Customer Service Microsoft Office
Resume:
BOYD THURSTON
Denver, Colorado, 80237
*************@*****.***
SKILLS SUMMARY
Solid understanding of computers and technology.
Practice with creation of Entity Relationship/UML/Use Case Diagrams.
Familiar with Waterfall Methodology.
Proficient using Microsoft Visio and Microsoft Office Applications, especially Excel and PowerPoint.
Experience generating Transact-SQL Queries.
Extremely analytical.
Ability to work both in a team environment and independently on projects.
Able to communicate efficiently and effectively.
Self-motivated, curious, and very proactive.
Excellent customer-service related skills.
Fast-Learner.
EDUCATION
AND
CERTIFICATIONS
METROPOLITAN STATE UNIVERSITY OF DENVER, DENVER, CO
Bachelors of Science in Computer Information Systems, 3.34 GPA, May 2017
Related Coursework: Systems Analysis and Design (A), Managerial Statistics (A), Business Communication (A+), Principles of Quality Assurance (A), Public Speaking (A), Principles of Macroeconomics (A), Principles of Microeconomics (A), Business Communication (A+), Principles of Accounting I (B-), Principles of Accounting II (B), Managerial Finance (B), Structured Problem Solving (B), Management Science (A), Business Ethics (B+), Database Management Systems (B), Network Installation and Administration (B), Business App Development (B), and Strategic Management (B)
MICROSOFT CERTIFIED PROFESSIONAL
70-764: Administering a SQL Database Infrastructure
DEGREE RELATED PROJECTS
Degree Capstone: The purpose of this project was to design, develop, and implement an application to improve the current business process of a hypothetical Animal Shelter. Working as a team of four, we interviewed multiple volunteers and employees at a local animal shelter to identify additional business requirements that could be used alongside predefined business requirements, as well as gain a better understanding of their current business process. After, my team consolidated the information gathered to establish opportunities for process improvement. Using this information, my team designed an application to satisfy the business requirements. This was accomplished through sketching how the application’s user interface should look on each screen, modeling database relationships and application logic using Entity Relationship/UML/Use Case Diagrams, and determining the technical specifications to be used to create the application. After the application was complete, extensive testing was performed to identify and fix any bugs, as well as confirm that the application satisfied the business requirements previously defined.
WORK EXPERIENCE
COGNIZANT, ENGLEWOOD, CO
Service Desk Representative, Mar 2017 - Present
Provide troubleshooting and quick resolution of problems through the utilization of strategic questioning to efficiently and effectively identify the root cause of a problem.
Improve current team provisioning processes to maximize long term efficiency using scripting.
Generate reports as requested by clients using Transact-SQL.
Accurately and concisely intake time sensitive information to initialize Escalated Incident Management engagement.
Provision access requests for various hosted clients and internal users.
Adhere to extensive audit policies and procedures.
Maintain a 24-hour SLA for provisioning access requests for Blue Cross Blue Shield of North Carolina.
Utilize organizational knowledge to route tickets to the correct teams and escalate issues that require another team’s attention.
BLUE CROSS BLUE SHIELD OF NORTH CAROLINA, REMOTE
Dedicated TriZetto Application Support Liaison, May 2017 - Present
Identify and implement potential cross-organizational process improvements.
Maintain a 24-hour SLA for provisioning access requests.
Provide dedicated support related to various TriZetto hosted applications for Blue Cross Blue Shield of North Carolina employees.
Follow and maintain Blue Cross Blue Shield of North Carolina’s internal compliance policies.
PAPA JOHNS, THORNTON, CO
Delivery Driver, Sep 2015 – Mar 2017
Listen to and resolve customers' complaints regarding products and services.
Provide outstanding customer service.
Maintain a high attention to detail both in store and on the road.
Collect money from customers, make change, and record transactions on customer receipts.
Work in a team environment.
KING SOOPERS, THORNTON, CO
Courtesy Clerk/Cashier/Meat Clerk, Mar 2013 - Aug 2015
Required great customer service skills and a prominent level of multitasking.
Operate a computer/register to efficiently and accurately ring up customer's groceries.
Follow cleaning/inventory procedures.
Adapt to a constantly changing environment.
Use a handheld computer system to track and update inventory.
HOBBIES
Video Games, Android App Development, Drawing, Archery, Hiking
- Minimum 3 years of experience in a successful and professional business analysis role
- Minimum 3 years documenting detailed functional requirements with an eye on usability and auditability
- Proficient in Microsoft Office Suite Word, Excel, PowerPoint, Project, Visio, SharePoint Proficient in Development Requirement Management Tools SQL, XML, TFS
- Excellent analytical and problem solving skills with a close attention to detail
Preferred Skill Requirements:
- Experience in the mortgage industry with emphasis on loan origination and fulfillment in retail, correspondent, broker and or secondary marketing
- Bachelor s Degree in Business, Computer Science or a related field
- Demonstrated project management skills
- Experience with Web based software applications
- Hybrid Agile software development methodology
Professional skills:
- Process focused mindset
- Results oriented attitude Desire to make a difference
- Attention to detail and accuracy
- Ability to prioritize and coordinate multiple projects simultaneously
- Creative, outgoing and professional demeanor
- Proactive team player
Contact this candidate