Customer Service Sales

JESSICA JARAMILLO

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

North Bergen, NJ 07047

201-***-**** * ********@*******.***

SUMMARY:

Highly skilled technical professional trained to support end users in a

Windows environment via telephone and hands-on support. Diagnose and

troubleshoot PC and basic network problems. Install and configure

software onto individual and networked systems. Set up PCs, printers,

modems, monitors, and other peripherals. A solid professional with good

communication skills and strong work ethic.

. Help Desk Support / Customer Service

. Installation / Configuration

. On-Site Technical Support

. Troubleshooting / Repair

TECHNICAL SKILLS:

Operating System: Windows 2000 / ME / XP

Protocols / Networks: Knowledge of TCP/IP, DNS, DHCP, SOCKS, VPN

Client

Connectivity

Hardware: Hard drives, printers, scanners,

fax/modems, CD-ROMs, Zip

drives, NIC cards, hubs

Software: Microsoft Office (Word, Excel, Access,

Outlook, Power Point), Lotus Notes, Active

Directory, Citrix, Remedy, Heat, and

Peregrine ticketing system, Norton Antivirus, Service

Center Client, Cognos.

Languages: English, Spanish, Italian (intermediate),

French (intermediate)

EXPERIENCE:

09/2009 to UNITED NATIONS - New York, NY (Consulting)

Present Level 2 Telephone Support Analyst

. Detect request and problem pattern and report them immediately to the

Service Desk Manager.

. Receive and Log service requests, the bulk of which arrive by email.

. Log a detailed request for service description from each requestor.

. Ensure that each requestor receives a tracking number for their

request.

. Assign work orders to the appropriate assignment groups to fulfill.

. Ensure that requests (via email, forms, fax, and phone) are properly

logged and addressed with minimum delay.

. Perform level 1 Blackberry administration for Blackberry request

fulfillments.

. Assist supervisor with monitoring tracking system queues to ensure all

work is addressed properly.

. Provide users with routine technical advice in accordance to

established procedures.

. Keep abreast of new development in technology both in the industry and

in the UN.

. On occasion, act as an Installer if necessary.

07/2009 to REALOGY - Parsippany, NJ (Consulting)

09/2009 IT Help Desk Support

. Resolved password issues, printing problems, Remote Access {RAS-VPN}

and log-ins.

. Supported multiple domains consisting of approximately 40,000+ end

users.

. Reset end user passwords for network and proprietary applications.

. Provided timely, courteous phone and email support to users on a

variety of software applications (MS Office including Word, Excel,

Outlook), Internet Explorer.

. Supported proprietary applications.

. Recorded ticket/issue data/diagnosis, resolution, in HEAT ticketing

system.

. Handled severity one issues as required including WAN/LAN

troubleshooting.

. Ability to multi-task necessary in a high call volume environment,

. Resolved issues with OUTLOOK, MS Office, Web tools-Internet Explorer,

Windows 95/98/2000/NT/XP, MacAfee Antivirus, Exchange

1/2007 to INCENTONE - Lyndhurst, NJ

11/2008 Trilingual Help Desk Specialist

100% phone support/ approx. 80 calls per day in addition to e-mail

correspondence.

Team of 10 supporting 1300+ users.

Responsible for day-to-day issues related to programs through direct

client interaction and interaction with Client Services Team. Serve as

liaison between Customer Service and the Client Service department to

resolve software issues. Provide technical support to client base;

receives, assesses, troubleshoots and resolves support requests.

Support 1300+ end user community troubleshooting Microsoft.

. Interact with appropriate departments for execution of

responsibilities.

. Respond to all communication (written, verbal, internal &

external) within the day of receipt. Address voice mails and

return all calls within one hour of receipt.

. Respond to all electronic communications with client within 1

hour, same day for internal communication.

. Troubleshoot clients' website and database. Answers the helpdesk

phones and logs technical support incidents and requests into the

ticket management system from live calls, email, and voice mail

systems.

. Provide support for specific hardware such as desktop & notebook

computers, system peripherals, PDA's, wireless connectivity, and

printers.

. Help Desk support experience using Remedy ticketing system.

7/2005 to SOLECTRON / VERIZON WIRELESS - Totowa, NJ

12/2006 Customer Service / Sales Technician

Work directly with customers to troubleshoot handset issues. Have

knowledge in the following areas Cellular systems and limited RF

theory, cellular handsets and accessories, roaming and preferred

roaming, repair programs, OTA programs, billing systems and point of

sale, activation's, upgrade programs.

. Offer and explain benefits of accessories and enhanced services to

customers.

. Close sales and achieve quarterly sales quota. Become familiar

with manufacturer's warranty repair procedures and process

warranty repairs accordingly. Adhere to proper inventory and cash

control procedures.

. Educate customers on operation of phone, accessories, products and

services. Perform minor cosmetic repairs, software upgrades,

verify programming on customer equipment.

. Ensure all service work is properly documented and entered into

the tracking system.

. Mentor new hires in company policy and procedures.

5/2004 to 9G COMMUNICATIONS - Fairfield, NJ

7/2005 Customer Service Team Leader

Processed incoming check payments; call banks & verify funds

availability. Answered inbound telephone calls; answered questions

regarding rate plans, coverage, telephones, features, promotions, and

provided technical troubleshooting in order to retain new clients.

Researched customers' accounts.

. Trained new representatives in company policy & procedures. Run

credit checks and activate new lines of service.

. Responsible for collection of past due accounts while maintain a

focus on customer retention.

. Contact customers, daily, in order to collect past due amounts or

make payments arrangements within company guidelines.

. Replied correspondence from BBB, (Better Business Bureau),

Attorney General's office, and Consumer Advocates.

. Managed the daily activity of several customer support

representatives within the Customer Service department to ensure

quality response to customers, internal and external.

. Supervised a team of customer service reps, which included work

procedures, prepared work schedules, and expedited workflow.

. Verified employee's hours worked, through editing of the time card

program.

EDUCATION:

Berkeley College - NY

Associate Degree in International Business

CERTIFICATION:

Comp TIA A+, Network + (In Progress)

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