Customer Service Support
Resume:
Leah S. Gray
Chicago, IL **6037
312-***-**** - Cellular
abnh6q@r.postjobfree.com
PROFESSIONAL SUMMARY
**/** – 10/09 Help Desk Specialist I
Mayer Brown, LLP/Turning Point Solution (Contractor)
Under direct supervision, respond to and diagnose problems through discussion with
users. Includes problem recognition, research, isolation and resolution steps.
Resolve problems or refer complex problems to intermediate and/or senior level.
May involve use of problem management database and help desk systems. A strong
knowledge of Word and Outlook is necessary. Answer technical calls from users within
the Firm in a prompt and professional manner. Gather data to accurately assess the nature
and severity of the call. Provide troubleshooting assistance for questions/problems/issues
related to technology supported by the Firm. Follow department guidelines for escalating
calls. Respond to and resolve problems within time frames established for the problem's
severity. Provide complete documentation in call tracking software from description
through resolution. Provide regular communication of problem status to the customer.
Verify customer satisfaction once the problem has been solved. Follow up with users in a
timely-manner. Assist in other areas in IS when needed. Keep supervisors informed of
recurring problems and difficult customer situations. Keep current on all changes,
updates and additions to the supported technologies. Participate in any projects that the
Firm may require in order to meet its business goals. Currently involved with the
conversion, pilot and roll out of Microsoft Office 2007 to all offices globally.
06/08 – 02/09 User Support Specialist I
Kirkland & Ellis, LLP
The role of a User Support Specialist provides technical support to all end users firm
wide. All problems received via phone, e-mail an other avenues are logged in HEAT an
addressed by User Support or escalated to the appropriate firm wide IT department and
achieve a 80% first call resolution. User Support Specialists are responsible for
researching and providing confident, accurate solutions to end user problems on a timely
basis. Also, to acquire and maintain competent knowledge of relevant products,
applications, services, current support policies and methods of service delivery. Tenured
User Support Specialist provide technical coaching and mentoring to newer team
members an assist colleagues in the resolution of support issues. Served as a subject
matter expert of call center operations as the firm transitions from localized help desks to
a global service desk. Lastly, participated in special projects and served on management
appointed task force teams.
01/08 – 06/08 Lead Tier 1 POS Analyst
BP of North America, Inc. / Elite Customer Solutions USA
Serves as the first line of support for customers to assist them with any facet of Electronic
Sales Processing and retail support. Addresses procedural and informational inquiries,
including electronic method of payment questions. Engages in hardware and software
troubleshooting. Escalates customer issues to POS specialists as required. Ensures
accurate information on all work orders by creating, updating, and/or completing
documentation in customer management system. Resolves escalated issues involving in-
depth troubleshooting of advanced system problems caused by hardware or software.
Utilizes remote access to re-establish customer based systems. Communicates with
vendor and site operator to ensure initial implementation and required servicing is
appropriately coordinated
02/06 – 08/07 Application Support Analyst – Team Leader
Automatic Data Processing, Inc.
Works with HR & Benefit Services team members which includes Support,
Implementation, Training and technical support in Corporate to answer questions
regarding the ADP HR/Benefits Solution and PC Payroll for Windows products, MS
Excel, MS Word and other related software packages from the national HR & Benefit
Services client base. Resolves issues relating to product capability and client product
knowledge and ensures that the client is utilizing appropriate procedures. Develops and
maintains effective ADP/client communications and ensures client satisfaction and
improvement in client retention. Effectively troubleshoots, replicates and develops
workarounds for client issues. Researches, designs and modifies features to meet a clients
specific needs. Experienced in a client service environment supporting human resource
information systems with a proven proficiency in related problem resolution through
effective interface and communication. Also, assist in training or recommending new
procedures and/or training.
01/06 – 04/06 Lead Help Desk Analyst
United Airlines/EDS/Kelly Services (Contractor)
Responsible for ensuring timely process through which problems are controlled. Included
problem recognition, research, isolation, resolution, and follow-up steps. Required
experience and understanding of MIS environment. Had to possess the ability to resolve
less complex problems immediately, while more complex problems within SLA or
escalate for Tier II or Tier III resolution. Also, the ability to respond and resolve
customer inquiries, maintain log of customer inquiries and concerns, and follow
procedural guidelines to respond to and/or research customer questions. Typically
involved use of problem management database and help desk system. Provided guidance
training for less experience personnel.
06/05 – 01/06 Customer Operations Specialist/ Tier II Help Desk Analyst
SBC Global Services/Setka Inc. (Contractor)
Opening, dispatching, maintaining, and ensuring that MAC and repair work orders are
closed/completed within the time frames specified in the contract. Determining the MAC
and repair order requirements needed to ensure timely service and then prioritizing,
processing, dispatching, confirming and monitoring status for customer MAC and repair
requests. Working with software / repair technicians to resolve the MAC and repair
requests. Closing MAC and repair requests, coordinating with software and repair
technicians as needed and handling customer complaints and expediting requests as
needed. Assisting customers in understanding feature applications for PBX, Centrex and
Voice Mail and managing and assisting in the development of the Help Desk customer
and product question scripts. Inputting technicians' schedules and ordering parts needed
for MAC requests.
10/04 – 06/05 Remote Order Specialist
SEI Information Technology
Responsibilities included direct order taking, interaction with customers via inbound
telephone calls, processing the customer orders via computer input and generating
increased client revenue through efficient transactions while up-selling and maintaining
effective customer service.
EDUCATIONAL SUMMARY
1998 – 2001/Jackson State University
Major: Computer Engineering
Minor: Computer Science
2004 – 2005 /Aurora University
Major: Management Information Technology
Minor: Computer Science
SKILLS
Microsoft Office 2003/2007 Troubleshooting/Support & DocX Tools
Lotus Notes, Outlook, an Internet Explorer Support
Network Printing Support &Wireless Support - iPass an Odyssey
Blackberry/BES Administration and Support
Active Directory, Citrix, CMC-4, & PGP Encryption
Interwoven Desk site, Worksite Mobility, iManage, iSolve
Altiris/Carbon Copy, SMS, Go to Assist and Remote Assistance
Infra, Remedy, Siebel, Clarify, Service Center, ESS, Inquira and HEAT
HR Benefits Solution (EmployEase), Pay Xpert, and PCPR for Windows
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