Technical Support Help Desk
Resume:
PROFESSIONAL
SKILLS
WORK
CAROLENA HAMZA
https://www.linkedin.com/in/carolenahamza
209-***-**** – ********.*****@*****.***
SUMMARY
Software Support Analyst Senior - +22 years experience in a time
sensitive corporate environment. I am positive, outgoing and detail
oriented which has played a huge role in providing exceptional customer
service. Help desk technical support for both software and hardware to over 5000
clients through incoming calls, outgoing calls, email, chat, on- site support and
quality assurance testing. I also am an educational trainer to help desk staff and our
clients. I am proficient at building and maintaining professional relationships which has been the key role and success behind being an account manager to the 10
largest clients in the corporation.
Technical Help Desk Experience Strong Communication Skills
Strong Analytical Skills Tier 3/Escalation Specialist
Install Patches/Patch Management Excellent Problem Solving Skills
QA - Software Testing Credit Card Specialist
Problem Report Bugs Fluent in Assyrian Language
Supervisor/Management Troubleshooting CRM/POS software
HISTORY
to 02/2017 Premier Product Software Support Analyst Senior
Epicor Software – Dublin, California
Consistently met deadlines and requirements for customer's service request
orders, open tickets and cases, provided first call resolution, worked with CRM
software, Point-of-Sale Software ORACLE, ERP, Service Now, EPICARE,
CCE,AVAYA, Procomm, ProCenter, and Guardian
Provided ongoing maintenance for customer's systems, installed patches for
software, submitted problem reports, Tier 3 Liaison to product development
team on behalf of our large accounts
Established Q/A with third party software products by testing compatibility
with our internal programs verified modifications and exceptions before the
staff would begin using it
Fast paced call center/help-desk, technical support via inbound, outbound calls,
email, chat and on call support for critical issues, properly directed
inbound/outgoing calls in queues to improve call flow, escalation specialist
Strong decision making skills, team lead in support when changing department
initiatives by fully testing new CRM software, new product, phone systems,
mobile devices or tablet, upon training employees on best procedure
reviewed and wrote technical documentation procedures for knowledge base
Traveled to provide on site support with software/hardware implementation
with larger client base and monitor their multi - store chains
Participated in various incentive programs and contests designed to support
achievement of production goals.
08/2000 to 07/2006 Billing Specialist II /Assistant Supervisor/Divisional Floater
Med-America Billing Services Inc – Modesto, California
Conducted detailed client intakes and entered information into company database.
Obtained confidential information by contacting appropriate personnel/clientele
reviewed medical charts, mini - coding before processing for data entry. Division
Manager asked that I help set up a brand new billing team for a new account that
was obtained, provided training worked with each staff member individually and
we got the hospital billing site up and running successfully.
Billing/Financials Specialist - provided support to medical billing insurance
providers, doctors and patients
submitted reports, emails, proper correspondence, letters and appeals, maintained
accurate records of past due customer account activity. reduced A/R, call
center/help-desk specialized in escalations, assisted other teams to help meet and
surpass their goals, maintained compliance for other teams due to being cross -
skilled and trained in multiple departments.
04/1995 to 07/2006 Customer Service Manager/Supervisor
99 Cent Val - U- Mart – Modesto, California
Cross-trained and backed up other customer service managers.
Met all customer call guidelines including service levels, handle time and
productivity.
Solved unresolved customer issues.
Managed work flow to exceed quality service goals.
Facilitated inter-departmental communication to effectively provide customer
support.
Purchasing, merchandising, process inventory and business reports, in charge of
sales, A/P for vendors -handle currency/deposits, monthly balancing, assisted
banking/financial institution
provided support for PC and POS registers
scheduling, training and assisting employees, facilitate customer
needs/complaints, tested programs to validate results, .assisted in the
post-implementation troubleshooting of new applications and application upgrades.
EDUCATION
Computer Business and Communications:
Modesto Junior College - MJC - Modesto, California
Business Administration and Management
Coursework with Communications and Psychology
Computer Science:
Heald Business College - Stockton, California
Coursework in Operations Management
Strategy with Problem Solving and Management
ACCOMPLISHMENTS
Selected to train special team traveling from Philippines to our corporate
headquarters and create a 6 week training course verbal, written, soft skills,
technical and help them go live on the phones.
Compiled documentation for new credit card system that was integrated for our
newly added Canadian Clients - it was completely different from standard
software being used. Wrote a how to - user friendly documentation so that it
can be easily utilized for our staff and clients as well
Anytime CRM software was implemented, suggestions for changes needing to
be made for CRM, or new phone systems were added (Avaya, CCE, Cisco, etc)
Management staff asked that I be the initial tester before introducing it to our
call center staff. I am thorough will effectively manage it from help desk
associate perspective and our clients\' before we went through with LIVE
production.
Consistently surpassed payment posting goals that helped reduce A/R which
helped not only meet but exceed monthly goals for the team also helped our
company over all. Each month one person was selected from the
team to post payments for the month –due to being consistent in helping meet
the goals above and beyond for not only my team but other teams as well, I was
asked that I take it over permanently in addition to my other duties. I gladly
accepted, example one month we needed to post 360,000.00 I posted 590,000.00 (payments received daily)
Selected to travel overseas to train employees to support software and execute
upcoming company changes, . received great feedback from employees
and management staff from both India Headquarters in addition to corporate
location in Dublin.
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