Rosanne Douglas

**** ************* ** * Columbus, Ohio * 43207 * 614-***-**** * z92afd@r.postjobfree.com

SUMMARY

I encompass a professional history of client service experience in an office environment and customer service. Dedication, enthusiasm and experience add to the professional skills applied to each duty tasked for completion. Experience includes: Help Desk- End User Support, Office Administration and Customer/Client support skills, in addition to professional presentation; effectively communicate with all levels of corporate or government employees. Various skill sets include the ability to organize and prioritize objectives to achieve goals in diverse environments. Various software applications include: MS Office Professional, Remedy Ticketing/Tracking Software, Mercury Test Director, Outlook and GroupWise.

SKILLS

Administration Diversified Financial General

Establish & Maintain procedures Team Lead Business Admin Maintenance Manager

Trainer Compliance driven Proofread Documents Inventory Control

Scheduling Writing/editing Reports Supervise employees

Computer Skills Help Desk Tech

EXPERIENCE:

The Garden City Group, Dublin, OH Feb 28 -present

Call Center, Gulf Coast Claims Facility

• Answer 50 calls supporting claims from the BP oil spill

• Escalate issues as needed

Morgan Stanley Smith Barney, Columbus, OH Dec 10 – Feb 11

Customer Service – Help Desk, Tech 1

• Answer 50-60 calls supporting Financial Advisors

• Balance inquiries; application registration; Quicken/Turbo Tax downloads; Fee reversals

Rewards redemptions; application navigation; data entry functions

The Garden City Group, Dublin, OH Nov 10– Dec 10

Call Center, Gulf Coast Claims Facility

• Answer 75-100 calls supporting claims from the BP oil spill

• Escalate issues as needed

Collabera Columbus, OH

JP Morgan Chase

• Help Desk Tech 1 for Office Communicator 5/5/10-5/21/10

PNC Bank 3/2010-5/2010

Help Desk Tier 1 Support for Quicken/Quickbooks

• Answer 15-20 calls to support newly converted customers set up QU/QB with Online Banking.

• Troubleshoot issues with connectivity and setup of Quicken or Quickbooks applications

• Escalate any issues needed.

State of Ohio, Columbus, OH (6/2009 - 9/2009)

Data Entry

• Temporary data transfer of birth certificate information into the database for the State of Ohio.

Dynamics Research Corp, Andover, MA; Columbus, OH

In conjunction with the State of Ohio, Ohio Jobs and Family Services 2001 – 2008

Help Desk Technician, Level 1- End User Support (2007-2008)

• Help Desk activities identifying user or software problems and inconsistencies, answering calls or email and providing the initial analysis, diagnosis and troubleshooting of events, on a proprietary web based application developed on Microsoft Windows XP Server.

• Providing resolutions or enter defects regarding software problems, desktop issues, and peripherals, working independently and as part of a team, individually answering 40-50 calls daily.

• Assisted in requirements gathering, use case writing and updating, application testing including business and data validation. Documented and recorded all software variances/defects using Remedy Ticketing/Tracking System and Mercury Test Director, CVS Knowledge Repository, along with various MS Software applications.

Project Administrative Assistant (2004-2007)

• Provide administrative support functions to the State Automated Child Welfare Information System (SACWIS) project with the Ohio Department of Jobs and Family Services handling sensitive contacts with governmental, general public or business staff.

• Schedule appointments and arrange and coordinate conference calls, meetings, training classes and site visits including travel arrangements.

• Writing and editing reports, receive, sort and distribute mail and incoming faxes, hiring/training/supervising supplemental employees, procuring supplies.

• Overall support to the Development Staff such as track and document project requirements for the business analysts, create test packets for migration and assist in the assembly and management of design documents and artifacts.

Dynamics Research Corp, Andover, MA

In conjunction with the Department of Justice

Compliance Analyst (2001 – 2003)

• Provide quality assurance, by supplying information through auditing documentation, which is used to determine that the Citizenship and Immigration Service (CIS) practices are in compliance with established policies and procedures.

• Conducted quality reviews of the processes as Lead Analyst or Analyst, plan and facilitate a successful review, document and report all findings or non-conformances.

Premium Tobacco Stores, Benecia, CA

Physical Inventory Auditor 1994 – 2001

• Implemented processes and procedures of retail auditing, defined and communicated issues regarding standards and conditions in effort to produce greater inventory results for each facility audited.

EDUCATION

• Columbus State Community College – Business Administration

• MS Office Professional

ISO 9000-2001 Internal Auditor Training

Citizenship and Immigration Service Manager Training

• I have multiple years of experience utilizing the following software applications:

Microsoft: Word, Excel, Access, Power Point. CVS Knowledge Repository,

Vulcan, Peregrine and Remedy Ticketing/Tracking Software, Novell GroupWise and Mercury Test Director.

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