Customer Service Support

Ivy Rochester

301-***-**** •***********@*******.***

OBJECTIVE

Skilled Help Desk Technician with experience providing technical support of Microsoft Office Suite, Windows XP/7, SharePoint Foundation

2010. Experience installing, diagnosing, troubleshooting and resolving client issues with hardware maintenance, application support,

installations and upgrades. An articulate, flexible and personable communicator with excellent skills in client and vendor relations.

TECHNICAL PROFILE

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• Patch/Security

• •

Management Sales Force

• •

MS Office 2007/2010 Lotus Notes

• •

Google Chrome Box

• •

IE7/IE8/IE9/IE10 Cloud

• •

Firefox Ipad/ Iphone configuration for Outlook

• •

Bomgar Active Directory

• •

Log Me In Remote SnagIt

• •

Vendor Management SharePoint Server 2010

• •

Adobe Acrobat Professional Windows Server 2008R2 Windows XP/Vista/7 - MS

Office 2007/2010

• Basic TCP/IP Configuration

• Microsoft Outlook 2010-2013

• PeopleSoft

• Remedy/Heat ticketing software

•

EDUCATION AND TRAINING

The H.O.P.E. Project Certificate, Help Desk Support, (September 2013)

CompTIA A+ Certification, (April 2014)

Certificate, Achieving Stellar Service Experiences, Achieve Global

Microsoft Outlook 2010 Certification (November 2013)

University Of Maryland Eastern Shore (06-200*-**-****)* Bachelors of Education with a minor in Social work

Southern Senior High (08-200*-**-****)* High School Diploma

WORK EXPERIENCE

The World Bank Washington, D.C April 2014 Currently Tier 2 Help Desk support/ Desktop Support Tech

• Provide Support for customers transitioning to Outlook 2013 from a Lotus Notes environment.

• Manage various Outlook kiosks to educate customers on the new Exchange Environment.

• Utilized Remote Assistance and Remote Desktop to share control, configure, and help resolve user conflicts. Performed occasional off-

hours and remote support.

• Modify, add, and delete users, user groups, and computer accounts within Active Directory.

• Provided Outlook support for various devices, Android, IPhone, IPad, etc.

• Remedy Ticketing service to resolve, track and update customer issues.

• Provided Tier II/III support to customers and upper level managers in person. Utilized Remedy ticketing system to enter new trouble

tickets, monitor and modify the service request process. Troubleshoot\ escalate existing tickets and keep users informed of ticket status

via email and phone.

• Assisted in the creation of Outlook analyst standard operation manuals/ Knowledge Base engineering.

UMUC (University Maryland University College) Largo, MD December 2013 April 2014 tier 1 Help Desk and

Student Accounts/OEM adviser

• Support for clients non-proprietary and proprietary information and applications

• Enter all incidents into Problem Management System; Ensure detailed explanations of user problems and call resolutions

are entered into Problem Management System

• Provide timely updates to incidents according to Support Center guidelines

• Interact with other internal or Client departments and other support groups to ensure quality service and support

Cont. I Rochester’s Resume

• Escalate to client level support or other support groups all complex problems or issues according to procedures

established

• Provide excellent customer service support in a professional, patient and understanding manner

• Communicate effectively and regularly with internal groups, as well as with Client

• Answer customer calls in a timely manner and in line with Support Center guidelines

• Strictly adhere to all documented procedures to ensure a timely resolution and the highest level of customer service

• Maintain extensive knowledge of Support Center Policies and Procedure

• Handle student accounts

• Verifying accounts, and handling financial aid issues

Hewlett Packard, Alexandria VA August 2013 December 2013 HP Enterprise DMDC and DOD tier 1 Help

Desk Analyst

• Provide remote administrated desktop and software support using Remote Desktop on DOD workstations.

• Provide logon support of various DOD and other secure government sites.

• Provide training and support to customers of hardware, applications, and web base applications.

• Provide support of CAC in a PKI environment.

• Verify security and reset of passwords for DOD network infrastructure.

• Logged and Tracked calls received using a Windows XP and/or 7 desktop systems running a web-based ticketing

system.

• Research and resolve caller inquiries by utilizing established procedures, user manuals, accessing on-line applications, or

interacting with internal and external support groups.

• Troubleshoot and resolve hardware, software and communications issues by interacting with hardware vendors,

application developers, and remote facility infrastructure teams.

• Troubleshoot DOD systems such as RAPIDS and DBIDS

• Provided exceptional customer service for Help desk support on MS office 2007 & 2010 including MS office for Mac

(iWorks).

• Provided Configuration, installation, product suite support and troubleshoot for hardware, Printer, Operating System

(Windows XP, Vista, & 7 and Mac OS X) and software (applications),

• Assisted Verifying Officials and Site Security Managers with adding armed force members and veterans in the DEERS

database

Homeland Computers, Washington, DC August 2011 August 2013 Customer Support Analyst Tier One

• Provide SharePoint Foundation 2010 and SharePoint 3.0 technical support

• Design build and support SharePoint solutions using SharePoint Designer SharePoint Server

• Provide Technical Support for Microsoft office suite 2007/2010

• Design, manage and support Kentico websites

• Serve of Project teams for new websites Kentico websites projects

• Manage new SharePoint 2010 client installations

References upon Request

Contact this candidate