Maynard Davis **** N Ashland, Chicago, IL *****
abn8sl@r.postjobfree.com • Cell 872-***-**** • Home 773-***-****
HELP DESK
Qualification Highlights
• Reduced stress levels of customers by adopting a cooperative attitude and positive approach
to every task and assignment.
• Actively tracked and followed up on trouble tickets, reducing average response time from 1
days to 4 hours.
Professional Experience
Manpower, Chicago 01/01/2012 to 02/02/2012
Helpdesk/Customer service
Worked on a special project for Manpower a technical placement firm.the project was providing
marketing support for a software start up-company.duties included making inbound calls to
customers to sign them up to use the software and clients websites.
• created helpdesk tickets for customers that were having software and websites issues
• generated excel spreadsheet to track all call made to customers
• Collaborated with multiple vendors to bring new technology in-house increased sales by 50%
• Compiled and documented various statistical data
LaSalle Network, Chicago IL 2012 to Present
Help desk Consultant
Worked on a special project for the Lassalle network.The client a was start-up company called
leap frog.my duties were to create internet telephone and desktop solutions for different business
• Staffed newly formed Help Desk function to provide assistance to computer users via
telephone and e-mail
• Maintained trouble-ticket system to record and track user calls and e-mails
• Devised solution using voicemail IVR to “front end” the helpdesk and employed helpdesk
consultant to establish incident call logging via an SQL database
• Provided Tier I and Tier II support for MS Office, LAN, WAN, and Lotus Notes
• Logged trouble tickets for users
• Lease Tracking
Barton, Chicago Il 2006 to 2012
Consultant /HELP DESK
worked as HELP DESK consultant for several companies that were under contract with Barton
which included Southwest airlines and AT&T
• Communicated with customers daily
• generated daily reports on all files
• Communicated information clearly and accurately
• Maintained data security and ensured the integrity of any information added to the database
• Operated computer help desk assisting users with problems and solutions
INSURANCE OVERLOAD, Chicago IL 2003 to 2006
MEDICAL HELP DESK
Manage information on AS-400 and Unix-epic operating system.worked in a call center
environment I updated customer files upon request sent out statements and generated daily
monthly report
• Created and maintained financial statements using Excel software program custom reports
• Dealt tactfully and effectively with difficult customers
• Contacted patrons whose checks were returned and followed established procedures to
make payment arrangements
• Compiled citations and abstracts that were used to examine the impact of policies
• Authored a set of information systems security policies, processes, and procedures
• Performed routine maintenance on all types of computer equipment and printers
Aon Insurance, Chicago Il 2004 to 2006
HELP DESK
• assisted customers on the phone with updating their file and selling them new insurance
polices
• Analyzed user requirements, procedures, and problems to automate processing
• Compiled and documented various statistical data
• made daily weekly and monthly goals
Education
Loyola, Chicago 2000
[ Degree ], business administration
took PL1 C programming classes
Skills
• Incident Management
• Disaster Recovery
• AS-400 Command codes EPIC SOFTWARE
• Unix command code
• CL programming
Summary of Qualifications
Customer Care Representative/Help Desk Administrator with 8 years experience diagnosing and
resolving technical/customer inquiries. Proficient in Windows-based environments, Internet, and
MS Office applications. Strong working knowledge of Telecommunications Products and
Services. Able to clearly understand problems and find positive solutions through use of
troubleshooting, problem solving, teaming and communication skills