Customer Service Technical Support
Resume:
Resume of
Temako Randolph
Spanish Lake, MO. 63138
ac010e@r.postjobfree.com
SUMMARY
Solutions-focused professional with experience providing rapid and client focused technical support to 300+ users. Demonstrated capacity to identify root causes and direct users to lasting resolutions. Adept at articulating complex technical concepts to users of varying technical understanding. Well versed in a variety common operating systems, applications, hardware and software with a proven ability to master new tool and technologies quickly. Outstanding interpersonal skills and ability to think and work independently and the ability to absorb and apply new and changing information, and the ability to remain focused in high-stressed situations.
Skill
# Years Used
Last Used
Windows 7
9
11/2016
Printer issues
9
11/2016
Customer Service
11
11/2016
TECHNICAL SUMMARY
Operating Systems: Windows XP/Vista/7/8/10, Mac/Apple OS X, and Windows Server 2003/2008/2012
Applications: MS Office (Word, Excel, Power Point, Access), Norton Utilities Software: GHOST, Drive Copy, Remote Desktop/PC,( Telnet) Group-wise, Active Directory, Mobile Iron, Remedy, Millennium, AMCOM, Cornerstone, CMS, LMS, Kronos, SharePoint, HEAT (ticketing system), Pharos, Connect Wise, Dashboard, Service Now, Magic Service Desk, NDR’s, Netterm(GreenScreen),Outlook2010, Unicorn
Networking: LAN/WAN, TCP/IP, VPN (access to vendors),GotoAssist
Hardware: PC’s, workstations, Ethernet, Soundcards, Monitors, CD-ROM Drives, Memory Chips, IDE/SCSI Hard-Drives, Tape Backup Drives, Optical Drives, Scanners, Printers, iPhone, iPad, Notebooks, blackberry, AS400(IBM), Camera Support Nikon d60, d3000, d3200,Scanners, Printer(HP Office Jet 100,)
EXPERIENCE
Microsoft, Irving, TX (06/2016-11/2016)
Incident Manager
●The Incident Manager (IM) must be able to coordinate with teams comprised of Client, Partner and customer resources engaging in the delivery of complex solutions that drive our clients vision.
●Display executive presence and confidence to assist with managing relationships internally and with the customer.
●Responsible for assisting the technical account manager with the overall quality and satisfaction of the customer’s services relationship.
●Assist with managing reactive support health of a business
●Ensure reactive issues are escalated and resolved
●Engages in building long term customer service relationships with business and IT stakeholders
●Is a customer service advocate, ensuring that customers realize the full value of their investment.
●Manage bridge calls and notify respective support group
●Critical Thinking, Problem Solving
●Leadership Capacity, Capability, and Competency (Leaders inspire others to take action)
● Exercise influence over a wide range of individuals at all levels of technical & business leadership
●Ability to multi-task and make sound judgments in a fast-paced, high stress environment.
●Experience working with MS Excel and MS outlook.
●Excellent telephone, customer service communication skills, strong verbal and written English
MOM365., St. Charles, MO (03/2016 to 6/2016)
Field Operations Support Specialist Tier 2
●Oversees Camera Support Department ticket creation, resolution and closure documentation; updates problem/resolution knowledge base.
●Provides level 2 (level 1, as needed) phone support and troubleshooting for in-hospital field operations computers, cameras and peripheral equipment.
●Oversees camera system upgrade needs for hardware and software based on business updates or changes.
●Provides infrequent training support for photographers.
●Performs other duties as assigned.
●Knowledge and usage of various PC and peripheral hardware and software components and use and configuration of digital cameras.
●Knowledge of various Windows operating systems and basic networking concepts.
●Operate general office equipment including, but not limited to, personal computer, projection equipment, telephone, fax machine, copier and scanner.
●Operate digital photography equipment.
●Interact with other employees via phone and in person.
MTS HEALTHCARE., St. Louis, MO (02/2015 to 01/2016)
Service Coordinator
●Act as the single point of contact to the customer for all types of service requests
●Create, Troubleshoot, Assign, Track, and Escalate service Tickets.
●Provides remote customer service by responding to inbound (avg 20-60 calls/day) and placing outbound phone calls and ensuring the highest-level of customer service by following professional phone etiquette protocol and operating in a helpful and timely manner.
●Document issues with the problem management system with clear, concise, and accurate information, document troubleshooting process and procedure for each issue.
●Respond to request for assistance received via email, online chat, or phone from client or staff end-user, or other support staff working for or with clients or vendors.
●Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
●Active Directory user account password resets, add new account, change account.
Additional Duties and Responsibilities:
●Improve customer service, perception and satisfaction
●Fast turnaround of customer requests
●Ability to work in a team and communicate effectively
●Exhibit critical thinking and problem solving skills.
●Ability to multitask
●Ability to work well under pressure
ISLE OF CAPRI CASINOS INC., St. Louis, MO (03/2014 to 11/2014)
Support Specialist (Helpdesk)
●Responsible for providing superior service to both internal and external guests.
●Responded to help desk calls and e-mails, logs problems (Windows 7, printer, scanner, etc.) in work order tracking system. Performs routine to moderately complex troubleshooting for hardware/software systems.
●Primary tasks included the effective monitoring of systems, insuring operational procedures are performed on time, monitoring/assisting interactive users, and batch jobs, handling error messages, checking system performance, disk utilization, interfaces between systems and communications status.
●Provided initial first level user assistance. This contact may occur on a one-to-one personal situation or remotely by means of remote phone support. Provided effective management of the ‘Service Call’ process by means of documentation, problem diagnosis, problem resolution and follow-up support.
●Provided effective review and monitoring of Microsoft Active Directory fileserver and data communications equipment.
●Provided maintenance of personal computers and associated computer equipmentIn conjunction with property or Corporate IS managers provided expertise and implementation services on new software and hardware installations.
●Ensured stability of the clients AS/400 infrastructure and IT Systems
●Maintained continuity of AS/400 Systems and data, ensuring quick recovery under all circumstances.
●Participates in the on-call rotation, to include after hours and weekends
●Installations, moves, additions, changes, and de-installations (IMACDs) for supported hardware
BARNES JEWISH HOSPITAL, St. Louis, MO (05/2012 to 03/2014)
REP, CALL CENTER – Team Lead (Telecommunications) (03/2013 to 03/2014)
●Responded to phone calls received to the Call Center; responds with information, assistance, or transfers the call to appropriate person or department; records information regarding calls, into a database; assists with marketing projects or department related activities. Answered and directed a high volume of internal and external telephone calls made to the hospital.
●Tracked calls appropriately; gathers necessary demographic or other pertinent information and enters into database. Determines requirements by working with customers.
IS Technician (iPhone), (PRN) (05/2012 to 03/2013)
●Provided technical support to end users on iPhone issues.
●Acted as the liaison between the IT department and the user community.
●Documented, tracked, and monitored problems that arise within the IT department regarding the iPhone or iPad.
●Responded to telephone calls, e-mails, personnel request for customer support for the iPhone.
●Provided Level 1 customer support including via telephone and e-mail.
●Troubleshot issues that arise and develop workable solutions.
●Assessed whether the problem can be resolved at customer support level, and if not, determines the next level of support and route the issue appropriately.
●Trained users on how to properly use the iPhone.
●In depth understanding and troubleshooting of Microsoft Active Directory.
TECHNOLOGY WORLDWIDE SERVICES, St. Louis, MO (01/2012 to 05/2012)
Field Technician
●Responsible for installing and repairing equipment and training customer/employees on maintenance of that equipment.
●Performed trial runs on equipment to ensure performance rates and quality meets established, specifications.
●Operated on site in and on-call capacity.
●Followed prescribed rules for safety, maintaining work areas, tools, and/or equipment, machines, laptops.
●Utilized product manuals, engineering drawing, and technical bulletins to install, operate, troubleshoot and repair equipment at customer locations.
●Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
●Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
●Maintained records of daily data communication transactions, problems and remedial actions taken, or installation activities.
CHARTER COMMUNICATIONS, St. Louis, MO (09/2010 to 03/2011)
Security Coordinator Consultant
●Handled incoming security related customer service calls, in a courteous and professional manner.
●Ensured consistent treatment and education of customers.
●Assisted in resolving security incidents and concerns.
●Tracking System (CATS) that houses all security related tickets.
●Performed queries in the billing and provisioning systems to assist in resolving issues and logging calls.
●Interacted with Charter customers to assist in resolving security incidents and concerns.
ST. LOUIS COUNTY LIBRARY, St. Louis, MO (10/2005 to 09/2010)
Helpdesk Specialist
●Served as a central point of information and assistance for end users.
●Responded to help desk calls and e-mails, logs problems (Windows 7, printer, scanner, etc.) in work order tracking system. Performs routine to moderately complex troubleshooting for hardware/software systems.
●Set up, configured, installed, troubleshot and documented software problems.
●Provided information and assistance to users on applications such as word processing software and data entry.
●Prepared and maintained the documentation and standard operating procedures and checklists for end users and other technicians. Assists with end user training when appropriate.
●Provided support for mobile computing devices and remote access.
●Performed inventory control duties when issuing and collecting computer equipment.
●Provided cabling support.
●Communicated technical information effectively (orally and in writing) to end users in a manner that they can understand.
●Assisted in the installation or rollout of upgrades within the department environment.
●Provided day-to-day systems backups and verify the validity of data.
●PC Support team Track all request for service, changes and information the centralized support database system (Service Desk).
●Provided customer service by responding to inbound (avg. 20-50 calls/day) and placing outbound phone calls and ensuring the highest-level of customer service by following professional phone etiquette protocol and operating in a helpful and timely manner.
●Conferred with staff, users, and management to establish requirements for new systems or modifications.
●Developed training materials and procedures, or train users in the proper use of hardware or software.
●Oversaw the daily performance of computer systems.
●Installs, configures and troubleshoots hardware including: laptops, workstations, printers, phones, video conference units and mobile devices.
EDUCATION
Bachelor’s Degree, Information Technology, Sanford-Brown College, Fenton, MO
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