Customer Service Active Directory
Resume:
Irmo, SC *****
**********@*****.***
KIERSTEN B. CHILDS
PROFESSIONAL SUMMARY
Experienced IT professional with a demonstrated history of working in the computer networking industry seeking to contribute my training and acquired skills within a Tier-1 or 2 technical support and/or help desk role. Expert and highly familiar with a wide variety of security, engineering, networking and operating systems, customer and end-user help desk support. Possess excellent communication and presentation skills with an Associate Degree in Computer Science/Computer Systems Technology from Midlands Technical College.
TECHNICAL SKILLS
Platforms: Windows Vista/7/10; Mac OS X; Oracle; SAP
Software: Microsoft Office (Word, Excel, Access, Outlook, PowerPoint, Publisher), Office 365, Photoshop, Adobe Animate, CS5, Dreamweaver, computer and mobile applications
Languages: Java, HTML, C++
Cyber Security
Active Directory
Ticketing System
Phone system Avaya
EXPERIENCE
Babcock Center, INC, West Columbia, SC
Information Technologist, October 2016 - PRESENT
●Develop computer information resources, provide for data security and control, strategic computing and disaster recovery
●Analyze organizational technology usage and requirements, provide software/hardware recommendation upgrades and purchase equipment as appropriate
●Assemble, install, Repair or replace equipment (ie telephones, wires, switching system components, communication lines, computer systems and networks)
●Program computerized switches and switchboards
●Manage backup, security and user help systems
●Supervise end peripheral loading of equipment by end users
●Provide technical advice on current instructional technologies, including computer based training and distance learning technologies
●Develop and design instructional materials, evaluation tools and instructional aids for stand-alone or instructor led classroom training
●Cyber Security
●Active Directory
●Provides opporational support and tier 1, tier 2 support for all employees
●Assist and lead major projcts I.e. 365 Transfer, T-Mobile Transfer, Self help classes, and Xerox contract
Teleperformance, Columbia, SC
Wellcare Account Specialist - September 2014 - September 2016
●Provided customer service support to providers and subscribers of WellCare Medicaid
●Evaluated claim status and escalated to higher authority for review when required and provided claim status, eligibility and benefit information to providers in Kentucky, South Carolina, Georgia and Florida
●Reviewed subscriber accounts concerning medication, medical and non-medical coverage.
●Verified and resolved eligibility issues, located doctors, and assisted with outbound calls when needed
●Provided on the job training support to new employees
●Handled de-escalating telephone calls to assist with individuals in suicidal crisis
Kents Corner, Batesburg, SC
Customer Service Representative - November 2009 - December 2010
●Provided outstanding customer service
●Performed cashier and janitorial duties
●Stocked shelves and coolers
EDUCATION
University of Phoenix Bachelor of Science, Business Administration
October 2016- January 2018, Jacksonville, FL
Midlands Technical College - Associate in Science for Computer Science
October 2010 - August 2014, Columbia, SC
Aiken Technical College - Medical Assistant
August 2006 - July 2009, Graniteville, SC
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