Customer Service Management

A lexandria Edwards

**** ********** **** ***. ***** Atlanta, GA. 30339

C 678-***-**** ***.*******@*****.***

O BJECT IVE

Experienced and accomplished Analyst with over 5 years of customer service experience including an extensive background in technical support and security seeking an

opportuni ty to leverage extensive background.

RELEVANT SKIL LS

Special Projects

Customer Service Technical Skills Operating Systems

Excellent w rit ten and oral Proficient in MS Office Basic OS, Networking and Worked on the development of a File

communication I T knowledge management tool that allowed business users to

securely protect, manage and backup their fi les

to a remote server. Provided extensive t raining

O racle, Siebel, CRG

for customers to ensure they could manage and

Strong analytical and problem databases, Ensemble CSM, Basic understanding of

secure their files efficiently.

solving skills A mdocs CRM, Remedy, NetI, i nt rusion detection,

TCP/IP, Glance, TRKR, SPV, M PLE, firewall

ESM, OMA, HCM, operations, and other

B lackberry Provisioning and general security practices Worked on the design of a broadband service

Operates as a team player

A dmin Tool, Er iccson NAV designed to help keep business PC’s free of

Tool, Er iccson Reveal, spyware, vi ruses, and hackers. Also assisted

E r iccson Falcon, Er iccson customers wi th installation, management, and

Basic understanding of

Detail oriented

Netwatch, Ericcson Cockpit, removal of threats to their PC.

U nix or Linux operating

CDMA/IDEN Mobile CDR, systems

J ira

E xcellent Prioritization Skills

Worked on a remote access utili ty tool which

a llowed Bellsouth customers to remotely access

Basic understanding of

Limi ted experience in t heir computers’ files or programs stored on a

computer network

S killed at learning new M icrosoft Visio, Microsoft host computer. Trained and assisted customers

f undamentals

concepts V isual Studio, M icrosoft w i th installation and management of the

Access, MySQL software.

Work well under pressure

P ROFESSIONAL EXPER IENCE

Dell SecureWorks

05/12 – CURRENT Atlanta, GA

Security Operations Service Desk Analyst

• Identify internal SecureWorks infrastructure outages and escalate to the appropriate groups for resolution including; monitoring, ticketing systems, authentication

servers, databases, productivity tools, and management consoles

• Assesse and escalate to the next level as needed.

• Proactively notify customers of ticket statuses by setting clear expectations and providing timely follow-ups.

• Remotely assist with basic technical support related the management and monitoring of customer security devices including replacement of defective security

devices, setting up read-only accounts to 3rd party management consoles, setting up company escalation procedures/notification alerting, creating custom network

reports, creating/modifying/deleting customer portal accounts, RSA Token management, modifying customer portal account views, and viewing security device

raw logs pertaining to intrusion detection systems.

• Take ownership, triages, and update tickets generated by a CRM ticketing system.

• Document all analysis and work within a Remedy ticketing system.

• Document all communications with customers /internal departments and utilizes internal guidelines for effective call processing and escalation of reported

problems.

• Manage, participate in, and directly work on any additional projects, assignments, or initiatives assigned by management.

• Participates in Disaster Recovery procedures and processes to identify risks associated to consumer and company compliance objectives.

• Identifies, verifies, and escalates user and/or application interface issues to development and conducts test cases to assist in resolution.

Sprint

09/10 – 05/12 Atlanta, GA

Business Wireless Technical Support Tier II

• Investigated and t roubleshot network performance issues and alerted field ops, RF engineers, cell techs and thi rd party vendors.

• Provided daily updates to customers and escalated to the fix agency when updates are not given on a 24 hour basis.

• U til ized network performance tools to verify or view alerts on cell sites’ within a customer’s area

• Acted as a point of contact and communicated with wireless business customers, sales reps, dedicated care reps, National Account

M anagers, etc., to gather and/or provide information and status updates that extend the management process from ticket creation and

i ni tial t r iage to t icket resolution whether it was fixed by the vendor, myself or another Sprint entity.

• Monitored service levels of cell sites and pushed fix agency to complete scheduled carrier and T1 upgrades to servicing cell sites.

• Assisted management with the assigning of tickets to keep CTMS and TRKR queues low and ensure efficiency.

• Successfully managed projects for all business customers providing t roubleshooting assistance

• Proven multi–tasking ability with assisting customers of status updates while investigating network towers and t roubleshooting

customer’s device where appropriate

• Exemplified leadership qualities – a proven leader in assisting team mates with various service concern questions maintaining a “can do”

a tti tude

• Provided empathetic, courteous, quality customer service in an accurate and timely manner in accordance with Sprint protocols as well as maintaining a positive,

problem-solving approach in the spirit of cooperation in the team environment.

• Demonstrated the ability to quickly identify customer needs and present solutions

• Researched, documented, and proposed new methods or modifications to existing methods of customer support processes and solutions

Georgia Department of Corrections-Calhoun State Prison Morgan

09/07 – 09/10, GA

Correction Officer I I

• Responsible for maintaining care, custody, and control of inmates in accordance with departmental policies and procedures.

• Responsibility of touring assigned areas; observing inmate activity in person and on closed circuit monitors

• Identified inmates who have behavioral, medical, or other problems so that appropriate safety and security measures may be taken

• Performed general security duties to prevent escape, disorder, rule infractions, and harm to inmates, visitors, and staff.

Teleperformance USA

09/05 – 01/07 Albany, GA

Bellsouth DSL Technical Support Representative

• Day to day management of customer concerns regarding their mobile accounts with AT&T.

• Liaison for regional customer service directors and management, collaborating on improving quality and service volume.

• Technical assistance on levels 1, 2, and 3 handling and t roubleshooting customer internet connection and various devices provided by

A T &T as well as customer’s personal devices such as web browsers, operating systems, and wireless devices.

• Init iated proper services responsive to the client’s needs adhering to trouble they were having.

• Voice – inbound and outbound live agent capabilities

• Email & Chat – alternative delivery mediums provided through our Instant Service tool suite

Classification: //Dell SecureWorks/Confidential - Limited External Distribution:

• Complete end-to-end Interactive Voice Response technology and capabili ties customizable specific to program requirements.

• Back Office – facilities, technology, and infrastructure to handle back office processing, data entry, mail processing, accounts

receivables/payables, data entry

• Offered customer support for orders placed, i.e., Shipping and Tracking Information, Order verification

• Fielding technically complex inbound calls

• Assessed the needs of callers in a timely manner and instructed how to correct a technical problem

• Resolved issues and complex problems with hardware and software

• Assisted Bellsouth DSL business and residential customers with common DSL related technical issues.

• Provided technical support regarding the Bellsouth DSL connection, their computer, and various amounts of routers including L inksys,

Netgear, and Belkin along with Bellsouth provided routers/modems from manufacturers such as Westell or 2Wire.

• Efficiently and quickly identified and resolved technical problems within customers’ equipment, the Bellsouth DSL connection as well as

any other networking errors or issues that may have conflicted with their Bellsouth DSL service.

• Accessed customer data and provided t icketing databases to help inform customer of billing, technical or service issues.

• Assisted with issues in relevance to DNS, IP networking, Static IP addresses, POP-3, I MAP, SMTP, HTTP, N NTP, and other issues in

relevance to DHCP settings.

• Provided assistance to Bellsouth customers that were undergoing participation in new products that Bellsouth was putting out.

• Provided extensive amounts of oral and wri tten communication to Bellsouth DSL customers. Familiari ty with Oracle CRM ticketing

database, CRG and Siebel Databases.

ACADEM IC BACKGROUND

• Bachelor's Degree in Information Technology with a concentration in Network Administration at American InterContinental University

Online - February of 2011

• Associate’s Degree in Business Administration with a concentration in Information Technology at American In terContinental University

Online - December of 2009

• Currently Studying for SANS GIAC Certification

• Currently pursuing Master’s Degree in Information Technology with Concentration in Information Security Assurance at Kaplan

U niversity Online

Related Courses

Concepts in Information Technology In t roduction to Networks Programming Concepts Application Development Relational Database

Concepts In t roduction to Operating Systems Relational Database Management System Implementation

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