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Customer Service Help Desk

Location:
Chicago, IL, 60640
Salary:
12.00
Posted:
February 04, 2013

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Resume:

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



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