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Customer Service Microsoft Office

Lithonia, Georgia, 30058, United States
May 16, 2018

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Vida Kaye Kassel

*** **** ***** **** *********, GA 30296 678-***-****

Education: Clayton State University: 2013 - 2015

Savannah State University: 2015 - 2016

Skills & Qualifications

Avid in system analysis

Ability to perform schedule management

Ability to handle advanced problem solving by using critical thinking, deductive reasoning, and recognizing patterns of different situations

Advanced conflict resolution of different latitudes

Strong capability and experience in technical support

Microsoft Office Specialist Master

Expertise in device management for hardware systems and mobile support

Strong interpersonal skills and substantial experience in customer service

Ability to manage system and user settings and preferences

Adequate experience with detailed technical documentation of conflicts, troubleshooting, and resolution

Organizational skills and experience, as well as reliability with performance and quality of work

Strong willingness to learn, and ability to adapt to new environments per users’ needs

Professional Experience

Helpdesk Analyst: Intelliteach, Atlanta, Ga (Aug 2016– Present)

Remotely troubleshoot computer issues through telecommunication devices that include phone (iPhones, androids, and office phones), Internet routers, fax machines, Mac and Windows laptops/desktops, and mouse/keyboards.

Troubleshoot document management systems and each systems’ several variations for different clients such as: Filesite with Matter Centricity, Netdocuments, iManage DeskSite, and Worldox

Regulate directory through client profiles such as verification of identity, account security settings, password configuration settings, and external account details/assistance.

Regulate group directory distribution lists such as: adding, removing, and modifying users in the database

RSA administrative privileges such as: Set up temporary RSA passcodes, assign and distribute software RSA tokens, clearing RSA pins, and determining profile issues using Authentication Monitors.

Troubleshoot Legal documents for all Microsoft office suite programs.

Set up, install, and troubleshoot software issues

Troubleshooting with time/billing software such as: Aderant, Time builder, Elite Webiew, Carpe diem, and more.

Troubleshoot issues with pdf software such as: Nuance, PDF converter, Adobe suite, and more

Wireless troubleshooting including: configuring ip addresses, modifying dns settings, and manipulating the command prompt to fix wireless connectivity issues

Troubleshoot and install virtual machine software such as: Citrix, VMWare, Ultra VNC, RDP, Proxy, GoToAssist, Kaseya

Provide customer service involving assisting legal personnel and technicians for law firms regarding hardware, software, email management, Internet, administrative, document, and account issues.

Manager/Sales Representative/Technician: Wireless cell phone store (Dec 2013 – July 2015)

Created and managed schedules for associates, delegated daily duties, managed stock, kept documentation of daily, weekly, and monthly inventory, and assisted associates with issues, questions/concerns, and duties, while maintaining a professional customer service friendly environment.

Sales oriented, met and exceeded sales goals every month.

Provided exceptional customer service daily regarding sales, as well as hardware issues.

Troubleshot issues with mobile devices, including Wi-Fi connectivity issues, mobile network service issues, general inquiries regarding the functionalities of the mobile devices for sale, and hardware issues such as screen replacements or device replacements.

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