Experienced IT Professional
Resume:
Profile
Motivated, personable business professional with over 6 years of experience in the
customer service field. Talent for quick learning of technology having worked in the IT
field as a troubleshooting representative. Exuberating skills and knowledge that led to
successful past employment opportunities working with customers in both a face to face
environment and by phone and internet. Diplomatic and tactful with professionals and
non professionals at all levels. Trustworthy having an active secret security clearance.
Accustomed to handling sensitive, confidential information having worked with
government employees. Demonstrated history of producing a good work ethic and
handling tasks accurately and timely.
Flexible and versatile. Poised and competent with demonstrated ability to easily
transcend cultural differences. Thrive in fast paced environments. Excellent team
building skills.
Skills Summary
• Type 50 wpm • Teamwork Skills • Problem Solving
• High Computer • Customer • Hardware & Software
Literacy Service Diagnosis
• Blackberry & BES • Data Entry • Front Office Operations
skills • Handle Difficult • Work well without
• Multi Line Phone Use Customers Supervision
• General Office Skills • MS Office
• Multi Task
Professional Experience
2011 AUGUST – 2013 DECEMBER
SMART IT STAFFING – TECHN ICAL SUPPORT HELP DESK
SPECIAL IST
Answer queries by phone in support of Indy Police & Firefighters issues
Diagnose, identify and first call resolve computer related issues
Work after hours/weekend support completely unsupervised at all times
Work well alone with no co workers 80% of every shift.
First call resolve 95% of all incoming after hours calls
Maintain and update user information
Update manager and other staff of any widespread outage & create a bulletin
Ensure every call is answered and does not go abandoned
Provide progress updates to customers who call in to request it
Remote in to the customers computer and fix issues if necessary
Create tickets for every call using Altiris
Keep track of Server temperatures and notify building authority if necessary
Used Active Directory to create or make changes to accounts
Complete password unlocks/reset
Assist with setting up printer connectivity
2008 APRIL – 2010 AUGUST
LOCKHEED MARTION CORP – TECHN ICAL SUPPORT HELP DESK
SPECIAL IST
Answer queries by phone in support of internal and/or outside customer issues
Diagnose, identify, isolate, and analyze problems using historical database
Execute the day to day tasks of the service desk
Route calls to product line specialists
Maintain and update user information
Communicate with Management about recurring computer & Blackberry problems
Ensure that the call is recorded, classified, and given initial support
Provide progress updates to customers throughout the life of an incident
Escalate issues and communicate with onsite technicians
Provide first call resolution over the phone with step by step instructions
Resolve both computer & blackberry related issues
Troubleshoot initial blackberry issues and resolve with basic concepts
Clear data packets, resend service books and IT policies to the blackberry on the
BES
If further troubleshooting is needed escalate to appropriate group
Create and check the status of new equipment requests for customers
Provide progress updates to customers throughout the life of an incident
Verify user information and update customer profile as needed
Unlock/Reset network accounts using Active Directory
Assist with printer and network share drive mappings
Work and complete tasks with minimal supervision
Support on site specialists for process clarification and concerns
Work from home on an occasional basis
2005 SEPTEMBER – 2008 MARCH
FORUM CREDIT UNION – SENIOR COLLECTIONS SPECIAL IST
Supervise inbound teller calls on how to complete a transaction
Handle difficult customer calls with patience and respect
Alert management to recurring problems with debtors
Answer inbound/outbound queries by phone regarding debt collection
Execute the day to day tasks of the debt collections
Diagnose, identify, isolate, and analyze client problems and unpaid invoices
Make payment arrangements on auto, home, unsecured & business loans
Send late, repossession, and certified demand letters where applicable
Process work out or refinance loan applications
Use Akcelerant software to track and record delinquency, loan balances, and
payments
Little or no supervisor needed when performing routine work
Skip trace using Accurint software and other internet tools
Keep within HIPAA laws by verifying customer information
Help obtain the overall Credit Union goal of under 1% delinquency
2005 JUNE – 2005 AUGUST
STAR FINANCIAL BANK – TRAVEL TELLER
Successfully completed a 2 weeks Teller training course
Execute the day to day tasks of the bank teller transaction processes
Verify customer information and update customer profile as needed
Maintained and recorded customer’s information the STAR financial tracking
database
Assisted customers with their banking transactions
Diagnose, identify, isolate, and analyze checking and/or savings discrepancy
problems
Resolve checking and/or savings conflicts with a break down transaction report
Assisted with internal and/or outside customer checking and/or savings account
inquiries
Maintained and ran a cash drawer
Answered any questions or problems from the customer about their banking accounts
Handled difficult customer situations with a positive outlook for a resolution
Alert management to recurring problems and patterns of problems with bank
transactions
Tracked, recorded and accounted for the cash in my drawer 3 times daily
2004 JUNE – 2005 APRIL
OMNIUM WORLDWIDE INC – RECOVERY SPECIAL IST
Answer inbound/outbound queries by phone regarding debt collection
Diagnose, identify, isolate, and analyze with the customers problems and unpaid bills
Execute the day to day tasks of the debt collections processes
Alert management to recurring problems with debtors & telecommunication systems
Troubleshoot & resolve customer’s delinquency with arrangements or emergency
options
Accept payments or make payment arrangements
Maintain and update records on the telecommunications collections database
Monitor Government and large Business/Commercial accounts
Used MS Office to work an Account Analysis for complicated bills
Make outbound collection attempts
Interim Supervisor in charge of 20+ employees
Handled difficult customer situations with a positive outlook for a resolution
Troubleshoot general computer related & MS Office application issues for co
workers
2003 JANUARY – 2004 JUNE
AMERICAN FAMILY INSURANCE – CUSTOMER SERVICE
REPRESENTATIVE
Answer queries by telephone in support of internal and/or outside customer issues
Diagnose, identify, isolate, and analyze with clients in regard to their insurance
bill
Execute the day to day tasks of the insurance establishment and billing processes
Make all mortgages and address changes
Handle all payments and keep track of deposits and bank statements
Developed charts, diagrams, and standard documents for the use of the Agents cash
flow
Maintained the Agents bank transaction cash flow via MS Excel
Make outbound calls for past due accounts
Resolve billing problems by working out suitable payment arrangements
Personal Assistant to the Agent
Worked with interpreter to help foreign language customers
Troubleshoot computer related & MS Office application issues for the Agent and
CSR
While still completing my work, I helped the Agent & Licensed CSR when needed.
Software Knowledge
MS Office Applications XP/2003
Action Request BMC Remedy
Accurint
Akcelerant
Mainframe
Windows XP
Active Directory
NetMeeting
WS FTP
Altiris
Education
CONNERSVILLE EMMANUEL CHRISTIAN ACADEMY – GLENWOOD,
IN
Honors High School Diploma, 2002
GPA: 4.0/4.0
WHITEWATER TECHNICAL CAREER CENTER – CONNERSVIL LE, I N
1 year Business Class completion, 2001
GPA: 3.5/4.0
IVY TECH COMMUNITY COLLEGE – CONNERSVIL LE, I N
1 year General Class completion, 2002
GPA: 3.5/4.0
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