Customer Service Technical Support
Resume:
M ichelle Jorden
***** ******** ***** *****, ****, TX 77449
*********.******@*****.***
OBJECTIVE
To obtain a position in the information technology field that will allow
f or professional growth and advancement
EDUCATION
Associate in Specialized Business major Information 2004
Systems
DuBois Business College; Dubois, PA
Bachelor in Information Technology major Computer
Programming 2012
American Intercontinental University
SKILLS PROFILE
• Key 65 WPM
• Knowledge of and experience with PC support, maintenance, and
repair including installation of software, hardware, and peripherals
• Knowledge of and experience with printer and file sharing
• Extensive knowledge of HTML and Cascading Style Sheets
• Knowledge of and experience with Windows DOS – Seven as well as
a ll Microsoft Office Products through 2007 as well as Mac OS
• Excellent oral and written communication skills
Great customer/technical support background
Experience using both Remedy and Netsuite software systems
EMPLOYMENT HISTORY
Web Technical Support tier 2 Dec 2008 –
Aug 2009
Premiere Global, Inc., Pittsburgh, PA
• Provided support and training to tier 1 level
• Responded to Net Suite trouble tickets escalated from tier 1,
responded to customer and internal phone calls and emails
requesting support for Netspoke, Microsoft Live Meeting, Cisco
Webex, and Adobe Connect
• Provided in-depth customer training on all web conferencing
products
• Performed daily maintenance checks and remotely monitored
c onversion servers for network congestion
• Worked with quality assurance and development engineers to
i dentify issues while assisting with updates, testing, and new
released of web conferencing products
• Joined Enterprise Operations Center conference calls to assist with
i dentifying, troubleshooting, and resolving network and product
o utages
• Provided technical support after hours via on-call
• Performed weekly department ticket quality checks
•
•
Customer Service Professional May 2008 –
Oct 2008
Aetna Insurance Company, Pittsburgh, PA
• Answered questions and resolved issues based on phone
c alls/letters from members, providers, and plan sponsors. Triaged
resulting rework to appropriate staff
• Explained member’s rights, benefits, and responsibilities in
a ccordance with contract as well as reviewed member’s medical
c laims and sent them to be reprocessed when necessary
• Performed review of member claim history to ensure accurate
t racking of benefit maximums and/or coinsurance/deductible
Coordinator Technical Support Aug 2007 – Jan
2008
Verizon Wireless, Houston, TX
• Assisted customers with setting up, configuring and troubleshooting
email, browser, and device settings, and installed and troubleshot
a ccompanying software for Blackberry, Palm, and Windows based
devices
Used Remedy trouble ticketing system to submit possible network
related issues to the Wireless Network Response Team
Assisted with the activation, configuration, installation, and
t roubleshooting of VZ Access Manager software and data card drivers
Provided support for connectivity and slow speed issues using wireless
data cards as well as mobile phone issues including voice quality
problems such as dropped calls, issues with text, picture, and video
messaging
Provided support for features such as voicemail, three-way calling,
c aller ID, call waiting, and call forwarding
Customer Account Executive J an
2007 – Aug 2007
Comcast Cable, H ouston, TX
Assisted customers with technical support for video, high speed
i nternet, and digital phone products including connectivity issues with
i nternet and phone products, as well as slow speed, connectivity, and
email configuration and troubleshooting
Reviewed billing questions
Added services and explained customers questions
Customer Service Representative April 2006-
December 2006
Verizon Wireless, Pittsburgh, PA
Reviewed bills in detail with customers’ and answered all questions
Provided tier 1 technical support for wireless phone and wireless
broadband products
Assisted customers with contract renewal and equipment purchases
Added features to customers’ wireless accounts
Lead Technical Support Representative J an
2005-March 2006
Adelphia Cable, Coudersport, PA
Served as team leader with responsibilities of answering
representative’s questions, calling dispatch for
representatives, performing customer call backs and taking
escalated calls
Provided technical support for high speed Internet product which
i ncluded connectivity and email issues (including Outlook,
Outlook Express, Mozilla Thunderbird, and Mac Man email
c lients), provisioning modems on the Adelphia network, and
s low speed issues
Created trouble tickets using Remedy
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