Customer Service Manager
Resume:
andrea slade
Raleigh, NC *********@*****.*** 919-***-****/H
Career Objective: Seeking a responsible position with an opportunity to
combine IT experience with Healthcare skills to meet challenges of the
organizations and to keep up with the cutting edge of technologies.
Technical Skills
MS Exchange Server & POP 3 Server Console One
SFDC
Active Directory Services Management Console
Windows 2000/XP
Cisco VPN Client & connectivity Win VNC, Remote Access
SecureLink/Enexity
MS Office Suite Products TCP/IP and IPX protocol
Lotus Notes
Allscripts 2009
Raleigh, NC
Operations Consulant/Application support
. Provide helpdesk and technical support assistance to internal users
via telephone and/or online support.
. Utilize SharePoint documentation as a resource in resolving technical
issues with remote clients.
. Completed class training in Billing and Coding using Medisoft medical
software program.
. Schedule and install hotfixes for e-prescribe implementation.
. Assist clients with patient/appointment scheduling, assigning new user
responsibilities and configure and update system maintenance modules
as specified by end-user.
. Log all incoming client issues and questions into SFDC database.
. Escalate issues as needed to appropriate levels of support/management.
. Update/reopen cases to assist client in resolution and callback
process.
. Process voicemails and 1C1C calls as needed and reroute to appropriate
support groups.
. Install/update id card and document manager scanner software in
physicians offices.
. Installed Enexity and use remote desktop connection to troubleshoot
client cases.
. Correct application installation error messages to ensure server
upgrade successful.
. Apply changes to regedit, map network drives, setup users with
specific roles and permissions as needed using Allscripts/Misys/Tiger
software.
. Install service packs, hotfixes to Windows/AIX database and window
terminal servers after support assessment is completed on client's
system.
Carquest 2005 - 2008
Raleigh, NC
PC Helpdesk
. Determine and resolve software/hardware computer issues using Real-VNC
remote software tool. Resolve MS Outlook email issues using scanpst
repair tool.
. Use Remedy/Heat database to document incidents, track problem calls.
. Resolve VPN connectivity issues connecting to IE accessing Email and
CarQuest db.
. Use Active Directory/Console One to manage Novell accounts, groups
access; reset passwords.
. Setup new users with novell login, email, install network printer;
setup citrix login. Install/uninstall software/drivers; perform system
cleanup; remove viruses, spyware using Trend-micro.
. Communicate corrective action to customer and recommend preventive
action.
. Proven ability to work in a fast paced environment.
. Application Support of MS Windows 2000, XP, MS Office Suite-Outlook,
Word, Excel, PowerPoint.
. General understanding of LAN's/ WAN's, TCP/IP protocols and operating
systems.
.
IBM 2004 - 2005
RTP, NC
Network Operator/Monitoring Center
. Served as primary client interface, responded to alerts and initial
problem requests affecting servers, switches and LAN devices.
. Monitor ticket queue, update tickets according to SLA.
. Monitored customer devices (routers, firewall, circuits) troubleshot
and identified problems on 5 platforms (DSMOPS, E-biz, Network, AS400
and OS/390 MVS/Mainframe.
. Performed pings/trace routes on network/server devices and resolved
basic configuration problems, Managed circuit providers for
breaks/fixes, verified fix successful.
. Monitor change management queue for changes affecting Commercial and
Internal clients. Used Lotus Notes for email and access to knowledge
base.
. Escalated problems based on severity levels to duty manager, paged
support and sent alerts in accordance to client procedures.
EDS 2003 - 2004
Raleigh, NC
Project Support Analyst
. Prepare project documentation according to project plan requirements,
risk schedule
and change control; prepare costs, operational budgets based on
staffing
requirement, resources.
. Support project planning, scheduling, monitoring and reporting
activities in a
project/program office environment utilizing project management
software.
. Submit monthly scope table and bullets for each program in an Excel and
PowerPoint format highlighting accomplishments, efficiencies,
improvements,
issues and future plans to customer for review.
EDS 1998 - 2002
Raleigh, NC
Helpdesk Analyst/Business Coordinator/
. Document customer problems as required using Remedy database.
. Notify appropriate management for Severity 1and 2 emergency site down
issues.
. Learn new products and tools and share knowledge with others.
. Interact with internal/external clients in the attainment of Helpdesk
goals to provide
quality service to the client.
. Troubleshoot and document the customer problems as required in Remedy
database
and provide appropriate details/information in resolving incident.
Education:
March 2010 - Wake Technical Community College Raleigh, NC
Certificate in Medical Front Office Assistant 1-3.
2005 - 2008 Strayer University
Raleigh, NC
B.S degree in Business Administration-Management/HR
Interests:
Administrative financial assistant to Barnabas Baptist church. Providing
excellent customer service, listening to music, walking and bowling.
References:
Available upon request.
Contact this candidate