Customer Service Representative

Nakoya Brooks

**** ********** **. *******, ** ***88 832-***-**** ******.******@*****.***

Upcoming University of Houston Downtown graduate offering an academic

background in IT combined with excellent experience as a helpdesk analyst.

Consistently recognized for technical troubleshooting skills used to rapidly resolve

challenging technical issues

Successful in both team and self directed settings

Named employee of the month April 2009

Dependable and quality conscious

Able to work efficiently to meet deadlines.

Education

University of Houston Downtown – Houston, TX, Degree expected 5/2014

B.B.A. in Computer Information Systems

Technology Summary

Windows 9X/NT/2000/XP/2K3/7, Mac OS,

Systems:

MS Office, Lotus Notes, MS Outlook, Vantive, Remedy, Peregrine, NetIQ Directory

Software:

and Resource Administrator, Citrix, Networking, Active Directory Services, Adobe

Acrobat, Remote Desktop, VPN

IT Experience

Compucom – Houston, TX

Contractor for Novartis Pharmaceuticals

Helpdesk Technician/Account Admin (2007 to Present): Provide client support and technical

issue resolution via E Mail, phone, other electronic mediums. Assist with the use of computer

hardware and software, including printing, installation, word processing, e mail, and operating

systems via telephone or from remote location. Document and track all information using incident

management software. Research issues and escalate as needed. Train new colleagues in the

use of systems, applications, and procedures. Create, modify and delete Active Directory

accounts using client provided software/hardware. Create and revise reference documents

needed for new trainees. Liaison between clients and multiple departments to resolve client

issues in accordance with company policy and SLA deadlines.

JP Morgan Chase – Houston, TX

Telephone Banker (2005 2006): Assisted client’s with connectivity issues to Chase.com via

telephone. Escalate to appropriate levels after exhausting available tools and resources.

Respond to customer inquiries related to consumer financial transactions. Documented

information required by Telephone Banking processes and procedures.

NCO Corporation – Humble, TX

Contractor for Time Warner Communications

Customer Service Representative (2003 2005): Data processing orders for new telephone service. Port new customers

existing telephone service to a digital cable network, while providing detailed accuracy data entry and provisioning existing

orders before a deadline due date.

Convergys – Houston, TX

Contractor for Southwestern Bell

Technical Support Representative (2002 2003): Provided assistance with installation of SBC DSL software and hardware.

Assist clients with post installation connectivity issues with dial up and DSL services. Configured client e mail accounts, and

documented tickets using Vantive. Escalate issues as needed.

Contact this candidate