Customer Service Manager
Resume:
Brandy C. Mosley
**** ******* ***** ******* #**** Frisco, TX 75035 M: 318-***-**** E: *********@*******.***
Experienced Technical Support Analyst
Seeking a position in an office environment, where there is a need for a variety of office management tasks including,
problem solving, computer knowledge, organizational abilities, business intelligence and database program use.
Knowledge and Use:
Remedy, Service Now, Seibel, HP Service Manager
Training and knowledge of SQL Server Management
LAN/WAN Troubleshooting
Active Directory Administration and End User Support
Knowledge of HIPAA privacy and Security rules
Remote Access Tools (LogMeIn, GoToMeeting, Team Viewer, Dame Ware)
10+ Years troubleshooting VPN & Static IP Configurations
Mobile Device Support (Android, iPhone, Blackberry and iPad Support)
Technical skills include:
Understanding of the IT infrastructure Able to work independently and efficiently to meet
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deadlines.
12+ years of experience in information technology
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Self-motivated, detail-oriented and organized
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Analytical thinking, decision making, & problem
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solving skills Proficient in Internet related applications, E-Mail
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clients, and Web Browsers
Able to promptly answer support related email,
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phone calls Proficiency in Microsoft Office, Outlook including
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Visio, Word, Excel and PowerPoint
Knowledge of hardware configurations and
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troubleshooting. •
Quest Diagnostics Inc. Addison, TX
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09/2011 to
Help Desk Analyst
Present
Assist employees, clients, laboratories and physician offices with all technical issues associated with
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desktop/laptop, mobile device, activations and setup, patient resulting applications, and peripherals
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Provide technical support for all Quest DGX applications, systems, software and hardware within Service Level
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Agreements (SLAs)
Provided employee, client, and patient technical issue resolution via E-Mail, phone and chat
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Provide second level of support to resolve complex problems involving patient resulting applications, and client
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technology components, including but not limited to: client hardware/software, printers, and network components
Provide End-User support with applications, account password reset(s) and access via Active Directory
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Document user's problems through the use of Service Manager 9, including opening, updating status and closing
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problem tickets
Maintain knowledge database and call tracking database to enhance quality and timeliness of problem
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resolutions.
Monitor problem ticket queue to ensure all assigned tasks are completed within specified metric requirements
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AT&T Inc. Shreveport, LA
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08/2001 to 07/2005
Technical Support Analyst
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Assist AT&T clients with network/internet issues and configuration of modem/equipment, and other AT&T
products and services associated with AT&T DSL services.
Provided technical assistance via email and phone support.
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Provided Router/Modem Setup and Installation assistance
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Troubleshoot and configure VPN application and connectivity
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Assisted customers with static IP configurations and IP routing
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Configured software used to connect to internet applications and servers.
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Used remote access tools to assist with complex issues when necessary
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Provided training to customers in the use of system and applications as related to Internet.
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Used Remedy and Seibel ticketing system while escalating issues when necessary
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Gateway Inc.
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Shreveport, LA
IT Support Desk Analyst 08/2001 to 07/2005
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Assist customers with technical issues with all Gateway Inc. products and services.
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Worked on Gateway Inc. account troubleshooting technical issues with Gateway PC and Peripherals
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Assisted Customers/Clients with reformatting and installation of hard drives Technical
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Hardware and Software installation and troubleshooting (Printer/Scanner/Fax)
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Discussed products offered and ensured customer satisfaction
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Assisted, educated, and troubleshoot ALL Microsoft products
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Assisted customers with OS: Windows 98, 2000, ME, XP technical issues
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Utilized Microsoft Active Directory for password and access issues and/or request
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Additional Skills:
Creative thinking and organizational skills
Typing proficiency: 60 wpm
Effective listening skill
Decision making and negotiating skills
Technical and Customer Service skills
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Education
Kaplan University In Progress
BS, Information Technology
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