Customer Service Help Desk

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CAREER SUMMARY: Attending Argosy University, starting in September

majoring in Criminal Justice with a focus on Network Management Security

and Homeland Security.

Excellent training skills and over 15 years of experience Help Desk &

Customer Service Support. Experienced utilizing information systems and

training. Excellent strong attention to detail, responsible for supporting

hardware/peripherals, installation and configurations of hardware and

software. Computer and Customer Service Training, great communication

skills, detail oriented, quick learner and strong analytical skills,

valuable contributor.

I have a strong belief that a great company's services are predicated and

designed with one end goal in mind: to help the client run their business

more effectively and to save time, money, and sanity. In the long run

businesses that put the client first not only survive, they thrive

COMPUTER SKILLS: Certido Remote Service, Enlighta, productivity Insight

4.0. PC Anywhere & Blast, installing systems utilizing, Ghost Imaging SQL

Logging systems, Iris, GroupWise email system, DKsystems, Doculogic,

CTerm, CT vision, Unix, Xenix, Blast,, Basic, Siebel Lotus, SQL,

Microsoft Office 2000 applications, Crystal Reports, PowerPoint, Crystal

Reports, Client/server Novell, Nortel, Wincati 4.1 Interview Study

application, Windows NT, 98,2000, TCP/IP, Fox Fire, Novell Client,

GroupWise, configurations, installations, provisioning systems, Lan

connections, Excellent training skills.

EXPERIENCE

February 2010-May 2010 Customer Service Trainer & Help Desk

Trainer/Support

Clarity Partners, LLC. Chicago, IL

. Trained & Maintained Help Desk Support Responsibilities with proven

results and accomplishments, once Keane lost the Contract to Clarity

for MBE/WBE Program.

May 21, 2004 - Feb 1, 2010 Customer Service Trainer & Help Desk Support

Keane Inc. IT Consulting Firm, Chicago, IL:

Client : City of Chicago Contract Dept of Revenue

. Help Desk, System Administration, Management of SQA Software Quality

Assurance, Improvement process, Peer reviews results and Project

status.

. Completed KGPM Keane Guide to Project Management

. Help Desk support for IRIS, ARMS, Recaps, applications, initial

recipient of all help desk requests via telephone, email, walk- in,

customer's and In-house employees, and Business owners, reset Pin, and

unlock passwords,

. Utilized Enlighta Productivity Insight 4.0 & Certido Remote Service

for Tracking and logging Help Desk support tickets, & assign to 2nd

level when situation required.

. Helpdesk responsibility of assisting City of Chicago employees,

business owners with e-filing, Returns Renewals, reset pin numbers,

and Payments on line., testing New add-ons to Iris System, & new

tracking system Certido.

. Train new employees and temps on Customer Service Center Policies.

. Guide customer's through web site for detailed information, and

downloading of a variety of forms, such as change of address, new

locations, Tax Registration, initial and Final Affidavits for taxable

periods.

January, 2003 - May, 2004 Customer

Service/Receptionist/AdminAssistant

Kelly Services, Chicago, IL: Temp Agency

Lease Finance Group, Div of CIT, PCS Pearson, Chicago, IL

. Switchboard duties, assisted customer service Manager, President and

VP.

July, 2002 - September, 2002 Administrative Assistant/ Front Desk

Registration

Kelly Services, Vernon Hills, IL : NCS Pearson,Rosemont, IL

. Homeland Security Administration

February, 2002-March, 2002 Customer Service Representative

( Temp assignments only) presently unassigned

Kelly Services, Chicago, IL : Blue Cross Blue Shield, Chicago, IL

Assisted customers, on questions and assistance within the IChip

Department.

November, 2000-July, 2001 Customer Service Representative

Paige Personnel Services - Lincolnwood, IL : Bell & Howell

. Completed multiple tasks, outstanding phone skills, ability to be a team

player.

February 2000 - October, 2000 CSP Support Technical Support /Help Desk

Support

RCN CHICAGO/21st Century Telecom - Chicago, IL

. Phone Support, for Tailfin, Nortel, U.S. Robotics Modems and assisting

support to users using our Internet cable modem service.

. Releasing and renewing IP addresses & Ping modems to declare area

outages.

November 1999 -January, 2000 CSP /Desk Top Support/Help Desk

Thomas Scott Enterprises, IT Contractor - Hillside, IL

Assignments: Lucent Technologies, Abbott Laboratories, Peoples

Gas, Motorola

. Provisioning, configuration and Installation of a variety of systems

January, 1990 - January, 1992 CSP Support Technical Support

SLS Senior Living Systems - Schaumburg IL

. Provisioning, configuration and Installation of a variety of systems

. Trained, traveled in the West coast, utilizing a system designed for

Senior Living Homes.

EDUCATION

DePaul University - Chicago

Major : Computer Science

Minor : School for New Learning Program

ACCOMPLISHMENTS/AWARDS

. Received Four K-Pin Awards and letters of accomplishment from Keane

Incorporated for Proving to be an "Essential Professional"

. Certificate For Customer Service Training at Keane, Inc.

. Lucent Technologies Certificate, for Excellent Customer Service

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