Customer Service Representative

Home: 770-***-****

Cell: 678-***-****

**** ******* ******

Fairburn, GA 30213

Katrina Lipscomb abia3i@r.postjobfree.com

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Qualifications:

I am a skilled Support Analyst with proven leadership and team player

capabilities. I am very detail oriented and analytical. I have consistently

and effectively utilized my strong analytical, customer service, and

interpersonal skills to ensure maximum productivity and development within

major corporations.

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Experience:

ADP Atlanta, GA 2006-2010

Technical Support Analyst II, PC Support (12/2006-8/2010)

Provide second level support to external clients to include logging,

analyzing, and resolving technical issues via phone and remote sessions.

. Instruct clients on software installations, upgrades and updates.

. Assist clients with setup of export/imports and transmission of payroll

files.

. Create and administer digital certificate setups for clients to access

the company's secured internet web based payroll software and support

sites.

. Maintain inventory of the company's payroll software supply to include

preparing monthly projections of payroll software to be ordered; ordered

payroll software.

. Raised departmental service level by managing workforce within the

department.

GEORGIA POWER Atlanta, GA

2005-2006

Customer Service Representative, Collections (8/2006-11/2006)

Assisted customers with their electrical service accounts via phone

support.

. Provided bill balances and made payment arrangements

. Established and transferred customer electrical service accounts.

CERIDIAN Atlanta, GA

2004-2005

Client Support Analyst II, Time and Attendance (7/2004-11/2005)

Provide second level technical support via phone to external customers.

. Structured and ran SQL scripts to update and adjust employee information,

pay policies and timecards

. Export/Imported files for accrual, workgroup, employee and security

updates and payroll transmission.

. Monitored the biztalk server to ensure proper transfer of files

. Adjusted, created, and calculated pay policies, premiums, time codes and

accruals.

MARTA Atlanta, GA 1994-2004

Support Analyst II, Information Technology (10/2002-6/2004)

Provided second level hardware/software support via phone and desktop.

. Logged internal employee's technical issues into the call logging system.

. Analyzed and resolved hardware, software, operating systems (Windows 95,

NT, 2000, XP), and network issues for over 4,500 internal customers.

. Created and administered network, email, and web timesheet accounts.

. Installed, maintained, and configured desktop computers, printers, and

laptops; re-imaged and ghosted.

. Installed and trained company employees on the use of company software

and MSOffice products.

. Served as Help Desk liaison to assist the Project Management and

Networking groups with implementing special projects, and

hardware/software rollouts and upgrades.

MARTA Atlanta, GA

Support Analyst I, Information Technology (2000-2002)

Provided first level hardware/software support via phone for company

employees.

. Provided first call resolution to employee's by logging and analyzing

technical issues.

. Trained on use of MSOFFCE Products and other company approved software.

. Created and administered, network, email and web timesheet accounts.

. Sorted and distributed payroll checks.

. Assisted with departmental projects and provided administrative

assistance as needed.

MARTA Atlanta, GA

Support Center Assistant, Information Technology (1995-2000)

Provided administrative support for all groups within the IT Department.

. Daily data entry (10-key) to produce reports of rider ship for the bus

scheduling department.

. Logged Help Desk Issues into the call tracking databases both Heat and

Magic.

. Performed physical inventory and maintenance of the company inventory

dbase.

. Visited the company records center to store and mount daily/weekly backup

tapes

. Sorted and distributed payroll checks and reports

. Updated departmental policies and procedures as necessary.

MARTA Atlanta, GA

Customer Service Representative, Half Fare Department (1994-1995)

Assisted the elderly and disabled with applying for and using a half priced

bus fare card.

MARTA Atlanta, GA

Internship, Human Resources Department (8/1994-11/1994)

Served as temporary administrative assistant and clerical support in

various company departments.

Education:

Atlanta Technical College

Business Information Technology, 1993-1995

Recipient of the Georgia Occupational Award of Leadership

Honors Student

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