Customer Service Support
Resume:
Patricia Clemons
Jacksonville, FL 32244
*******@*******.***
SUMMARY OF QUALIFICATIONS
Skilled at delivering high quality results in operationally intense
environments. Possess eligibility for security clearance as of 5/10/2010,
based on a completed Security Investigation by the Department of Defense.
Regarded as an excellent communicator and problem solver
PROFESSIONAL EXPERIENCE
Adecco Staffing 10/2013 -
4/2014
Customer Support Specialist
. Troubleshoot client concerns, educate clients on proper use of the
software/hardware, and champion critical issues.
. Serve as the primary client contact during daily phone and email
support, monitor and follow-up on issues
. Work through all client issues in a timely and efficient manner.
. Document all reported problems and resolutions in call tracking system
Interactive Resources LLC 1/2013-
8/2013
Enterprise Support Representative
. Provided Support for Email Migration Project
. Migrated Email accounts from Exchange Servers to Microsoft Exchange
Online
. Created and migrated Resource Email accounts
. Provided support for Active Directory and account administration
. Supplied assistance to end-users during configuration of migrated
accounts
. Received and logged correspondence from users who were reporting
problems with hardware, software, network activity or other
miscellaneous computer related issues.
CTI Resource Management Services 2007-
2013
Customer Service Application Support
. Troubleshoot hardware malfunctions, software application errors, and
database errors for Naval Point of Sale Food Service System
. Provided Support Services for Common Access Card (CAC) applications,
Oracle 10g (Web Content Management) and SharePoint. Continuously
provided excellent customer service while completing all projects
ahead of schedule.
. Provided support in SharePoint Portal Navigation.
. Created Workspaces including Lists and Document Libraries to help the
efficiency of Government customers.
. Migrated and created over 100 Websites via Oracle 10g for
consolidation of external Navy websites.
. Provided support to military members with access to the TWMS system
. Provided support with questions on the TWMS system to management
including running reports
. Provided users with up-to-date documentation and training materials.
Customer Service Quality Support
. Instrumental in the development of Quality Program for Department.
. Bridged gap for non-technical and technical people.
. Used web tools to compile and track performance at team and individual
level.
. Reported team's strengths, weakness and issues.
. Reviewed the current policies and improvise plans to improve upon the
existing standards.
. Provided and modified monthly reports using Remedy ticketing system to
training, team leaders and managers notating possible trends.
. Created, documented and updated work instructions for teams on an
Internal SharePoint site.
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