PROFESSIONAL SUMMARY

Technical support and customer service representative adept at resolving complex network issues. Critical thinker who address customer support issues in a quick manner and who consistently exceeds performance standards. Level headed and calm in stressful situations with well-developed people skills

PROFESSIONAL EXPERIENCE

04/15-Present

Help Desk Analyst

HCL America-Cary, NC

Developed an understanding of the numerous process flows to other IT systems, (Service Now, Powershell)

Created Help Desk tickets in the designated ticket tracking system, provided an initial acknowledgement to the end user validating receipt of the ticket (Remedy)

If possible resolved ticket, communicated resolution to the end user and obtained customer sign-off

Assisted users with account creation, Password resets and unlocks accessing and using IT systems (Active Directory, Atlas, RedPrairie,End Point Protection)

Updated Standard Operating Procedures documents to adapt to new system functionality or configuration changes

Provided daily written and oral communications, made recommendations for improving documentation

Ensured compliance with security procedures for data handling, participated in planning sessions for process improvement

Completed daily reports and morning checklist

Windows PC Remote Desktop Support

11/11 – 4/15

ROUTE SPECIALIST

Sears Holding Corporation – Morrisville, NC

Designed and analyzed routes and schedules improving productivity and effectiveness.

Maintained routes taking into consideration district parameters and technician work/life balance.

Monitored driver route performance using web-based applications, tools, and reports

Used system tools to evaluate route solution efficiency and predicted impacts to the business and customers.

Communicated with routing team support departments and all levels of management, solving any issues that may arise.

Provided feedback on call growth, group specialization, as well as other parameters approving the routing solution.

Responded to escalated customer and solved service issues

Worked through excess capacity (find jobs in SERVICEPower)

Minored technical support to technician SST Laptops

8/07 – 11/11

CUSTOMER SERVICE PROFESSIONAL

Affiliated Computer Services- Aetna

Advised members of medical and prescription benefits.

Assisted members with co-payments.

Assisted members with questions on claims.

Made outbound calls to providers to assist member when necessary.

Assisted members with making payment by phone.

SME

Help desk

6/01 – 8/07

DIRECTOR ASSISTANT

C and C Daycare

Assist the director with planning, managing, marketing, and directing a childcare program.

Teach and monitor children when needed.

Maintain center paperwork, keeping files on each child and proof of meeting government regulations.

Work with the director to establish, evaluate, and revise curriculum.

1/06 – 4/07

TAX PREPARER

Jackson Hewitt Tax Services

Complied with taxation requirements by preparing and filing tax documents.

Prepared financial reports to be processed by gathering, sorting, and organizing documents.

Inputting data

Completed forms using software, records tax.

Filing confidential reports

Selling upgrades

EDUCATION

Fayetteville Tech – Bio-Works Certificate

University of Phoenix – Associates Business Management – 11/06 – 3/09

Central Carolina Community College – Medical Coding Certificate 08/15-present

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