Customer Service Technical Support

FILOMENA “MARIE” JOHNSON

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

Grand Prairie, TX - 214-***-****

PROFESSIONAL SUMMARY

Tier I & II Desktop Support Rep., CSR III, Lead-Floor Walk, Assist Manager, Win 95-10 OS

Network/VPN, Citrix, Cisco, VMware, VoIP, SAP, iOS-Android, Airwatch, Blackberry

MS:OS/Apps/Products, Power Shell, Active Directory, OneDrive, Service Now, Remedy

Migrations, Tokens-RSA Console, OST/PST, Zantaz/E-Vault, Lotus-Lync-Skype-Yammer

Excels in Fast Paced-Changing Environment, Creative-High Energy, Loyal-Reliable

PROFESSIONAL EXPERIENCE

Experis (Contract) @ City of Arlington 04/2018 – 06/2018

IT PC Support Technician

New PC Rollout, Backup/ Restore Profiles, D: Drive, Collect Expired Lease PCs

Configure Outlook, Set Security/Power Settings, Map Drives, Verify log-on/Software

Verify Data, Map Printers, Scanners, Labelers, Reinstall Software (SCCM)

Apex Systems (Contract) @ Pier 1 Imports Corporate 06/2017 – 07/2017

Technical Support – POS Migration Support

Service Now, System Center Configuration Management Console (SCCM)

Remote Desktop Services (RDS), Power Shell, POSMON, Outlook 2013 Email,

Field Techs call in for assistance with Pin Pad/Cradle Point Installs in Pier 1 Stores

Modis (Contract) @ AIG Insurance 10/2016 – 01/2017

Technical Support Help Desk Rep. – Migration Support

MS Exchange to Outlook 365, Active Directory, Airwatch, RSA Console, ARS

Service Now-Create/Resolve/Reassign Req/Inc, Backlogs, Desktop/Laptop, iPhone, iPad

Outlook 2010-2013 E-Mail, Profiles, Lync, Dist. List, Mailbox, .OST/.PST Folder Issues

Chipton Ross, Inc. (Contract) @ Northrop Grumman 02/2016 – 08/2016

Technical Support – Help Desk Rep.

Desktops/Laptops, Docks, iPad, Apps, Software, VoIP, Windows, HTC Win / Blackberry

Create/Resolve/Reassign Req/Inc, Backlog Tickets, OneBadge Rekey PKI Cert/Password

Outlook 2007-2013 E-Mail, Lync, Skype, Airwatch, Citrix, SAP, Active Dir, Tokens

Server-Jump Server, Dashboard, Active Client, ScoTool, Digital Shield, Service Catalog

Volt (Contract) @ Computer Science Corp. (CSC) 04/2014 – 03/2015

Senior Technical Ambassador- Help Desk Rep.

Resolve/Create/Reassign Tickets in USD, Remedy 4 & 7, Service Now, Enterprise

Desktops/Laptops, iOS Devices, Airwatch, Apps, Software, Leveraged Five Accounts

Lotus Notes-Outlook365 Chat, Email Archive, Zantaz/E-Vault, iPhone, Blackberry

Analysts International (AIC) (Contract) @ Mohawk Ind. 05/2013 – 07/2013

Senior Technical Support II Rep. - Migration

• Lotus Notes-Outlook 365, Citrix System, Enterprise, Airwatch Agent/Console, Ex/Import Data • Laptops, Desktops, iPhone, iPad, IPods, Android, Galaxy, Blackberry, Remove/Re-Install

Express Employment (Contract) @ American Airlines CU 02/2012 - 12/2012

Technical Support Help Desk Rep. - Migration

Troubleshoot Enhanced Security, Adobe, Browser/Internet Options & Settings

Verify Browser Ver./Type, OS, Security Setting, Favorite, Bookmark, Preferable Set-up

Telvista 12/2010 - 10/2011

Technical Support - Help Desk Rep.

Verizon FiOS Phone, TV, Cable, Internet, Generate Test in DTI System / Storc System

Activate, Reset, Modem/PC/Laptop, iOS, Resolve/Open Citrix Tickets, Dispatch Techs

First American Mortgage 02/2010 - 09/2010

Mortgage Customer Service

Work Orders for (Chase, EMC, WAMU) Generate Escrow Analysis, Update Tax Lines

Verified Tax Disb, Escrow Refunds, Explain DLS Letters, Forced Escrow, Tax Office

United States Small Business Administration 09/2008 – 01/2009 Support Technician

Screen/Processing Apps, Generate Request, Approval & Denial / FEMA Referral Letters

Credit Reports, Projects, Mail Sort & Dist., Cross Train - IRS Request & Scanning Dept.

Washington Mutual 02/2008 – 09/2008

Senior Customer Service II

APR & Interest Charges, Fraud, Card Re-Issue/Replace, Credit Report-Billing, Special Projects

Account Temps Staffing (Contract) @ Dr. Pepper 08/2007 – 11/2007

Route Auditor

• Audit Receipt/Invoice, Adjustment, Buyback, Over/Short, Deposit, Ad Hoc/ZRTE Report

EMC Mortgage 08/2006 - 08/2007

Mortgage Servicing

Assisted Home Owners with Servicing their Home Loans, any and all questions

APR Rate/Change, Pre-Payment Payoffs, Fines/Fees, Due Date/Changes, Research Docs

Hesco Southwest 03/2003 - 08/2006

Assistant Manager

Trained Employees / Books & Reports / UPS download / Shipping & Receiving

Citrix Ticket / Invoices & Packing Slips / Bin Hits / Relabeled and Replaced Bin Boxes

Arch Wireless 01/2000- 02/2003

Technical Support - Help Desk Rep.

Customer Service-Promoted CS II -Escalated Calls/ Floor Walk/ Upgrades/ Down Grades

Tech Support Group (Promoted) Resolve Technical Issues/ RDS Forms/ Outages/

EDUCATION - GED 06 / 1990 - Paralegal Certificate (Non-Board Cert.) 11/1990 (Lost/House Fire)

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