Customer Service Help Desk

Barbara Jones

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

Grand Prairie, TX. 75052

972-***-**** HM

214-***-**** CL

********@*****.***

Objective

Seeking a challenging position with a growth oriented company, which offers

professional career opportunities and the ability to utilize my excellent

communication, customer service and well developed helpdesk skills.

Experience:

TECHNICAL SKILLS:

Windows NT Server and workstation installation, Windows NT 3.51 and 4.0,

Banyan LAN, Window for work group, Windows 95, 98 2000 XP AS400, Mainframe,

Unix Ms Office Suite Ms Exchange, Outlook 97, 98, 2000, 2003 CC: Mail Lotus

Notes System Management Server, Virtual Network Control, RAS, VPN, Nexus,

TDAccess, FTP, Secure Manager, Mainframe Applications: Rumba, Irma, QWS

Winsock 3270, telnet and various CSX mainframe Applications: including TPX,

DTTR, Netman, Netview and VPS printer terminal Security, INFOTECH,

MILLENIUM, Citrix, Magic, Tivoli tracking system, Siebel, Concur, One

World, On command, AS/400, Remote Access, (RAS/VPN), dial-up networking;

LAN/WAN knowledge; HP and network printers; PAL, Active Directory,

DameWare, SMS, HIS, Fidelio, Micros, Peoplesoft, Delphi. McAfee Antivirus,

Blackberry', HTML, SharePoint

Technisource / Citibank

11/09-07/2010 Irving, TX

Documentation Analyst

Provided documentation and updates to the SharePoint's Knowledge Base used

by the Tier 1 and Tier 2 Service Desk agents for Citifinancial's helpdesk

with workload according to assignments. Researched various applications

provided accurate description of applications errors, fix, removal or

installation process. Updates to articles included adding hyperlinks,

upload and deletions of out dated articles. Strong organization, customer

service, written and attention to detail skills. Provided good technical

and documentation updates. Excellent knowledge of Windows Operating System

environment with emphasis of Microsoft Office suite.

Luxury Resorts

11/2005-05/2009 Dallas, TX

Help Desk Analysis

Support external customers via remote access. Troubleshooting, 3rd party

application, software, and hardware related issues. Requests for service

and support; Monitored Help Desk trouble tickets via Magic folder messages.

Maintained problem tracking and reporting. Manage requests for service and

support through Magic tracking system. Manage customer issues and requests

by creating, tracking and documenting technical solutions in helpdesk Magic

database. Manage deliverables associated with a project by prioritizing,

tracking, and completing assigned tasks. Maintained users account and

established users home share and server share permissions. Troubleshoot

printer-related problems; users password reset. Updated various mainframe

applications. Installed, upgraded and troubleshoot PC Hardware and

Software applications. Troubleshoot POS applications, Fidelio, SMS, Shift

4, Micros, HIS -user setup, configurations, server reboot. Blackberry

wireless support, configuration and setup on BES server.

Teksystems/Alcon Laboratories

6/19-11/2005 Fort Worth, TX

Help Desk Analysis

Support internal and external customers on 30 plus applications.

Troubleshooting, resolving system, 3rd party, and application, software,

and hardware requests for service and support; Monitored Help Desk trouble

tickets via Magic folder messages. Maintained problem tracking and

reporting. Maintained users account and established users home share and

server share permissions. Troubleshoot printer-related problems; users

password reset. Updated various mainframe applications Installed, upgraded

and troubleshoot PC Hardware and Software applications. Manage customer

issues and requests by creating, tracking and documenting technical

solutions in helpdesk Magic database. Contacting 2nd level support when

required. Create work orders for all incidents and assign to the

appropriate work group or individual based on the Helpdesk Departmental

processes and procedures; Follow-up on Help Desk calls completing assigned

tasks and insuring continued customer communication.

Btrade INC. /Click Commerce

8/00-2/05 Irving, TX

Help Desk Analysis

Provide Level 1 technical Support; respond to requests via phone or email.

Diagnose and trouble-shoot encryption software and related software issues.

Assist with software installations and upgrades on various operating

systems: Strong customer service and communication skills, excellent

written and verbal communication as well as listening skills. Problem

resolutions, good technical analyzation and documentation.

Update and log problems using the Customer First tracking Data Base and

FedEx Nexus tracking Database.

Provide customers with one-on-one software usage and knowledge.

Knowledge of FedEx servers and Database. Manage TDManager Database for

FedEx certificates

Follow-up on Help Desk calls insures continued customer communication.

Software creation and Distribution.

Vergetech/CSXLINES

4/00-8/00 Dallas, TX

Help Desk Analyst:

Provided Level 1 technical support for CSX-Lines and Sea-Land customers

with PC and mainframe problems. Support-issues received via phone and

email, proved prompt and accurate support of the IT systems including

software applications.

Managed a Help Desk of 500 customers.

Implemented training course for new Help Desk Associates.

Maintained problem tracking reporting and documentation. Support of LAN

and dial-up connectivity.

Coordinated with 2nd and 3rd level support personnel to resolve tough

issues.

Kept up to date with new applications and versions.

EDS/SEA-LAND

8/94-3/00 Dallas, TX

Help Desk Business Analyst

Provided technical support for Sea-Land customers with PC and mainframe

printing problems.

Monitored Help Desk trouble tickets via E-mail, MS Outlook and Netman

folder messages. Maintained problem tracking and reporting. Maintained

users account and established users home share and server share

permissions, Administered network configuration.

Troubleshoot printer-related problems; SNA and LU related problems, NT LAN

mainframe logs, and problems and users password reset. Updated various

mainframe applications

Installed, upgraded and troubleshoot PC Hardware and Software applications.

Troubleshoot and placed service calls to IBM and Xerox for printer related

issues. Prepared off-site shipment of backup tapes to Arcus Data Security.

EDS/TU ELECTRIC REPRESENTATIVE

08/94-01/95 Dallas, TX.

Customer support Representative

Provided all aspect of customer service for electrical service

Assisted customers to resolve problems concerning billing.

Handled case reconciliation and money transfers.

Handled enrollment/underwriting reports and documents, faxing and copying

of data.

Education:

Vernon Regional Junior College

Major: Business Data Processing

Completed 32 hours

Special Training: Certified: Communication Operator, Certificate of

Achievement, sales representative, data processing, MS office suite and

MS Outlook, computer applications. Certificate of Completion in Network

Essentials.

Contact this candidate