Customer Service Software
Resume:
OMAR A. BELIS
Lyndhurst, NJ *7071
********@*****.***
SUMMARY
Motivated IT Professional with in-depth knowledge of computer hardware,
software, installations and applications support. Solid analytical skills
with strong problem solving ability. Proven success in supporting business
groups with their technical needs and providing stellar customer service.
PROFESSIONAL EXPERIENCE
Quest Diagnostics, Lyndhurst, NJ
Helpdesk Analyst, East Region Help Desk, Consultant (8/2009 - Present)
. Provide first level technical support via phone/email to Quest employees,
doctors offices and hospitals
. Troubleshoot and resolve hardware, software, online web applications and
voice/data communication systems issues
. Escalate issues when needed and collaborate with 2nd Tier Support and
Field Technicians to resolve client issues
. Utilize Cisco Webex to remote into computers and train clients on how to
use Quest web applications, reinstall software and drivers and reset
applications on Windows XP and Windows Server 2003 computers
MUNZING, Bloomfield, NJ
Desktop Support, Consultant (6/2009 - 8/2009)
. Supported 60 employees via email, telephone and in-person assistance with
hardware and software issues
. Resolved Black Berry user issues
. Performed daily back-up of employee data on Windows Server 2003
. Performed system cleanse and system rebuilds on computers and laptops for
employee usage
. Tested, installed and updated software (Windows XP, Lotus Notes and
Security Updates)
. Developed SOP for future employees of Technical Department
. Supported Network Administrator, as needed
UBS FINANCIAL SERVICES, Weehawken, NJ 2006 - 2008
Associate Level II - IMAC Implementation (2007 - 2008)
. Processed daily installation, software access, user identification,
employee transfers, new hires and other technical requests in support of
Wealth Management US (WMUS) employees
. Successfully maintained 90% service level agreement throughout tenure
. Supported technical needs of 350-400 employees within WMUS Operations and
Client Reporting departments
. Utilized GTS and Remedy Ticketing Systems to document, track and resolve
user issues
. Interfaced extensively with Desktop Support, Home Office Technical
Support, ASI, Exchange and Distributed Systems and Storage departments to
resolve technical issues, ensuring successful delivery of services
. Created General Service Requests section of IMAC Standard Operating
Procedures to facilitate training of new employees and to assist with
team's cross-training efforts
. Granted users access to Developer Desktop, enabling close-shelled users
to access additional applications in support of their daily business
functions
Associate, Home Office Technical Support (2006 - 2007)
. Responded to high volume of technical calls from WMUS and Global Asset
Management employees, totaling 10,000 employees
. Educated employees on navigating UBS Systems including LearningWorks,
Brassring, PMM, HRI, etc.
. Monitored the progress of client requests utilizing GTS and Remedy
Ticketing Systems and maintained a 80%-90% service level agreement
. Troubleshoot and resolved Black Berry user issues
. Served as a liaison between Desktop Support, Data Security, MTM and IMAC
Implementation departments to resolve user issues
. Trained 150 employees on newly upgraded Citrix Remote Access system,
answered questions, performed demonstrations and provided follow-up
support, as needed
. Provided remote evening and weekend support to business critical users in
U.S. and abroad
HORIZON HEALTHCARE OF NEW JERSEY, Newark, NJ 2004 - 2006
Call Center Service Associate
. Provided benefit, eligibility and insurance coverage information to
members and healthcare providers
. Managed escalated calls, investigated problems and ensured that issues
were addressed in a timely manner
. Communicated claim status, enrollment status and benefit policy
procedures to members
. Collaborated with Resolutions department on health insurance claims
ensuring accuracy and expeditious processing
. Updated member account information utilizing Seibel database
MELLON FINANCIAL SERVICES, Little Falls, NJ 2003 - 2004
Call Center Customer Service Representative (Temporary)
. Provided health and welfare benefit account information to members
. Resolved member complaints by investigating accounts and addressing
customer needs and concerns
. Enrolled new and current members in Mellon's benefit plans during open
enrollment
. Attended customer service and satisfaction quarterly meetings
UNITED STATES MARINE CORPS 1998 - 2002
Aviation Operation Specialist
. Served as primary liaison for Marine Air Control, Aviation Combat Element
and Marine Air Ground Task Force
. Compiled data and statistics for use in safety reporting and
organizational budgets
. Recorded and disseminated protocol, conduct and flight order directives
to twelve military units
. Supervised staff of three Marines and managed day to day functions
. Participated in USMC Leadership/Management Training Seminars
. Maintained library of navigational publications, charts and maps
EDUCATION
Bachelor of Science, Business and Information Technology, 2009
University of Phoenix
TECHNICAL SKILLS
Fluent in Spanish
Proficient in Windows XP, Windows 7, Macintosh, MS Office Suite - Word,
Excel, Access and PowerPoint,
Visio, Netops, Seibel, PeopleSoft, Citrix, Cisco Webex, Safeboot, GTS,
Remedy, Blackberry, Anti-Virus Software, HTML, JavaScript and Active
Directory
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