Customer Service Training

Debora Plante

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

St. Cloud, Mn. 56303

Hm. 320-***-****

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

OBJECTIVE

To obtain a support position that allows demonstrating proven IT technical

skills and strong customer focus. Express clear business practices through

department assignments, documentation skills, compassionate customer

service, in-depth troubleshooting, problem solving, and continuous

improvement skills.

PROFESSIONAL EXPERIENCE

Wolters Kluwer Financial Services 2006 - 2010

DEVELOPMENT TECHNICAL CUSTOMER SUPPORT

Supported 1300 diverse consumer, commercial and mortgage lending customers

throughout the U.S.

In the role of Development Customer Support (new and upgraded applications)

I provided a broad spectrum of troubleshooting and technical solutions and

services directly to internal and external customers on a daily basis

utilizing .NET, HTML, XML, SQL, Visual Studio, JavaScript and VB Script

along with internal proprietary software.

Xcel Energy 1989 - 2005

SYSTEM ANALYST S 2001 - 2005

Utilized customer service skills and problem resolution for end users at

the the Xcel Energy Power Plants in person and via telephone regarding

pc's, LAN connectivity, security, along with application, database and web

design training and support.

Developed a procedure for creating ac-hoc reports of OSHA recordable,

injuries and lost workdays. Tracking injuries was reduced by 75%.

Designed, developed and implemented a web base solution that monitors gas

bottle types and inventory levels. This application streamlined the

recording process and provided necessary data to the Federal Government,

and Environmental Protection Agency.

Designed, developed and maintained four intranet web sites content,

graphics and user interface utilizing HTML, ODBC, SQL, MS Access, VBScript

and JavaScript.

COMPUTER SPECIALIST\PROGRAMMER 1998 - 2001

Administrative and Help Desk support for applications installed on Windows

NT and UNIX platform. Assisted and trained internal customers in the usage

of MS Word, Excel, PowerPoint and Access.

Assured all applications are Y2K compliant by internal audits, identifying,

redesigning and reprogramming as well as developed a procedure contingency

plan.

CONTROL SYSTEM NETWORK ADMINISTRATOR 1997 - 1998

Implemented security authorization and provided desk side training and

technical support for internal customer base. Utilizing AIX UNIX, and

Network technologies while supporting the EMS, Distribution Management

System and Control Center LAN.

ADMINISTRATIVE SYSTEMS SPECIALIST 1993 - 1997

Audited, Installed, upgraded, ordered and configured new computers,

software, printers, and ensured compliance with I/T standards (backup and

recovery, virus protection and legal compliance). Provided consultative

advice and recommendations to management to address risk and improve

information systems processes and controls.

Created MS Access database to provide an analytical basis for the

improvement of forecasting and budget control of communication equipment

including office, and cellular phones, pagers, hand held radios and circuit

charges.

CUSTOMER BUSINESS OFFICE 1989 - 1993

Analyzed and resolved billing, meter readings, disconnects and new business

inquiries timely and compassionately from a minimum of 75 To 100 customers

on a daily basis via telephone and walk-ins. Reviewed and filed

correspondents, working with dispatchers on power outages, utilized data

entry skills and typed 75 words per minute.

EDUCATION

B.A. in Organizational Management and Communication/Computers

Certificates: Help Desk Professional, Web Design and Web Development

IN HOUSE TRAINING

Code of Conduct, Seven Habits of Highly Effective People, Diversity

training

Peer Group resolution and Quality team leadership

Contact this candidate