Customer Service Software
Resume:
Tamara Karns
Murfreesboro, TN
**********@*******.***
http://www.linkedin.com/in/tamikarns
Probing Business Analyst with IT Experience
Career Summary
Communicate and interact well with clients, associates and management
including individuals with diverse cultures. Given the difficult/impatient
clients because I always managed a turnaround in attitude, achieved their
cooperation, analyzed the problem, and resolved their technical issues. I
believe excellent customer service is important to growing business.
Enhanced analytical skills by my ability to probe for essential answers
that leads to desired results.
Key Strengths
o Organizational skills with ability to deliver detailed
documentation
o Analytical, resourceful and proven ability to provide positive
results
o Ability to multi-task and perform efficiently in fast-paced
work environment
o Able to build rapport with clients to gain trust of clients
o Takes the initiative to learn and research unknown knowledge
EXPERIENCE
COMCAST CORPORATION - Nashville, TN
2009 - Present
Comcast Corporation offers cable television programming, Internet, and
telephone services to 39 states.
Customer Account Specialist
Troubleshoot and resolve customer's video errors
Research and explain billing statements
. Feedback received from many customers - patient, thorough, and
detailed
. Top 20 Club - February 2010
. Initiative to take internal online courses: Core Concepts of Business
Analysis and Eliciting Requirements
DIALOGIC COMMUNICATIONS CORPORATION - Franklin, TN 2004 -
2006
DCC is the pioneer and established leader in critical communications
technology. Whether notifying first responders or communities-at-risk
during potentially life-threatening situations or automating communications
between consumers and call centers or streamlining information exchange in
the corporate environment.
Technical Support Analyst
Assembled, installed, tested and maintained proprietary emergency
notification and Geospatial mapping software on servers through agile
software development
Resolved computer applications and systems problems for major clients
nationwide guiding the solution process via phone and using remote desktop
troubleshooting
* Resolved 75% of the issues in less than 24 hours applying analytical
abilities, technical knowledge, and/or the ability to appropriately
research the issue
Tested new software, wrote detailed documentation and dummy-proofed
instructions
. Created internal software installation manuals for project managers
and sales personnel at client sites and departmental guide explaining
the technical definitions of the interactive voice response (IVR)
application
TAMARA KARNS
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Quality systems integrators - Minneapolis, MN
2006 - 2006
Quality Systems Integrators is a privately held IT and Management
Consulting and services company with a mission of providing exemplary
service to customers to include IT performance measurement and management,
team effectiveness, IT roles and responsibilities as well as outsource
applications support and managed services.
Contract Support as IT Tier I Technical Support
Client: Allianz Life Insurance Company
Collaborated with 20 help desk technicians providing telephone support to
nationwide employee base
. Achieved first-time success rate of 90% which minimized end-user
downtime
MMIC Technology Solutions, Inc. - Plymouth, MN
2003 - 2004
MMIC Technology Solutions, Inc. provides technology products and services
to physicians and groups. The company also offers electronic medical record
and electronic practice management systems, Web site development and
hosting, security consulting services, and billing office solutions.
Application Support Specialist, as Tier I and II Technical Support
Developed in-depth understanding of HIPAA guidelines to effectively protect
member/patient confidentiality in billing software used by various doctors'
offices
Provided application support to 23 clients and 1500+ end users of
Electronic Project Management
. Achieved a 48-hour follow up support and 75% problem resolution
within 24 hours
EDUCATION
Bachelor of Science, Political Science
Middle Tennessee State University - Murfreesboro, TENNESSEE
Internship
Jean Anne Rogers Campaign for Tennessee State Senate
2008 - 2008
Created, launched and maintained candidate's website
Participated in fund raising, pamphlet disbursements, door-to-door
campaigning, campaign events, and political meetings
Researched, explored and documented community issues for candidate's
response
PC/LAN CERTIFICATE (Network Administration)
Brown College - Mendota Heights, MINNESOTA
TECHNICAL KNOWLEDGE
Operating Systems: Windows 95/98/ME/NT/2000/XP, Mac OS X
Applications: Emergency Notification Software, Geological Information
System - mapping software, Interactive Voice Response,
NextGen, Office 97/2000/2003, COSMOS, Lotus Notes, Outlook,
Visio, STAR
Troubleshooting Webex, GoToMyPC, Remote Access, PCAnywhere, VPN, HP Service
Software: Desk, Peregrine, Heat
Servers: Novell, Windows NT/2000/2003, IBM AS400
Database: SQL, Access, Oracle, SYNON, SPSS, STATA, and Accelerator
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