Customer Service Technical Support

Carol D. Fenison Bloomingdale, IL 630-***-**** ************@*****.***

Technical Support Specialist ~ Customer Support Representative

Determined and focused professional with years of progressive technical experience. Excels in deadline-driven settings with a strong desire to achieve or exceed organizational expectations. Collaborates with colleagues and stakeholders at all levels, both as an independent contributor and valued team member. Flexible in learning to incorporate new programs into existing processes. Core Competencies and Technical Skills include:

Strategic Planning & Analysis Time Management Critical Thinking Troubleshooting

Help Desk Operations Customer Service Delivery Team Supervision Technical Expertise

Organizational Skills Interpersonal Communication Research Billing Functions Quote Development

Vendor Relations Stakeholder Engagement SAP Lotus Notes SharePoint Heat Active Directory Service Now Salesforce MS Outlook VPN Mainframe AS 400 MS Office Suite 2013 Cisco Finesse Vram (vista remote access management) Symantec Endpoint Encryption (see) Citrix Storefront Skype For Business

Remedy TriActive MS Office Suite 2016 MS Office Suite 365 Windows 10/NT/XP

Professional Experience

Department of Veterans Affairs (Contractor) 08/2017- 03/2018

National Service Desk (NCD) Team Member

Provided front line support for it services, systems and operations. Severed as the central point of contact for enterprise-class it service support, outage, notification, and information dissemination.as a nsd team member supports over 400,000 VA and none VA staff. Operates throughout the VA as a virtual, geographically dispersed organization, providing VA users an immediate, first line of support for IT hardware, software and connectivity problems and request for new services. Daily routine operations and maintenance of IT software system applications, communicates with end users understands issue related to end user applications.

Troubleshoot it related issues for customers on a multitude of va application

Gathering and compiling information for analysis based on discussion with operational staff

Input and document problems, finding, outcomes and reading technical documentation

Answers calls, email, instance message

Macy’s

Customer Support Sales Associates 10/2016 – 03/2017

Greeted customers and determined their needs and wants

Prepared sales and accepted payment through cash, check and credit card

Quoted prices and discounts as well as credit terms

Answers customer’s questions and concerns

Assist in display of merchandise

Insight 09/2007 - 04/2016

Technical Support/Level 2 Service Desk/Call Manager-ICC Command Center

Delivered ongoing, comprehensive support for various systems including PC desktops and laptops, BlackBerry devices and other handheld PDA’s. Offered useful troubleshooting and support in an effort to ensure smooth technical operations at all times. Configured wireless networks and installed various programs, including Microsoft Outlook and Webmail; completed all supporting documentation. Secured ID and Cisco VPN software support; also handled Microsoft Vista, Windows XP/2000 and MS Office. Coordinated all project work and client/vendor sales, including quoting and billing.

Merged with another department with no formal training on several of the processes that were put in place; self-taught processes and achieved 80% utilization without supervision

Designed a project to client specification/SOW and developed/implemented a process with input from all department heads in accordance with customer feedback; resulted in contract renewal over the next few years

Client server went down and needed a replacement part and technician support immediately; located part and technician in four hours thus allowing for ongoing operations with zero downtime

JP Morgan Chase 12/2006 - 09/2007

Technical Support/PC Technician, Help Desk

On-boarded by the company to deliver remote desktop support to over 100K local and global internal users seeking to connect to the company network from office, home and travel environments. Reset passwords as needed. Replied to general navigation “how-to” inquiries via phone or email. Configured and installed Lotus Notes, Webmail and Outlook. Reset and administered mainframe passwords within Citrix and Novell clients.

Secured passwords for ID and VPN software to allow for remote access to the Cisco VPN and AT&T Global Networks

Managed all elements of the SAP and Peregrine ticketing systems and all related documentation

Resolved all client issues within 20 minutes after receiving the call; worked diligently to ensure overall satisfaction at the end of each call

The Pampered Chef 03/2005 - 12/2006

Quality Assurance Inspector (Contractor)

Recruited to establish company-fueled initiatives via the creation and implementation of processes that ensured quality control in alignment with internal specifications. Created product file specifications for all existing items and standardized existing product blueprints to keep products aligned with predetermined size and dimensions.

Devised a procedure used to track and record inspection data for all North American products

Documented the process used to identify key quality characteristics and specifications in the vendor certification process; proved essential in ensuring overall craftsmanship

Target 04/2003 –11/2006

Customer Service Associate/Cashier

Developed and facilitated customer resolutions during item exchange and refund processes. Presented and stocked merchandise to help engage customers and generate revenue.

Assured Quality Technologies 10/1995 – 03/2003

Supervisor, Testing Department

Managed testing operations that contributed actively to the research and development of prototype circuit boards. Guided, mentored and supervised a dynamic and dedicated team of 13 staff members. Managed processes and assisted staff with escalated issues as they arose. Ensured that all completed testing efforts adhered to client specifications and upheld high levels of data integrity at all times when completing reports that detailed the quantity of the boards that were tested and ready for shipment.

Education & Credentials

Bachelor of Applied Science, Information Systems Security (ISS), Westwood College

Technical Courses, A+ Hardware, Westwood College

Brain Bench Certifications: Network Security, Security Industry Knowledge, Information Technology Terminology, Computer Fundamentals (Win XP) and Computer Technical Support

Contact this candidate