Customer Service Training

'PROFESSIONAL SUMMARY

Thrived in deadline-driven environments and have gained excellent team-

building skills. Advised and implemented a ticket tracking system which

involved service level agreements and a history of producing accurate

statistical reports using Crystal Reports. Accustomed to handling time

sensitive and confidential legal documents. I have a talent for quickly

mastering technology. Certifications consist of; MCP, (Microsoft Certified

Professional) HDI-Customer Service) MOS (Microsoft Office Specialist) 2003,

2010 MCAS

(Microsoft Certified Application Specialist) 2007. Flexible and versatile,

able to maintain a sense of humor while working under pressure.

Technical Skills/Software Knowledge:

. Microsoft 2003/2007/2010-includes Outlook, Access, Excel and

PowerPoint, Word, InfoPath and SharePoint

. Litigation Software: Summation, Casemap, Ipro, Concordance

. Paragraph Numbering Software: Softwise, lnnova, Payne Numbering,

MacPac, ICreate

. Additional Software used: Workshare Professional, Adobe Professional,

Nuance and ChangePro

. Citrix Management, RSA Console/SecureID

. MS Exchange/Active Directory Windows XP, Windows 7

Document Management Systems:

. Administrator for Interwoven/Autonomy (Filesite, Mailsite), PC

Docs/Hummingbird, Heat, Track-it, Remedy, Magic,

. Administrator for Footprints and Touch Paper.

. Authoring Tools: Tutor Pro, Captivate, Adobe Connect

. Remote applications: Lan Desk Tools, SMS, VNC, Altiris, Bomgar

. Mail System: MS Exchange, GroupWise, Lotus Notes, Active Directory

. Additional: VPN, Citrix Console Management, Vmware

. Hardware: Laptops, Desktops, AV setup and Conference room set-ups,

Blackberry, IPhone, IPad, MacBook

. Printer: HP troubleshooting and set-ups

. Avaya, Cisco VOIP Telephone systems

Certifications:

. HDI

. MCP

. MCAS 2007

. MOS 2003, 2010

Training and Development:

. Scheduled classes and instructors according to availability

. Composed and organized training procedures, created courseware,

handouts, and mini online lessons

. Evaluated training materials that would best fit the firm's needs

. Monitored training cost to ensure budget is not over extended

. Designed and planned new hires orientation and training

. Assessed training needs through questionnaires and interviews

. Met state mandated benchmarks for training programs

. Direct training for customer service based environments

. Training: Trained youths and adults in the following areas; Customer

Service, Business Skills, Office Procedures, Soft Skills, Human

Relations, Medical Office Procedures and Job Development

MRB Training Consultants, New York, NY Helpdesk

Supervisor/Trainer

April 2010-August 2012

Created and trained new hire employees, ongoing training for consultants

and employees using Microsoft products 2007/2010. Managed three helpdesk

analyst and trained them using customer service management and technique.

Developed a knowledgebase for helpdesk questions and answers. Evaluated

work performance. Dealt with difficult customers ensuring they received

quality service for their needs. Troubleshooting issues with documents also

document recovery and restoral of corrupted files. Monitored all emails

which came via Helpdesk inbox and assist with issues as needed

Assisted administrative, paralegal and attorneys with questions and

technical issues referring to the laptop, desktop and portable devices that

were having with firm related software applications and hardware issues.

Supported software in computing platforms such as; Filesite/Imanage

document management systems, Microsoft Suite 2007/2010, Windows 7 and

Summation while assisting users in a professional and courteous manner.

Worked with Active Directory accounts, resetting network passwords.

Troubleshooting issues for Blackberries/BEZ server account set-up and

adjusting as needed. Worked with RSA secure ID accounts and tokens.

Troubles shoot Citrix accounts with users working from home. Assisted user

with VPN connections. Worked independently on overnight shift. Created

and maintained daily and nightly ACD/Helpdesk reports generated via

ticketing system and Cisco telephone system. Distributed daily reports to

IT managers and supervisor.

Barroway, Topaz, Kessler, Meltzer & Check LLP, Philadelphia, PA

Trainer/Helpdesk

June 2008 - June 2010 Supervisor

Implemented an incident tracking system (Track-it) for helpdesk. Set-up

reply templates relating to the incident tickets. Used incident tracking

system, to create training classes and software application tip sheets for

the firm. Created all courseware for training of new hires and helpdesk

analyst. Ongoing training, using Microsoft products, 2007/2010 and Windows

7. Developed firm custom applications training for securities/Bloomberg

databases and litigation software. (Summation). Telephone training on

Cisco VOIP systems. and Avaya system. Trained secretaries, helpdesk analyst

on the effective telephone techniques, how to communicate effectively, and

telephone etiquette. Maintained training course schedules in the training

module for all users. Created online mini lessons for advance Word features

using authoring tool. (Captivate-Adobe Connect and Tutor Pro) Developed

mini lessons for Excel, Workshare Deltaview, Outlook and Best Authority

using the listed authoring tools. Created lessons and knowledgebase using

SharePoint for the intranet/website. Created and maintained software

procedures manual, tip sheets and reference guides. Responsible for

handling all difficult legal, time sensitive and difficult legal documents.

Helpdesk: Supervised litigation, hardware and helpdesk staff for New York

and responsible for California office helpdesk assistance. Answered

software questions and wrote formal answers and solutions to ensure

accuracy of responses and consistency to resolutions. Created helpdesk

procedures manual and ran helpdesk reports using Crystal reports.

Supported software in computing platforms such as; Filesite/Imanage

document management systems. Worked with Active Directory accounts,

resetting network passwords. Troubleshooting issues for Blackberries/BEZ

server account set-up and adjusting as needed. Worked with RSA secure ID

accounts and tokens. Trouble shooting of Citrix accounts with users working

from home. Assisted user with VPN connections.

Patterson Belknap Belknap, New York, NY Technical

Trainer/Network

February 2007 - June 2008 Support

Provided 100% user phone support and on-line support to troubleshoot and

resolve user's issues. Followed helpdesk management procedures including

updating tickets, keeping customer informed, and escalated issues as

outlined in escalation policy. Self-manage and prioritized users issues by

incident severity. Ensure Service Level Agreements with users were met in

the defined timeframe. Participated in revolving on-call rotation for non-

business hours support coverage.

Proskauer Rose LLP - New York, NY Helpdesk Analyst

/3rd Shift

September 1999 - December 2006 Network

Administrator

Provided user support for applications and technical issues with

resolutions via, phone and e-mail. Call intake-averaged30-50 calls per day,

using magic ticket tracking system. Support was provided for all twelve

office locations. Configuration of users' equipment to connect to the

Internet from home via modem/DSL Router. Troubleshooting and application

support on a variety of different applications such as; all Microsoft

Products 2003, Adobe Professional, Deltaview, DTE, Summation on the

weekends, PC Docs management system, LAN Desk tools, Cisco telephone

system, Network Administrator - Upgraded, installed and troubleshooting of

networks, networking hardware devices and software. Monitored exchange

servers, application servers, fileservers, citrix servers for all office

locations. MS Exchange, Active Directory and back-up of tapes using

VERITAS. Worked with Active Directory accounts, resetting network

passwords. Troubleshooting issues for Blackberries/BEZ server account set-

up and adjusting as needed. Worked with RSA secure ID accounts and tokens.

Trouble shooting of Citrix accounts with users working from home. Assisted

user with VPN connections.

Swidler Berlin Shereff Friedman LLP, New York, NY Trainer/Technical

Support

May 2000 - February 2006 Day Shift

Conducted in-house surveys for application upgrades and training sessions.

Distributed questionnaires to evaluate secretary's needs and identify

issues for high priority training improvements. Created courseware for

training session and documentation for network installation, procedure

manuals and tip sheets for users. Responsible for new hire training

including time management and communicating effectively. Ongoing training

and user support. Training on all firm applications, Microsoft Office

Suite, Interaction, Summation, Carpe Diem, Kronos, Avaya telephone system,

video conferencing, Citrix and windows remote applications. Created

training exercises for refresher courses. Conducted needs assessments, to

evaluate departmental software needs. Handled all difficult and time

sensitive documents.

EDUCATION:

Associate Degree - Office Technology:

Washington Business Institute - New York, NY

New York State Teaching License - Business

New York State Association of Career Schools

Experience IT Trainer for:

Sigma Care, New York, NY

Mandl Allied Health College: Medical Secretarial Instructor, New York, New

York

Staten Island HIP, Staten Island, NY

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