Customer Service Software

RYAN E. RIGGS

** ****** ** ( Springboro, Ohio ***66 ( H 937-***-**** (C 937-***-****

( **********@*****.***

summary

A highly skilled and innovative information technology professional

with broad-based expertise in database administration, wireless and

computer operations, call centers, hardware and software, applications

development, troubleshooting, as well as technical and end user

support. Continually provides excellent service to clientele,

ensuring repeat business. Streamlines processes to increase the

efficiency of an organization. A driven contributor who achieves long-

term company goals.

TEchnical skills

Microsoft Office Suite, Access, Hyperion, Fidelity Passport, Alert,

POS Control, PC Transact It, ICVERIFY, Windows, MacOS, DOS, VBA, SQL,

AS/400

experience

LUXOTTICA Retail (through adecco) Mason, Ohio

Eyemed Membership EDI Data 2010-2011

> Loaded data files into the Eye400 system.

> Verified validity of data and data type.

> Verified that loads were within pre-determined ranges to properly meet

client requirements.

> Tracked daily load data on reports.

SIEMENS IT SOLUTIONS AND SERVICES (through Brooksource) Mason, Ohio

Helpdesk Agent 2010

> Supported an investment firm in installation of software and

troubleshooting connectivity remotely to the network.

> Assisted users over the telephone with their system issues.

> Helped troubleshoot multiple software packages including Microsoft

Outlook, Microsoft Office and Hyperion.

TECHNICOLOR (through staffmark) Wilmington, Ohio

Digital Tech 2009-2010

> Assisted movie theatres over the telephone and internet with network

troubleshooting through RDP.

> Assisted movie theatres in troubleshooting issues with their on screen

advertising equipment and playback.

> Worked tickets within the Alert Ticketing System.

> Assisted movie theatres in troubleshooting playback issues with digital

film content.

> Assisted movie theatres with shipping and receiving of computer

equipment, digital film and digital keys.

SIEMENS IT SOLUTIONS AND SERVICES (Through Consultants To You) Mason,

Ohio

Helpdesk Agent 2008-2009

> Supported a bank in a conversion of a company to the bank's software.

> Assisted users over the telephone with their system issues.

> Helped troubleshoot multiple software packages including Microsoft

Outlook and Microsoft Office Suite.

> Collaborated with multiple other helpdesks to assist all users with

software conversion questions.

> Maintained a high level of professionalism.

National City Mortgage Miamisburg, Ohio

Secondary Marketing Database Analyst 2004-2008

> Collaborated with colleagues on system related data for departmental

workflow

> Ran daily jobs in AS/400

> Queried AS/400 system for data and generated reports from queried data

> Troubleshot AS/400 error messages on jobs

> Streamlined data pulling from systems/servers and used Excel VBA macros

to update daily tasks.

> Instituted method to ease tracking of loans in Held for Sale status.

> Created multiple databases for receiving and distributing data to

multiple departments.

> Developed three Access databases from scratch for Problem Loan

Resolution department.

> Ran multilevel Hyperion/Fidelity Passport queries on mortgage systems.

> Implemented processes to make system information readily available to

users with report generated data.

Clientlogic, Inc. Oak Ridge, Tennessee

Bellsouth Tech 2001-2003

> Answered phone calls for Bellsouth digital subscriber line (DSL)

customers.

> Worked closely with customers on installation, maintenance and

cancellation of DSL via telephone.

> Aided customers and shipments of DSL modems via telephone.

> Troubleshot problems, accessing network and ability to connect to

Internet.

> Spoke with network center operations to determine area issues to improve

customer connectivity.

> Maintained high-quality customer service rating from clientele,

resolving issues in a timely manner.

> Contributed to development of customer relationship management database

and supported DSL on Windows/Mac.

> Enabled completion of unprocessed orders and trained new employees.

Nova Information Systems Knoxville, Tennessee

Senior Personal Computer Support Technician 1999-2001

> Troubleshot credit card processing issues from merchants running

software on personal computers.

> Resolved issues regarding wireless transmittal of information for

processing via credit card terminals.

> Collaborated with Baltimore Orioles to install credit card processing in

stadium via wireless terminal software.

> Settled issues with credit card processing quickly and efficiently.

> Discovered problems with software packages and reported to programmers

for resolution.

> Worked closely with customers via telephone on troubleshooting,

installing and removing of PC Transact It software.

> Aided customers with credit card processing via telephone.

> Supported POS Control and worked closely with customers on web-based

processes in IBM, Macintosh and Linux.

> Served as contact for employees with questions regarding specific calls.

>

education

Pellissippi State, Knoxville, Tennessee, Degree in Computer Science, 2000

ceRtification

CompTIA A+, 2003

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