Customer Service Technical Support
Resume:
Title:Technical Support II
*******@*********.***
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NAME:,
ADDRESS:
ADDRESS2:
CITY:
STATE:
ZIP:
CANDIDATE ID: 2919581
US CITIZENSHIP:
EDUCATION:
EXPERIENCE: 0
WILL RELOCATE: No -
JOB WANTED:
RATE NEEDED:
TELEPHONE: 770-***-****
EMAIL: *******@*********.***
HOMEPAGE:
HOTTEST SKILLS: product, as/400, database, foxpro, novell, os/2, support special, unix,
communication, proposal
REVISION: 08-SEP-02
RESUME:
NAME:
ADDRESS:
CITY: Stone Mountain
STATE/PROVINCE: Georgia
ZIP/POSTAL CODE: 30088
COUNTRY: US
EMAIL: Home: *******@*********.***
PHONE: Home: 770-***-****
CANDIDATE ID:
CITIZENSHIP: United States Citizen or National
EDUCATION: Bachelor Degree
EXPERIENCE: 5 Years
WILL RELOCATE: No
RELOCATION INFO:
JOB WANTED: Any
RATE NEEDED: $35,000/yr
HOMEPAGE:
COMMENTS:
HOTSKILLS:
THAIS SPENCER
718 WHITNEY CHASE
STONE MOUNTAIN, GA 30088
OBJECTIVE
To work in the field of PC Support and eventually Project Management using my
acquired experience of five years as a Help Desk Analyst specializing in
projects and implementation.
WORK EXPERIENCE
1998
- PresentNationsBank Atlanta, GA
Customer Service/Technical Support II
- Provide technical support for NationsBank proprietary software (MICROCASH)
in the DOS, Windows 95 and Windows 3.1 environments. This includes
troubleshooting modem transmission problems, software error messages and
assisting clients with software installation
- Maintained the conversion of MICROCASH customers from 5.0 to the year 2000
compliant version 5.2. This included extensive testing of the DOS and Windows
versions of MICROCASH, interaction with the software and reproduction vendors,
writing upgrade procedures for customers to follow during install, delegating
work to teammates for the purpose of testing and verification, tracking and
resolving all customer inquiries relating to 5.2
- Researched and submitted a proposal for a new Call Management system.
Installed and tested the Call Management system and created a sample database of
our customers.
- Responsible for maintaining the departmental Website.
1997
- Alternative Resources Corporation Atlanta, GA
Customer Support Analyst
- Contract with Electronic Data Systems (EDS)
- Provide first level support for internal calls for the GNB Help Desk
- Process AS/400 Novell user setups
- Created and maintained Help Desk documentation
- Responsible for training new employees on Help Desk procedure
Technical Support Analyst
- Contract with NationsBank
- Provide technical support for NationsBank proprietary software (MICROCASH) in
the DOS, Windows 95 and Windows 3.1 environments. This includes troubleshooting
modem transmission problems, software error messages and assisting clients with
software installation.
1997
- Spurray Innovative Solutions Stone Mountain,GA
Technical Support Specialist
- Resolved MS Word, Excel and Windows 3.11 problems
- Performed preventive maintenance on company PC's
1996
- 1997 - IHS Help Desk Service Manhattan, NY
Help Desk Analyst
- Warner Lambert
- Logged and resolved basic calls into a call tracking system
- Provided first level support for MS Office
- Established, reset and synchronized passwords and User ID's
- Notified second level support of more sophisticated problems
- Monitored software installations and repairs on client sites
1994
- 1996 - Bell Communications Research Piscataway, NJ
Customer Service Representative
TELEGATE Service Center
- Responsible for managing all customer inquiries for Bellcore products and
providing first level support to technical support people
- Interacted with Bellcore clients about the status of open troubles
- Coordinated the distribution of Bellcore classified documents withinthe
company and to external clients.
- Initiated remote diagnostic access sessions.
- Managed tape and diskette reproduction.
- Responsible for maintenance of software deployment charts
- Operations Customer Service Center
- Provide administrative support for internal Bellcore products.
- Received and processed electronic files transmitted by Trouble EntrySub
System (TESS).
- Created and maintained complex graphs and spreadsheets.
- Processed and distributed Client Service Bulletins.
EDUCATION
Rutgers University - Rutgers College,
New Brunswick, NJ
Bachelor of Arts Degree
in progress
SOFTWARE
Ms Word, MS Excel, Ms FoxPro, Ms PowerPoint, MS Access, Framemaker, Lotus
Notes, Visual Basic
Operating Systems -Windows 95, Windows 3.1, Windows NT, OS/2, DOS, Unix
SUMMARY OF QUALIFICATIONS
Have experience with managing projects within a Help Desk environment
which includes, Writing and Implementing Help Desk Procedure, Managingthe
conversion of approximately 5,800 customers to the Year 2000 compliant
version of MICROCASH and Researching and Implementing a new Call Management
system. Have valuable experience in a high volume call center that processed
between 800 to 1000 calls per day. Have also been responsible for the 1996
ISO 9000 certification for the Bellcore Service Center with passing results.
Able to take the lead role in a group setting, working as a team player as
well as independently.
REFERNCES
Available upon request
Contact this candidate