***

Dolton, IL *****

318-***-****

acdt40@r.postjobfree.com

Objective:

To work with a progressive organization where my skills can be utilized

Education:

Job Corps Center

Grand Rapids, MI

Business/GED certificate

Employment:

Ranstand, Waukegan, IL

Help Desk Analyst 2013-

.Triage/troubleshoot/diagnose/resolve incidents through use of experience,

available documentation and tools.

.Document all relevant data on issue unable to resolve (including incident

specifics and any actions taken to attempt to resolve) and escalate to

appropriate Service Desk or support team.

.Triage outage assessed as being critical/high priority and follow

procedures to escalate the incident to the Critical Response Team.

.Communicate any current outage/critical incident status to callers and, if

new information/symptoms reported, communicate to the tactical response

unit to update team on technical bridge.

.Participate in continuous process improvement activities, making

recommendations whenever possible.

.Participate in project work

.Comply with HIPAA, diversity principles, corporate integrity, compliance

program policies and other applicable corporate and departmental policies.

T-Mobile Augusta, GA

Customer Service and Sales Representative, 2012-2013

1. Resolve a variety of customer inquiries such as technical and billing

questions

2. Solve problems independently and make decisions that you consider to

be in the customer's best interest

3. Interact with other departments to resolve customer issues or provide

additional services

Teleperformance Shreveport, LA

Advanced Technical Support Rep, 2011-2012

1. Provides inbound telephone support via a proprietary computer system

to customers experiencing technical difficulties and equipment

problems in order to reduce service calls and improve customer

satisfaction

2. Assist customers with new activations of their devices, troubleshoot

internet issues, dropped calls, any network issues affecting their

devices

3. Assist in other departments as needed (i.e. making payments, adjusting

bills, explanation of bills)

AT&T Shreveport, LA

Customer Assistant, 2009-2011

1. Provides inbound telephone support via a proprietary computer system

to customers experiencing technical difficulties and equipment

problems in order to reduce service calls and improve customer

satisfaction

2. Assist customers with registration, email creation, DSL physical line

signal testing, modem/filter set-up

3. Interact with other departments to resolve customer issues or provide

additional services

Computer Skills:

1. Microsoft Word 2010 Windows 7 Professional

2. Microsoft Excel 2010

3. Microsoft Outlook 2010

References Available upon request

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