Technical Support Customer Service
Resume:
priscilla james
Email: *********@********.***
Address: *** * ***** **
City: trenton
State: NJ
Zip: 08608
Country: USA
Phone: 215-***-****
Skill Level: Experienced
Salary Range: 35
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Priscilla O. James
336 S Broad Street
Trenton, NJ 08608
215-***-**** (cell)
215-***-****(home)
Summary of Qualifications
To obtain a position that would fully utilize my technical, leadership and managerial abilities. Moreover, my wish is to supervise a highly talented team where the scope of learning new things would be open from both sides. With my experience in technical support I want to be an asset to any company I work for.
Experience
Horsham, PA Technical Support Analyst/Comcast 3/2011-Present
* Troubleshoot Comcast Internet, TV and Digital Voice Service issues for commercial customers.
* Handle upgrades, change of service and billing issues for commercial customers.
* Work directly with end users and clients including handling technical support issue escalations, partner care, phone calls, live chat and emails from multiple sources.
* Analyzes and monitors the needs and establishes priorities and escalation support for the team.
* Build strong customer relationships across various levels of the Comcast organization.
* Provide team leadership, training, evaluation and coaching for Comcast employees.
* Establishes, plans, and administers the overall policies, goals, tools and metrics for the technical support organization to ensure delivery of service level agreements.
Claymont, DE Customer Service Technician CIGNA (Contractor) 9/10-3/11
* Handled technical support calls in a high volume call center for CIGNA employees, providers, employers and vendors.
* Performed password resets and website troubleshooting for CIGNA websites.
* Tracked priority 1 and 2 tickets with responsibility for the timely documentation and escalation (if appropriate) resolution and closure of trouble tickets using HP Service Manager Tracking System.
* Worked directly with end users and clients including handled technical support issue escalations, partner care, phone calls, live chat and emails from multiple sources.
* Built strong customer relationships across various levels of the CIGNA organization.
* Mentored New Hires on concepts, procedures and performance and assist supervisor with escalations.
Berwyn, PA Help Desk Analyst DaVita 12/09-8/10
* Handled technical troubleshooting within an enterprise call center environment including system crashes, slowdowns, system upgrades password resets and hardware/software installation.
* Tracked priority 1 and 2 tickets with responsibility for the timely documentation and escalation (if appropriate) resolution and closure of trouble tickets using the Remedy System
* Took ownership and followed calls, emails and tickets until resolution.
Conshohocken, PA Support Desk Administrator COGNIS IT 6/09-12/09
* Performed various tasks for assigned team including parts ordering, ticket creation and other administrative tasks as defined.
* Followed up with clients to ascertain satisfaction with service.
* Build strong customer relationships across various levels of the Cognis organization.
* Establishes, plans, and administers the overall policies, goals, tools and metrics for the technical support organization to ensure delivery of service level agreements.
* Provide team leadership, training, evaluation and coaching for Cognis employees.
* Scheduled technician site visits according to established procedures or management direction.
* Performed faxing, photocopying and filing duties
* Reviewed incoming helpdesk tickets for appropriate routing based on issue.
* Assisted supervisor with meetings, special projects and generating reports.
Philadelphia, PA Help Desk Analyst School District of Philadelphia 10/07-6/09
* Handled technical troubleshooting within an enterprise call center environment including system crashes, slowdowns, system upgrades password resets and hardware/software installation.
* Reviewed incoming helpdesk tickets for appropriate routing based on issue.
* Helped configured email addresses and passwords for New Philadelphia School District employees.
* Helped employees with Microsoft office and computer hardware issues.
Philadelphia, PA Business Analyst Exelon Corporation 2/05-9/07
* Processed orders for cell phones, pagers and laptops for Exelon employees.
* Ensured all twelve nuclear sites had working pagers, air cards and cell phones at all times.
* Configured emails to B lack berry for Exelon employees.
* Ac ted as liaison between Exelon and outside vendors when order or billing issues occurred.
Computer Skills
* Thorough knowledge of Microsoft Office 2003, 2007 and 2010
* Knowledge of Payroll, benefits, 401k/pension plans. COBRA, FSA and LOA
* Knowledge of LAN/WAN configuration, delivery of cable modem and Voice Over I/P on the cable infrastructure, email applications, concepts, configuration, SPAM Issues,
* TCP/IP, VPN and 3rd party devices and their interaction with Comcast Services
* Troubleshoot Connectivity, DHCP, RF Modem, Router or combination device
* (Stability of Equipment as well as Configuration) Domain Issues
* Applications including MS Office 2003,2007, 2010
* Ticketing Applications Remedy, HP Service Manager, Grandslam, Livewire
* Operating Systems Windows XP, VISTA Windows 7
* Virus and Malware Removal
Hardware Experience
* PC Hardware, Printers, Servers, Windows, Macintosh
* VOIP and Telephones
* Virus Removal and Various OS Systems Windows XP and 7
Education and Training
Colorado Technical University
Business Administration/Information Technology
Graduation Date 11/2
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