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Brittany Nicole Thompson
Support Desk
Qualifications Summary:
Cisco Certified Network Associate (CCNA) certification
Highly personable Customer Service Professional with over four years of experience in Helpdesk, claims and sales processing, leasing and call-center operations.
Talent for identifying customer needs and presenting appropriate company product and service offerings, therefore creating great NPS.
Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business.
Track record of assisting in the design and implementation of reporting procedures that reduce labor costs and improve customer-satisfaction ratings.
Expertise in resolving escalated customer service issues, billing and technical support issues
5+ years’ experience with Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Access, and Microsoft Outlook), Microsoft Exchange, Live Communications Server 2003 (LCS)
4+ years in desktop support (installations/configuration/troubleshooting), routing protocols, data services, managing PBX systems, Call Center systems, VoIP solutions,), Unix, Cisco routers and Windows Server 2003
3+ years of VPNs, Ethernet, and DSL configuration and support
2+ years Remedy management, Active Directory, Main Frame, Citrix and Oracle support
3+ years’ experience switch and router support including Nortel and Alcatel- Lucent switches
Received outstanding positive comments from co-workers and customers on employee reviews, as well as exceptional feedback from senior management
Professional Experience:
Hewlett Packard Conway, Arkansas November, 2009- September, 2011 Escalation Support Coordinator
-Provided timely, quality, Tier three support and act as primary contact for field staff and end users.
-Management of major accounts and resolution of technical issues for critical business customers.
-Provided critical thinking skills to isolate issue to resolve incidents quickly and consistently.
-Assisted customers and front-line agents with issues/resolutions regarding Cisco router and PIX firewall operations in an enterprise of various WAN scenarios such as a Mainframe, point-to-point and secure VPN over the internet
-Analysis, installation and configuration of Windows 7 operating systems.
-Monitored network performance, troubleshooting problems and maintaining systems such as POS and back up solutions.
-Resolve helpdesk requests in-house employees through Active Directory.
-Managed the purchase of software, hardware, phone and other IT supplies as needed.
- Provided Support for Windows 2008/2003 server setup/install/management
-Dispatched engineers to resolve server side incidents on site
-Built and maintained strong, trusted technical relationships between Microsoft and strategic partners in the UC marketplace.
-Other responsibilities include, but limited to, replicating customer networks, remotely accessing customer’s PC, documenting customer network activities/issues.
-Last point of contact in regards to any technical escalation and resolved to not impact the company.
Alltel/ Verizon Wireless Little Rock, Arkansas December, 2007- March, 2010 Service Support Lead for the Little Rock call center at Alltel Corporate office, (now Verizon Wireless)
-Provided exceptional customer service and technical support for internal and external voice and data product customers.
-Troubleshot hardware and software issues and identified network/applications issues
-Provided detailed information on how to set up/configure data and voice products.
-Responded to helpdesk requests for network systems and applications.
-Verified provisioning and diagnosed device or Network issues as well as voicemail platform and Blackberry support as well as Droid and apple support.
-Troubleshot PC Operating systems, specifically Device Manager and TCP/IP configuration.
-Used various administrative department tools and on-line resources for customer resolution.
-Used the Remedy trouble ticket system for tracking customer interactions and problem request
Bevron’s Sales and Leasing Forrest City, Arkansas May, 2005 to June, 2007
Customer Service Representative/Accounts Manager
Served as Customer service representative and managed restaurant supplies for the Delta region
-Promoted to manager of over 10 employees
-Collaborated with Customer Care Manager to create strategic plans to enhance customer satisfaction in restaurant
-Worked closely with other departments to promote sales on appliances, clarify information, and distribute reports.
-Gathered, analyzed, and reported daily/weekly/monthly sales and service statistics, while enhancing employee performance and attendance through daily mentoring, one-on-one discussions and motivational strategies.
ACKNOWLEDGEMENTS
*Appointed to assist Training Manager in creating and updating training materials; also in charge of preparing weekly Reports for Customer Care Supervisor
*Achieved perfect score on all phone monitors throughout tenure
*Received Customer Service Award for outstanding track record of positive customer feedback EDUCATION AND TRAINING
2006- High school Diploma
2006-2007 East Arkansas Comm. College 2007-current-University of Arkansas at Pine Bluff (anticipating graduation May 2012)