Customer Service Years Experience

Mary Reddington

* ******* **** ******, ** ***** 732-***-**** *******@***.***

Profile

Self motivated, personable IT professional with four years experience managing a Service Desk team of seven, supporting

1800+ remote users. Talent for mentoring, motivating, directing, coaching and training staff. Ability to absorb, retain and

share information. Exceptional written and oral communicator. Extensive application support with over nine years experience

in the IT support field. Excellent knowledge of computer hardware and software. Exceptional analytical and problem solving

skills. Interact with executive team on a daily basis. Ability to translate highly technical information into non technical terms.

Outstanding customer service orientation.

Technical Skills Summary

OS 2000/XP/Vista EAM PC

Office 2000/XP/2007 Sx.enterprise v4.1 Thin Client

Citrix v4.5 Presentation Data Warehouse Laptop

Server Kronos v6 Printer (local & network)

IET Solutions Workcenter Cognos Blackberry

(ITSM) v8 Aspen 360 Cisco Router

Active Directory Xatanet Switch (Avaya, Extreme,

Symantec Endpoint Billtrust Foundry)

Avaya Integrated Brivo ACS5000 S

Management v5.0.11

Professional Experience

SERVICE DESK MANAGER Bradco supply, 2006 DEC. 2010

Manage Service Desk Analysts, including staffing, recruitment, supervision, scheduling, development, evaluation,

and disciplinary actions.

Implemented a daily Customer Satisfaction Survey using Survey Monkey. Analyzed and published results which

yielded a rate of 97.5% overall customer satisfaction.

Review daily incident reports to identify trends. Review trends and develop plans to prevent/treat these incidents.

Participate in the implementation of new Service Desk incident/problem management software (from Track It to IET

Solution’s ITSM).

Update incident tracking system with most recent information, policies and procedures, so that it can be used as a

knowledge base.

Train, mentor and coach Service Desk staff. Arrange specialized training for staff as needed.

Maintain a high level of employee morale within the team.

Assist Service Desk team with hard to resolve issues. Educate team members on resolutions.

Review incidents logs to evaluate Service Desk staff performance. Provide feedback to staff on findings.

Review daily ACD phone logs. Create and maintain monthly and yearly ACD statistic reports.

Manage the process of incoming phone calls and emails to the Service Desk to ensure courteous, timely, and effective

resolution of end users issues.

Develop and enhance cooperative interdepartmental and vendor relationships and communications.

Demonstrate an understanding of customer and business needs.

Evaluate Service Desk standards and metrics for continuous customer service improvements.

Process end user system access changes, which includes new hires, terminations, and transfer of location and/or title

within Active Directory and all other supported systems.

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Mary Reddington

3 Outcalt Road Edison, NJ 08817 732-***-**** *******@***.***

Answer incoming calls and emails during peak volume to directly assist end users on all reported issues.

Attend conferences and training seminars to keep current on Service Desk issues and technologies.

Schedule testing and support for new applications and enhancements as needed.

Recognize staff’s strong suits. Assign staff to specific projects based on these strengths.

Create & maintain list of all supported systems and hardware.

Coordinate and support annual physical inventory for 130 locations nation wide.

Active participation in weekly Change Management and Daily Status meetings.

SERVICE DESK REPRESENTATIVE Bradco supply, 2001 2006

Answer and respond to incoming phone calls and emails in a timely and courteous manner.

Record, track and document the problem solving process, including all successful and unsuccessful

decisions made and actions taken, through to the final resolution.

Follow up on open incidents, providing updates to end users.

Escalate incidents to and work with second level support members on hard to resolve reported issues.

Provide technical support for all IT supported hardware and software.

Remain current on company policies, procedures, supported hardware and software.

Perform hands on fixes at the desktop level, including installing and updating software, hardware and

configuring systems and applications.

Complete ad hoc service and report requests.

Assist with QA and testing as needed.

Assist team members with hard to solve reported incidents and requests.

Attend training for supported hardware and software as needed.

Committees/Memberships

Help Desk Institute Physical Inventory Distribution List Clean Up

Change Management HQ System User Region Re alignment

SWAT Team Group Sx.e System Roll Out

Daily Status

Previous Employment History

Aetna us healthcare – Cranbury, NJ

Billing Premium Consultant, 1997 – 2001

COMCAST CELLULAR ONE Cranbury, NJ

Customer Service Representative, 1995 1997

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Mary Reddington

3 Outcalt Road Edison, NJ 08817 732-***-**** *******@***.***

Education

the chubb institute – north brunswick, nj

Diploma in Computer Technical Support, 2001

Accreditations

HDI Member

A+ Certified Service Professional

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