Customer Service Active Directory
Resume:
LAUREN E. SHIPLEY
**** ******** ****, *** *******, TX 78255
Email: ******.*.*******@*****.***
OBJECTIVE
To perform and excel in a technical position within a quality setting utilizing my ambition, my desire, my drive, and my abilities, developed through my technical experience. To foster my skills in a progressive organization that emphasizes training, growth, and professionalism within a result oriented environment.
TECHNICAL SKILLS AND KNOWLEDGE SUMMARY
USAA
Wells Fargo Bank
Crown Data Systems
Able to provide quality customer service while multitasking in a demanding call center environment
Provided training and technical assistance to users and internal staff
Demonstrated customer service by clearly verbalizing troubleshooting steps with end users, and executed written communication by way of email
Consistently provide the final escalation point for chronic issues, following them through resolution.
Maintained a First Call Resolution rate of 74 percent in a call and chat environment
Proficient in supporting virtual machines using Citrix VMWare in conjunction with thin clients
Exceled in Average Handle Time by reducing calls and chats to 11-12 minutes
Experience with VOIP including Cisco and Avaya
Used Active Directory to manage primary and secondary LAN accounts as well as adding group permissions and temporary administrative rights
Assisted with mapping topologies for local area networks
Efficient with supporting Office 365, Office 2007
Support Windows 7, Windows 8, Windows 10, Windows XP, Windows 2000
Proficient with troubleshooting printer issues and mapping network and local printers
Training staff has used my calls and chats as a benchmark for new hires
Coordinated major outages and created bridge calls to affected personnel and groups to resolve the outage
Experience with ServiceNOW, Service Manager and BMC Remedy ticketing systems
Profound customer service reviews from end users
Replace and re-use hardware peripherals for end users
Began upgrading RAM on machines when in the third grade
USAA
IT Service Desk Analyst 10/2015-7/2017
Provided click to chat and Windows based phone support, along with proprietary software for USAA.
Offered remote assistance to inbound users for support, so that the ticket wouldn’t have to be escalated falling short of our internal customer service ratings.
Headed up a team that handled the creation of new knowledge-based articles used in troubleshooting and investigation.
Handled password resets and worked within in Active Directory to offer support for LAN accounts.
Worked closely with upper management supporting virtual machines using Citrix VMWARE.
The training department utilized me to work on training processes as well as give additional training for new hires that may have been falling behind. The methods used were, various role plays, and shadowing my inbound calls/chat tickets.
We were also able to train in a real-life situation where they were able to see and work in a fast paced environment that we dealt with on a daily basis.
The trainers also used recordings of my inbound calls as benchmark on how to handle a proper inbound call, even in the most hectic and frustrating situations.
The leadership team would utilize my skills as a subject matter expert in the effort to “touch” every agent so they understood that I was there as instant support should something outside of their skill-set come their way, using this type of support system we found that the agents were more productive and achieved a lower average handling time, with increased customer satisfaction scores, and 74% less tickets going into an elevated status.
Wells Fargo Bank
PC/LAN Analyst II-San Antonio, TX 8/2007-12/2013
Provided second level remote desktop support for the WFDC managed platform in a dynamic help desk call center environment. Part of the work performed in the call center environment included communicating with customers through inbound and outbound calls tracked through an automated phone system.
Efficient at utilizing specified systems and diagnostic tools to resolve workstation related issues escalated from the front line teams. I also assisted with the evaluation of escalated problems to resolve chronic issues related to the WFDC environment.
Partnered closely with the EUC configuration center to image, ship and track return of equipment from the field.
Provided formal feedback to the Tier 1 environment to identify training and documentation needs following a defined process.
Was also responsible for training and provided technical assistance to users and internal staff.
Crown Data Systems
Technical Support Specialist-Universal City, TX 6/2005-9/2006
Performed troubleshooting on both hardware and software
Reloaded operating systems and configured peripherals.
Prepared old machines for salvage by wiping hard drives and removing add-ons that could be re-used.
Reimaged machines
Replaced hardware needed for the workplace such as hard drives, printers, CD/DVD drives
Upgraded memory for machines
Assisted with Windows 2000 and Windows XP transition roll-out within the company
Education
Northwest Vista College & S.A.C –San Antonio, TX 2004-2006
General classes towards Bachelor’s Degree in Business Administration, also took IT classes.
Community Activities
“I Have a Dream” Foundation-San Antonio, TX 2006
I had the pleasure in assisting with a Windows 2000/ XP rollout. I installed and updated Windows 2000 XP on designated computers, installed Antivirus software, and installed Spyware protection software. I also assisted with dropping lines for their learning lab providing network support.
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