Customer Service Assistant

Celeste Rolon

** ******** ****, ************, ** 08081

phone: 856-***-**** email: ********@*****.***

Overview

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. Over 16 years experience completing detailed and timely administrative

tasks, providing technical assistance, and superior customer service

. Typing speed of 70 wpm

. 12 years of progressively responsible experience in Information

Technology, including help desk, user access and security management,

technical project management, and email migration support

. Certified Novell Administrator (CNA) for 10 years

. 3 years of progressively responsible Technical Team Leadership

experience, including project management and team training

. 9 years experience resolving technical issues involving Windows 95,

2000/NT and XP, Lotus Notes, and Microsoft Office 2000, 2003 and 2007

. Adept at troubleshooting common office equipment such as laptops,

desktop PCs, copiers and fax machines

. Practical and logical understanding of security threats and

vulnerabilities; ongoing study of the CISSP-based CBK in preparation

for certification

Professional Strengths

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Effective communication skills with peers of various technical

understanding and abilities

A fast learner and creative developer of workaround solutions; skilled

at conveying complex procedures to customers in a simple manner

An ease for fusing skill sets and strengths of team members to produce

a thorough result

Proactive and thorough completion of project tasks

Close attention to detail, with expert analytical, organizational and

troubleshooting skills

Positive and professional attitude with personable demeanor,

especially during tense situations

A voluntary liaison; quick to diffuse issues and redirect focus toward

achieving a common goal

Work History

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Nash Law Firm, LLC, Blackwood, NJ

Legal Assistant Apr-Aug 2009

-Balanced attorney schedules, client meetings, busy phones, filing,

and document preparation with ease and professionalism

-Typed attorney letters from Dictaphone or from scratch,

incorporating mail merge and document templates as needed

-Drafted various legal documents such as wills, powers of attorney,

motions, oppositions, subpeonas, affidavits and real property deeds

-Case document preparation using scanning and Adobe bates stamping,

OCR, extraction and redaction

-Heavy volume of case research and written and verbal correspondence

with clients, attorneys, and Superior and Municipal Courts

-Monitored emails from Federal Bankruptcy court and prepared

responses/objections accordingly

-Prepared and filed bankruptcy petitions and case pleadings via ECF

(Electronic Case Filing system)

-Proactively balanced attorney calendars, anticipating and

extinguishing conflicts

-Dictaphone transcription, document scanning/faxing/filing, and other

administrative functions as needed

Electronic Data Systems (EDS), Woodcrest, NJ and Remote (Poinciana, FL)

Total Employment Period

I.T. Specialist and Technical Team Leader: Access Management May 1999-Apr

2008

-Trained and provided technical guidance to a team of 14

administrators in process and security policies

-Administered user account access for external clients logging in

through Citrix portals and for internal customers logging into Windows

domains;

provided technical support for ID-related access issues

-Maintained login scripts for Novell servers

-Verified access requests against security requirements; performed

quarterly audits of requests

-Reviewed and updated user access upon role/job transition

-Resolved complex issues escalated by team; extinguished contentious

issues with internal users and external customers

-Resolved tickets escalated by Tier 1 Help Desk by researching and

implementing solutions to problems such as network connectivity, user

account access and password issues, and assisting users with

accessing network resources

Towers Perrin, Voorhees, NJ and Philadelphia, PA

I.T. Specialist: Access Management (Dec 2001-Mar 31, 2005, then this

position was outsourced to EDS on Apr 1, 2005)

Duties remained identical upon outsourcing to Electronic

Data Systems (see above position)

Help Desk Specialist May 1999- Dec 2001

-Provided phone support and desktop troubleshooting for 20,000+

internal users in 80 offices worldwide, supporting laptop and desktop

users.

-Scope of support ranged from network login and password resets, to

troubleshooting issues with mainframe and LAN printers, in-house

applications, Windows 2000, NT, XP, and Microsoft Office 2003 and

2007.

-Logged calls into call tracking database and either resolved or

escalated as needed

Bristol Myers-Squibb, Hopewell, NJ

Migration Consultant Sept 1998-May 1999

-Migrated Lotus Mail and Calendar accounts to Netscape, assisted staff

with technical inquiries

-Monitored Netscape mail servers for mail transmission errors and

proactively resolved the errors to limit interruption of users'

workflow

and internal communication

-Resolved Netscape address book directory synchronization conflicts to

ensure the flow of external email to and from the Company

-Monitored call-tracking database for reported user issues and

resolved\escalated as needed

-Maintained LMS directory

Protection Mutual Insurance Company, Philadelphia, PA

Marketing Assistant July 1996-Sept 1998

- Direct Assistant to Branch Manager for Property & Casualty insurance

company

- Prepared and edited marketing proposals for prospective and active

clients

- Issued amendments and certificates of insurance; calculated renewal

rates for insureds

- Prepared proposals, reports and charts using Microsoft Powerpoint

and Excel

- Assisted staff with usage and troubleshooting of printers, fax

machines, and desktop hardware and software

- Performed nightly system back-ups and coordinated monthly email and

hard drive cleanups

- Researched and coordinated with help desk to resolve Lotus cc:Mail

replication issues

Dean Witter Reynolds, Philadelphia, PA

Executive Assistant Oct 1995-July 1996

- Direct Assistant to Top-Producing Branch Retirement Broker

- Prepared financial retirement projection reports

- Scheduled and coordinated retirement seminars with active account

holders

- Provided extensive customer service support to major account holders

- Heavy volume of typing, preparation of mailers using Word Perfect

mail merge, filing, answering phone, greeting clients

Garden State Cable (now Comcast), Cherry Hill, NJ

Local Programming Sales Assistant May 1994-Oct 1995

- Arranged content for weekly Channel 2 'Homes for Sale' Program

- Coordinated ad creation with graphic designer; proofed and edited ad

content as needed

- Monitored voice-over sessions to ensure ad content accuracy

- Collected and reviewed realtors' ad submissions, payments, and

property photos

- Prepared weekly advertising and accounts receivable reports

- Promoted new business advertising sales by meeting with clients and

soliciting new business

Education and Certification

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Self-Study 2010, current

CISSP Plan to take exam Jan 2011

PJA School, Upper Darby, PA 2008 - 2009

Paralegal Studies

Summa Cum Laude Graduate, Paralegal Certificate

Special Recognition: Emerging Leader Award

GPA 4.0

NetTrain, Cherry Hill, NJ 1998

NetWare 4.11 Engineering Program

Graduate, Certificate of Completion Received

CNA (Certified Novell Administrator) v4.11

Rutgers University, Camden, NJ 1992 - 1993

Academic Scholarship Recipient

Dean's List Student

GPA 3.6

Total college credits are 4 shy of Associate Degree

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