Customer Service Information Technology

Artis Ferguson

Largo, MD - *****

*************@*****.*** - 240-***-****

I bring to the table a broad list of experience and qualifications covering a full spectrum of administrative duties, including administrative and executive support, customer service, computer skills, office management, technical writing, data entry, imaging and document preparation, account management, and program support. I have a proven reputation, with a consistent history of exemplary performance reviews and recognition for excellence in customer service, implementing new ideas, loyalty, dedication, and improving the efficiency and workflow of office systems and processes. I am very detail-oriented, possess excellent communication skills, have a positive attitude, and am able to effectively manage multiple high-priority assignments and develop solutions to challenging business problems.

WORK EXPERIENCE

Service Center Supervisor

General Dynamics Information Technology - Largo, MD - November 2015 to Present

Responsibilities

*Provide customer service not only to the students but also to my peers during CC assist calls.

*Utilize de-escalation techniques on each CC Takeover call before escalating the issue to a member of management.

*Communicate issues as they arise to your Service Delivery Manager or Manager on duty as needed to help bring efficient resolution to developing problems or issues that may arise.

*Understand what it means to be a team player, be flexible and be willing to make necessary adjustments to benefit the team.

*Ability to multi-task and have excellent communication skills in the midst of multi-talking.

Accomplishments

Promoted from Service Center Representative, to Service Center Supervisor within 1 year.

Customer Service Representative

General Dynamics Information Technology - Largo, MD - December 2013 to November 2015

-Responds to student inquiries in a timely and accurate manner

-Discusses account information with responsible parties via phone, email and tickets. -Analyzes accounts to determine accuracy, and initiates adjustments and contacts appropriate department/agency.

-Provides financial information regarding payment responsibilities and assists students with arranging methods of liquidating past due account balances.

-Articulate and promote teamwork, ensuring that work meets established standards of quantity or quality. Assist with the coordination of the unit work priorities.

-Demonstrated skill in employing fundamental counseling techniques with sensitivity to assist student in the resolution of problems; skill in interacting with persons of various social, cultural, economic and educational backgrounds for advising students and working with faculty, staff, and the community.

Overnight Crew (Event Planner)

Gaylord National resort and Convention Center - National Harbor, MD - January 2013 to December 2013

–Supervised a small group of employees to set up furniture and equipment, utilized floor plans for special events, conferences, and marketing.

-Complete breakdown of functions through cleaning, and organizing equipment.

-Maintain presentation of facility through proper sanitation procedures

Costume Character

National Harbor, Maryland - National Harbor, MD - April 2012 to January 2013

-Provide legendary guest experiences through one-on-one interactions with guest while assisting performers -Assist in operational/administrative duties including the daily maintenance of costumes and special events props/gear

-Accompany character performers, while maintaining the Special Events Character handling guidelines and ensuring the safety and physical well-being of character performers

EDUCATION

Bachelor's in Cyber Security

University of Maryland-University College - Largo, MD

August 2016 to March 2017

Associates in Computer Networking Systems

ITT TECHNICAL INSTITUTE - Springfield, VA

March 2011 to June 2013

SKILLS

Computer Networking, Excellent communication Skills. (2 years), Excel, Troubleshooting (1 year), Microsoft Office (3 years), Microsoft PowerPoint (2 years), Cisco (2 years), Hardware (2 years), VMware (2 years), Salesforce (3 years), Linux (2 years), Windows Xp (2 years), Windows 7 (2 years)

AWARDS

Excellent Customer Service.

December 2016, January – May 2017

ADDITIONAL INFORMATION

Highlights of Qualifications

Networking

•TCP/IP /LAN/WAN / Cisco Router / OSI / FTP / SMTP / Telnet Protocols

•Network Technology

•Network Systems Management

•Network Development

Operating Systems

•Windows 2000/7/XP

•Windows Server 2003/Active Directory

•Linux / Apache Web Server

•VMware

Hardware

•Install, configure, troubleshoot and repair

•Installation, testing and troubleshooting of cabling (Patch, Fiber, Twisted & Crossover)

Technical Support/Customer Service

•Troubleshoot hardware/software

•Troubleshoot network connectivity

•Phone and e-mail support

•Documentation, types 60 words per minute

Software

•Microsoft Word, Excel, PowerPoint, Access, Outlook, Publisher, Visio

•Exchange and Sendmail for E-mail servers

•Adobe Photoshop

•Install, configure and troubleshoot

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