CUSTOMER SUPPORT SPECIALIST

LAWRENCE A. BUHROW

*** ********** ***., ***********, ** 43085 614-***-**** actaja@r.postjobfree.com

Offers

A quick hands-on learner in administrative support settings, I adapt easily to the needs of employers. Through placement in contract I.T. jobs via technology staffing firms my focus recently has been on customer support in help desk team settings. Here I’ve had the opportunity to master business software tools aimed at customer support. Now I seek a permanent customer-facing position. I excel in finding solutions for colleagues and others in a welcoming environment by using all my skills to build organizational efficiency and satisfaction of those I serve.

TECHNICAL EXPERIENCE

Business software for customer relations management

Microsoft Office 2003, 2007, 2010: Lync, Excel, Word, Outlook, PowerPoint

Windows Operating Systems: XP, Vista, 7, 8.1, 10

Web browser management: MS Internet Explorer, Google Chrome, Mozilla Firefox

FileMaker Pro 11.0 Database

A variety of Help Desk skills, including user account management and online support to callers

PROFESSIONAL EXPERIENCE

CUSTOMER SERVICE & INFORMATION TECHNOLOGY

Short-term Contract Jobs: Technical Roles July 2013 – Oct 2015

Digital Technology Support Agent, McGraw-Hill Education, Inc.: Help desk technical analyst employing Salesforce, a knowledge base wiki system, and other customer relationship software to manage accounts * walk callers through solutions * use knowledge of browsers, computer systems, mobile devices and websites to troubleshoot and solve tech-related access problems for customers who rely on our digital products daily

Data Examiner, Cott Systems, Inc.: Process into digital formats 1000s of images from older media * use software to insure optimal quality * then synchronize new digital files with database records for easy retrieval

Technical Analyst, Ohio Society of CPAs: Quickly respond to technical access problems of remote users via instant message and email * act to pre-empt potential technical problems for users * master the Aptify business management software to update database in record time * improve quality and protocols for future use

Client Services Representative, Battelle for Kids: Collaborate within a help desk team addressing the seasonal high volume of calls and emails from web-based application users to meet data submission deadlines * provide quick training, reset passwords, detect problem patterns, document client issues * escalate critical issues with company’s proprietary ticketing software

Technical Client Analyst, ADP/IntegraLink: Transfer sales and service data from automotive services dealer management systems * when needed, remotely enter those systems to troubleshoot and correct problems in their data transport process * receive and process data via a secure FTP site ensuring data integrity before delivery to our clients * escalate critical issues with proprietary ticketing software from the help desk team to Tier 2 support

Computer Technician, Hewlett Packard for J.P. Morgan Chase: Join a coordinated team effort to set-up and optimize networked desktop systems for bank’s corporate center staff * solve break/fix issues as onsite technical support to users of enterprise network systems

Operations/Technical Support Intern, Per Scholas Institute: Screen IT training program applicants via phone interviews * provide technical and administrative support for IT program trainers, students and staff * configure Windows OS for student laptops

CUSTOMER SERVICE & ADMINISTRATIVE / TECHNICAL SUPPORT

Permanent Full-Time Job May 1998 – June 2011

Information and Resource Coordinator, Brain Injury Association of Ohio: Maintain customer and resource databases (FileMaker Pro) that are the basis for quarterly and annual reporting * Develop data-entry rules to be more useful to future users * Managed state-wide toll-free helpline * Analyze customers’ confidential health information to develop strategies for problem-solving * Interpret health research results for ease of customer understanding * Present talks about the basic medical and service challenges for an injured and vulnerable population * Plan and manage annual conferences and conduct training for CEU-earning professionals * Supervise student interns * train new staff and volunteers * coordinate travel and appointments for staff and board * Process invoices with business documentation software * Conduct annual monitoring and review of database records for quality assurance * Promote use of social media to share information with stakeholders and the public

EDUCATION & PROFESSIONAL DEVELOPMENT

A+ Certification in Information Technology

Per Scholas, Columbus, Ohio, Intensive eight-week training

(CompTIA ID #: COMP001020595210)

B.A. in History

The Ohio State University, Columbus, Ohio

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