Customer Service Support

Patricia Jones

**** ***** *** **.

Rochester, MI 48307

Phone: 248-***-****

Cell: 248-***-****

Email: ********@*****.***

Summary

A experienced qualified professional, with seven plus years of

successful experience in the Information Technology field.

Knowledge of computer network systems, technical and maintenance

support. Excellent customer service skills with emphasis on

building strong client relationships.

TECHNICAL SKILLS

Knowledge and experience with Windows NT/2000/XP, Microsoft Office

(2007), E-mail systems (Lotus Notes), Blackberry and hand held

devices, Internet Browsers (Internet Explorer)

Professional Experience

CALL CENTER/HELPDESK ANALYST

August 23, 2008 - January 2, 2009 Tek Systems/3rd Judicial Ct,

Penobscot Building 7th fl, Detroit, MI

Responsible for supporting user and providing client support for

the Criminal, Juvenile, FOC courts by resetting password.

Responsible for supporting users and providing customer service.

Respond to email and telephone requests etc Log all incoming

requests/actions and attempt to troubleshoot and resolve problems.

Call Center/Helpdesk Analyst

November 16, 2007 - January 10, 2008 Tek-Systems/Comerica

Auburn Hills, MI

Responsible for supporting users and providing client support for

lotus notes, Novell passwords resets and mainframe using

Attachmate. Logging tickets using the Peregrine ticketing system.

Helpdesk Administrator

August 2004 - July 31, 2007 Vision IT/EDS/RTC/ DaimlerChrysler

Corp Auburn Hills, MI

Responsible for supporting users and providing customer service.

Respond to email and telephone requests and log them

appropriately. Log all incoming requests/actions and attempt to

troubleshoot and resolve problems. Correctly refer unresolved

problems to 2nd/3rd level support groups for resolutions. Entered

commands for Start/Reset/Cancel /Stopped Printers in queue, reset

/cancel AS400 Password, Create tickets, Knowledge of Running

Queries (customer info) etc

Provided support to client. by resetting password, and mapping

drives for lotus notes

Provided follow-up status to end user in accordance with specified

support policies and procedures

Ensured closed cases are adequately documented

Provided PeopleSoft support to end users (password reset etc)

unresolved issues were sent to 2nd/3rd level for resolutions.

Reported viruses issues and corporate specific for end user

(email, Internet, etc

Resolved and response to complex questions received via telephone

calls and callbacks

Provided expert and creative solutions to user problems and ensure

user satisfaction

Provided assistance to computer simulator users at remote

locations in a help desk support role.

Proactively look for preventive actions that can be taken to limit

user need for helpdesk support

Helpdesk Administrator

August 2003 - July 2004 EDS/Emerald Support Lansing, MI

Take inbound calls in a fast paced call center. Troubleshooting

by applying problem solving techniques for technical service calls

nationwide. Provide 1st level support to all staff and their

representatives. Log all incoming requests/actions and attempt to

troubleshoot and resolve problems. Correctly refer unresolved

problems to 2nd/3rd level support groups for resolutions.

Provide follow-up status to end user in accordance with specified

support policies and procedures

Ensure closed cases are adequately documented.

Increase personal knowledge of client's business and technical

environment with the goal of increasing first-call resolution

rates

Improve knowledge of and the ability to operate all support tools

and technologies

Help Desk Analyst

March 1999 - April 2002 Siemens' ICN/HFHS Rochester Hills,

MI

Performed various task using an array of applications, network and

operating systems for 1st level support. Gathered required

information and documentation for system hardware/software.

Created fast tickets, update reports, and route/escalate specific

issues. Elevate to 2nd level unresolved issues for support and

repair. Supported approximately 50 -150 calls each per day.

Troubleshoot connectivity issues, systems hard, floppy drives, and

modems

Corrected software, hardware, network and printing problems

remotely using NT workstation

Reported viruses issues and corporate specific for end user

(email, Internet, etc

Provided assistance to computer simulator users at a remote

locations in a help desk support role.

. Provide remote support and training for medical software

package

. Track and monitor the solution to insure a timely resolution

EDUCATION

2001 -2003 UNIVERSITY OF PHOENIX TROY, MI

Bachelor of Science, Business Information Technology

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