Customer Service Help Desk

Summary

Customer Service professional with troubleshooting, installation, and system update experience, results oriented, workload delegation, call center, sales, team building and innovative thinker. Supervisory and training experience.

Computer Skills:

Microsoft Office 97-2013 Computer Upgrading and Installation POS Configuration

Client-Server Networking Remote Support Experience Android Systems Experience

VMware Player 6.0 Linux Networking Physical Networking

Windows 2008-Windows 10 Email and Web Services Database Concepts

MS OneNote Computer Programming MS Word, Excel, &PowerPoint

MySQL Active Directory Printer Configuration

Atlas/SNOW Ticketing System Citrix XenApp.

Professional Experience

Circle K Help Desk (EPOS Technician) February 2017-Present

In-bound call center working with clients POS systems and attached equipment

Taking calls, tickets and emails from merchants for a variety of issues involving four different POS proprietary software packages based in a Windows XP or 7 OS.

Remotely providing a break/fix for outlook application issues

Web application support for Circle K web applications with a team of 20 colleagues, 2 leads

Applications support for Citrix enabled applications to assist with daily paperwork submission

Submitting dispatch requests through Citrix or vendor support applications

Walking clients through checking equipment for faulty wiring or ports

Troubleshooting from basic education of the client in use, to replacement of parts, to networking issues; all using remote desktop support of merchants POS units.

Troubleshoot, diagnose and repair front counter and back office hardware and software

Document, prioritize and follow up on all support tickets using the HEAT ticketing system

NeoNova Network Solutions (Help Desk Analyst) July 2016-January 2017

Troubleshooting broadband connectivity issues, broadband authentication services, wireless networking, security software (ZoneAlarm), desktop backup software (KeepIt), ISP web portal

Email & wireless user password resets, spam quarantine settings (Google Apps, Postini, Red Condor, etc), ZenDesk, MySupport, Backupify, Cpanel (web hosting)

Excellent documentation skills and follow up skills so all tickets are clearly noted for future reference and audit purposes.

Strong web application skills including knowledge of MS office applications and efficient typing skills (45 WPM).

Ability to use questioning and listening skills that support effective telephone communication.

Able to effectively approach special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnections.

Worked with a team of 15 colleagues, 4 leads

Help Desk Analyst (HCL America- Anthem Project) October 2015-May 2016

Troubleshoot VPN access for Healthcare providers that WAH and in office.

Create incident tickets using Service Now and escalating to teams with access.

Verifying access to software using Active Directory or emailing the end user access requirements.

Pushing software and software fixes if there is an issue with an application.

Reporting outages to the NOC team for priority resolution.

Troubleshooting citrix applications by reseting the receiver or updating citrix.

90% of the time remoting into end user's system to resolve issues.

Working on this project with a team of over 50 colleagues, 5 leads.

Troubleshooting mobile devices, laptops, tablets, desktops and cisco routers provided by the company.

Configuring printer/fax/scanner issues including local and network devices.

Cable Tecnician (Cisco, NC State, Biologics Building) November 2014-Present

Create network infrastructure for new buildings

Responsible for programming and testing different models of servers during production

Tests function of electronic assemblies, components, and parts according to established

Connects electronic assembly, component, or part to test instruments.

Replaced defective components and repairing defective wiring after testing

The Cedars of Chapel Hill Chapel Hill, NC March 2008- Present(part-time)

Lead Server

Supervise department of 25 employees

In charge of resetting and updating office computer systems.

Create excel tables for scheduling and budgeting

Updating changes to POS System for bi-weekly updates for Public Customer accounts.

In charge of recording system changes and adding/editing new items to over 400 customer accounts.

Xerox-Aetna FSA Cary, NC August 2010 to December 2010

Call Center Representative

Document all call information according to standard operating procedures.

Navigating through 10 account screens to research required information using the provided resources

Taking up to 50 inbound calls involving account information and making outbound calls to follow up with customers.

Identify and escalate priority issues as well as resolve customer complaints

Education

ITT Technical Institute Durham, NC Graduation December 2014

Associates of Applied Science Network System Administration

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