Technical Support Customer
Resume:
SHERRY ANDERSON
***********@*****.***
Detail oriented and quality focused professional.
My past experience in Client Service and Technical Support allows me to offer a solid foundation in research and resolve,
software applications, and data entry; proven ability to readily master new technology.
Education:
Devry University - Information Technology (some courses completed)
Skills:
Proficient in Windows 95,98,2000, XP & Vista,
Microsoft Office Suite (Outlook, Word, Excel, and Power Point)
Lotus Notes, Siemens Imaging, OAS/Gold
Ability to work in a time critical environment
Flexible and quickly adapt to changing business needs and processes
PROFESSIONAL EXPERIENCE AND ACCOMPLISHMENTS
PERSONNEL RECRUITER
ASP National – TX, Work from Home 1/2009 – 9/2009
Recruiting/Hiring for the work from home position with ASP. Generated quality applicants. Called and perform interview
with each candidate. Alerted applicant that they will be getting a call from management staff. Retrieve all needed
information for their file; place this on New Hire Activation Form. Transfer the information on the written form to the new
hire's file within the server.
PATIENT ACCOUNT REPRESENTATIVE II
Texas Health Resources - Arlington, TX 4/2008 – 4/2009
Collection of hospital accounts by contacting, patient/guarantors, physicians, reimbursement for hospitals by telephone,
letters, and billing claims. Contacted insurance carrier/patient and making correction to insurance information accordingly.
Requested itemized bills for patient/guarantor as requested or deemed necessary. Requested corrected UB04's and
medical records when necessary. Requested re-bills on all problems claims as necessary to include secondary/tertiary
bills, UB, and/or 1500 forms. The system I currently use is Siemens Imaging and OAS/Gold Client.
TECHNICAL SUPPORT/HELP DESK CONSULTANT
Volt Services client Computer Science Corp. - Irving, TX 10/2007 – 4/2008
Troubleshoot Tier 1 desktop issues such as, slow system performance, software installation, admin. rights, and network
connectivity problems. Support Virtual Private Network connection and software client. Utilize ticketing software and other
documentation as necessary in resolving or reproducing the customer’s issue. Domain and Mainframe password resets
and access, assistance with mapping network drives etc.
TECHNICAL SUPPORT/HELP DESK CONSULTANT
Pomeroy IT Solutions client Verizon Business - Temple Terrace, FL 12/2006 - 10/2007
W orking closely with all clients to identify and resolve issues as they arise. Interact with the customer by phone and
remote control of desktop. Responsible for Tier I support of windows-based desktop, notebook PCs and Blackberry
devices. Performed network troubleshooting to isolate and diagnose common and complex network problems. Strong
support skills with VPN and web browser base applications and technologies. Utilizing CMIS/IRIS and Remedy for ticket
tracking purposes log and assign.
TECHNICAL SUPPORT/HELP DESK CONSULTANT
Stream International client America Online - Tampa, FL 08/2006 – 12/2006 (Temp. Assignment)
Responsible for providing problem resolution for incoming service inquiries. Answered inquiries, solved problems, and
perform limited troubleshooting. Provided continuous technical support via telephone and other electronic mediums for a
limited product category. Employed a high level of interpersonal and communication skills to move beyond customer’s
frustrations and solve customer’s problem. Identified the level of technical knowledge of the customer and adjust technical
communications to solve customer’s problem. Delivered technical assistance relying on instruction and pre-established
guidelines. Achieved and maintained a performance standard. Including but not limited to; average handle time, call
quality, and customer satisfaction. Logged all incoming calls and accurately complete case notes in the call-tracking
database. Participated in training activities to maintain technical currency, and to broaden product knowledge.
CLIENT SERVICES PROFESSIONAL
First Advantage Corp. - (Subsidiary Company of First American) Rockville, MD 09/2004-11/2005
Client Services Specialist serving as the single point of contact. Serve as expert resource and liaison for internal and
external clients. Phone-based Tier One Help Desk environment. Diagnosed, documented, researched and resolved a
wide variety of technical and non-technical issues. Multi task between very high inbound call volume, multiple email task,
faxes, and many other daily task.
GENERAL CLERK II
First American Corporation (Parent Company of FADV) - Dallas, TX 12/2003-09/2004
Processed positive tax payments through tax amount report from Fifth Third Bank. Handled multiple County, City, Town,
and School property tax bills. Disbursed monies from customers Escrow account for delinquent tax payment. Audited
customer account information. operated word processing, spreadsheet, database and created other documents.
Responded to telephone calls and email. Met various deadlines. Kept transaction record s and maintained databases.
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