Customer Service Information Technology

Camille G. Madode

*******@***.***

Phone: 361*-***-****

Professional Summary

Motivated and academically gifted recent Ivy Tech Community College graduate, with a 3.6 GPA and Dean’s List certificate. Currently pursuing a bachelor’s degree in Computer Information Technology. Customer service professional able to negotiate and problem solve quickly, accurately, and efficiently. Adept at multitasking to achieve individual and team goals. Diverse background includes management, customer service and banking. Committed to quality and excellence. Bilingual in French, Spanish, Italian, Portuguese Employers

Allied Solutions, LCC

IT Service & Support Specialist 2015-To Present

• Field incoming help requests from end users via both telephone and work orders in a courteous manner.

• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.

• Build rapport and elicit problem details from help desk customers.

• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.

• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.

• Apply diagnostic utilities to aid in troubleshooting.

• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

• Identify and learn appropriate software and hardware used and supported by the organization.

• Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.

• Test fixes to ensure problem has been adequately resolved.

• Perform post-resolution follow-ups to help requests.

• Develop help sheets and knowledge base articles for end users.

• Perform related duties consistent with the scope and intent of the position. Bell Techlogix

Tech Support/ Service Desk Analyst Tier 1 2013-

2015

Maintained and updated filing, inventory, mailing, and database systems, either manually or using a computer.

Troubleshooting, analyzing and resolving complex technical problems, utilizing advanced resolution procedures.

Technical/Customer phone support for multiple companies, including emails, callbacks, and voicemails.

Answering Tier 1 questions and escalating the appropriate issues to the appropriate departments

Managing call queues to meet SLA’s and assigning agents to specific tasks to be completed in a timely manner.

Resolved customer complaints and concerns with strong verbal and negotiation skills.

Displayed courtesy and strong interpersonal skills with all customer interactions.

Built and maintained successful relationships with service providers, deaers and consumers.

Maintained composure and patience in face of difficult customer situations.

Processed an average of 100 inbound and outbound technical support calls.

Support customers with online billing and account issues. ADESA

Skip Tracer 2014- 2014

Use any number of resources and databases to collect the required information. As such, skip tracing often involves accessing the following:

Phone number databases

Credit reports

Credit card applications

Job applications

Criminal background checks

Loan applications

Utility bills

Public tax information

Public records databases

Courthouse records

Department store loyalty cards

Air travel records

Driver’s license/vehicle registration departments. Fiserv, Indianapolis, IN 2004 – 2011

Customer Service /Coordinator

Leading Twelve People in my team, we receive call from different Credits cards companies and Banks. I coordinate all credits card orders, choose the type of card, and make all the papers work.

Card Manufacturing (Visa and MasterCard Cards

Marketing Letters

Tax Forms

Health identification Cards

Store Cards (Macy’s, Sears, Bloomingdales, etc Autoliv North America INC., Indianapolis, IN 2002-2004 Customer Service/Bookkeeping

Assisted with public relations, payroll and opening/closing monthly and yearly budgets. Washington Mutual Bank, Brooklyn, New York 2002-2002 Bank Teller/Customer Services

Cash Checks

Deposits

Cash Handling

Bank to Bank Transactions.

Course Work

Information Systems Fundamentals * Logic, Design & Programming * Network Fundamentals

* Database design and Management * Website Development * System Analysis and Design * Structured Query Language * Database Design Management Systems * Microcomputer Operating System * Linux Fundamentals * PC Technology Essentials*Network Server Technologies*Windows Client Operating System*Window Network Operating Systems* Project Management* Operating System* Organizational Behavior and Leadership* *Network +* Education

Ivy Tech Community College, Indianapolis, IN

Associates in Science Computer Information Systems Concentration in Database Management

Western Governors University

Bachelor of Science, Computer Information Technology Expected graduation 2017

OTHER STRENGTHS

Excellent bilingual communication skills

Cultural awareness and sensitivity

Exceptionally professional demeanor

Ability to work in a fast paced environment and multitask

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