IT tech support, Microsoft Office, customer service

ERIK HITECHEW

*** **** **** ****, ****, TN *****

423-***-**** (Cell) LinkedIn ************@*****.***

Candidate with office/IT background, receptionist/call-center/support/Microsoft Office/Active Directory experience seeks full-time IT or customer-service position in east Tennessee or elsewhere. Will consider relocating.

TECHNOLOGY/CUSTOMER SERVICE EXPERIENCE

Seasonal part-time tax professional and receptionist, HR Block; Gray, Tennessee 01/18 – 04/18

Completed client tax returns per information, security protocols; advertised additional products, services

Completed incoming and outgoing phone calls for scheduling client appointments and answering questions

Completed receptionist duties such as filling coffee pots, dumping garbage, hanging bulletin board reports

Worked late-night/after-hour shifts to bring in extra online customers and additional revenue for office

Part-time IT and Marketing Support Staff, John Rotty / Office Planning Group; Gray, Tennessee 12/15 – 01/18

Designed business strategies alongside proprietor for small office-furnishing company

Gathered lists of contacts to receive email-based advertisements for products and services

Explained, advertised company functions and services to potential customers via call-based advertising

[Volunteer] Helped assemble workspaces for Second Harvest Food Bank, Kingsport, TN (20 July 2016)

Advertised products and services to potential Tennessee, Kentucky clients via phone-based marketing

Customer Service and IT Assistant, Allied Dispatch Solutions; Johnson City, Tennessee 11/15 – 12/15

Dispatched third-party towing and other roadside-assistance services using phone and mapping software

Documented nature and customer-side costs of services scheduled

Received perfect-quality commendation on phone call, November 2015

Fixed simple computer issues for agents, e.g., routing audio through agent headsets instead of speakers

Unlocked agent accounts and reset passwords

IT Service Center Help-desk Analyst, PDS Tech (for Northrop Grumman); Lebanon, Virginia 07/15 – 08/15

Answered and transferred incoming phone calls and chats in fast-paced team and computer environment

Navigated multiple programs (including Active Directory) and information databases to provide solutions

Received and handled support requests from web-submitted customer tickets

Documented provisions of remote assistance and credential changes or resets per security protocols

Followed up support requests at a later time when necessary to ensure long-term quality of solutions given

Assisted call-floor teammates via agent chat, providing knowledge-based references when possible

Relayed information to help-desk Knowledge Base specialists to ensure accuracy and timeliness

Maintained strict confidentiality of clients' information and classified information per company standard

Loan Application Processor, Advanced Call Center Technologies, LLC; Johnson City, Tennessee 06/14 - 07/14

Verified student loan applications and identity documents in fast-paced team and computer environment

Referred possible signs of application or document fraud to appropriate internal departments

Maintained strict confidentiality of applicants' and cosigners' personal information per company standards

ADDITIONAL EXPERIENCE

Part-time Drive-through Crew, McDonald's (J.E. Davis Enterprise); Johnson City, Tennessee 10/15 – 11/15

Completed customer transactions (cash handling, credit, debit, making change) quickly and accurately

Coordinated with team members to ensure correct synchronization of food orders and requests

Holiday Retail Associate, Toys “R” Us; Johnson City, Tennessee 10/11 – 01/12, 12/12 – 01/13

Completed financial transactions and suggested additional products and services as point-of-sale cashier

Dealt politely and helpfully with frustrated or unruly customers, preventing escalation of difficult situations

Researched, explained product benefits and differences to aid, empower customers in making decisions

Prospered in a customer- and team-based setting, fostering friendships with wide variety of individuals

ERIK HITECHEW

617 Free Hill Road, Gray, TN 37615

423-***-**** (Cell) LinkedIn ************@*****.***

COMMUNITY OUTREACH

Volunteer Staff, One Acre Café; Johnson City, Tennessee 02/14 – 06/15

Table busser, dish washer, floor sweeper, assistant food/drink preparer for nonprofit community restaurant

Mountain States Health Alliance Volunteer, Johnson City, Tennessee Medical Center 03/14 – 06/14

Answered telephones in hospital security office; forwarded requests to on-duty security staff as necessary

Cropped and resized images for staff via computer; created and maintained Excel spreadsheets

Library Main-Desk Volunteer, Central Baptist Church; Johnson City, Tennessee 03/11 – 12/11

Processed books, DVDs, and other products in and out of circulation

Registered new library members for accounts using computer organization system

Wellmont Health Systems Volunteer, Holston Valley Medical Center; Kingsport, Tennessee 02/11 – 10/11

Front-desk receptionist--transferred incoming phone calls via PBX to patient rooms and nurse stations

Helped guests and visitors navigate hospital facilities by escorting or providing directions

Caretaker, Assisted family members with elderly live-in relative's needs 11/06 – 11/13

PROFESSIONAL DEVELOPMENT

Software: Microsoft Word, Excel, PowerPoint, Outlook; OpenOffice Writer and Calc; GIMP image-editing; Windows XP, Vista, 7, 8, 10; various password-reset interfaces for programs and systems such as SAP and Sophos SafeGuard Encryption; ticketing documentation via Salesforce at Allied Dispatch Solutions and via a different program at Northrop Grumman via PDS Tech; Active Directory via PDS Tech

Training: Cashier/point-of-sale experience at Toys “R” Us, McDonald's; customer service, theft prevention, fraud detection via Regulatory University at ACT / Advanced Call Center Technologies; phone answering, customer follow-up/resolution, security adherence, problem-solving skills at Allied Dispatch Solutions and at Northrop Grumman via PDS Tech

EDUCATION

Bachelor of Science in Computer Science (Honors-in-Discipline program) May 2010

East Tennessee State University, Johnson City, TN

Accreditation: Computing Accreditation Committee – American Board of Engineering and Technology

Volunteer project: Installed wireless routers, set up Internet filters for after-school homework room, National Baptist Memorial Church, Washington, D.C. March 2010

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