Customer Service Quality Assurance
Resume:
John D. Arrington
404-***-**** - mobile
******@*****.***
Professional Summary:
Help Desk experience in the following Industries: Travel/Travel Agency,
Telecommunications, Wireless Cell/Data, IT Computer Software & Hardware,
Health Care, Energy Provider, Mass Retailer, Life Insurance & Investments
Industries.
Areas of Expertise:
. Troubleshooting & Issue Resolution
. End-user Training & Support
. Root Cause Analyst
. Client Relationship Management
. Rapid Ticket Response Times
. Detailed Documentation
Technical Proficiencies:
Certifications: Microsoft Certified Professional (MCP-XP)
Platforms: Windows XP/Vista/Windows 7, IBM AS/400
Hardware: DELL, HP/Compaq/IBM desktops and notebooks, printers,
scanners, digital projectors
Applications: Microsoft Office suites 2003/2007/2010, Cisco Telephony,
Symantec Endpoint Protection, Remedy IT Incident
Management, Right Answers, Outlook Exchange, Lotus Notes,HP Service Manager, Knowledge Base, SAP Business
Management
Work Experience:
New York Life Insurance Company 5965 Cabot Pkwy, Alpharetta,
GA 30005 908-***-****
(Contracting with Belcan Tech Services)
Technology Service Center Representative
March 2012 to Jan. 2014
. Identify, diagnose, and solve common problems. Transfer complex IT
problems reported by internal NYL customers to Tier 2/3 Support
Specialist.
. Adhere to the NYL problem management policies and procedures to
include: collecting all appropriate information about the customer
reporting the problem and the symptoms of the problem.
. Prioritizes the problem based on the business impact, log the problem
in the TPM database/Remedy, document its solution, and track its
status if transferred to other levels of support.
. Display the highest quality of customer service, communication and
interpersonal skills, when interacting with customers to review status
of reported problems and follow-up on unresolved problems.
. Possess strong organizational knowledge of the SRC, and expert teams
within the SRC.
. Basic knowledge of Rumba, go2assist, Outlook Exchange, Lotus Notes,
AS400 Mainframe operating systems and products, Legacy Systems Intra-
Net and Inter-Net infrastructure and Expert Advisor.
. Basic understanding of the NYL technical infrastructure to include
mainframe and distributed platforms
. Work internal Incident and Work Order queues
. WebEx Administer. Setup and admin of accounts for Corporate Employees
The Home Depot 2455 Paces Ferry Rd, Atlanta GA
30339 770-***-****
(Contracted with Kforce)
Desktop Support Specialist October
2011 to Feb. 2012
. Central point of contact for all end users for The Home Depot
Corporate Headquarters Information Technology.
. Responds to telephone calls document system problems and service
requests into tracking system (HPSM).
. Identifies, researches, and resolves technical tier 1 problems and
dispatches to tier 2/3 problems to appropriate staff and/or
department.
. Document and track requests for IT hardware, software, service, moves,
add, and changes in tracking system (HPSM).
. Relies on instructions and pre-established guidelines to perform job.
. Resolve production problems to ensure systems stability and
reliability.
. Blackberry activation queue. Activating new corporate Blackberries.
Puget Sound Energy 9511 Willows Road NE, Redmond, WA
98052, 425-***-****
(Contracted with Aerotek)
Technical Center Analyst July 2010 to
Nov. 2010
. Central point of contact for all end users to Information Technology.
. Responds to telephone calls, emails, voice mails and personnel
requests to document system problems and service requests into
tracking system (Remedy).
. Identifies, researches, and resolves technical tier 1 problems and
dispatches tier 2 problems to appropriate staff and/or department.
. Document and track requests for IT hardware, software, service, moves,
add, and changes in tracking system (Remedy).
. Relies on instructions and pre-established guidelines to perform job.
. Resolve production problems to ensure systems stability and
reliability.
Group Health Cooperative 12401 E Marginal Way S, Tukwila, WA
98168, 206-***-****
(Contracted with Pace Staffing)
Help Desk Analyst Aug. 2009 to
Nov 2009
. Help Desk provides 1st and 2nd level tech support for GH's suite of
hardware, software, clinical applications and telecom (Data and
Voice).
. Prepares clear documentation in response to requests for
information, providing technical solutions, analyzing trends and
decisions as to when third level escalation is required which
includes vendors when necessary.
. Responsible for Incident and Problem management to meet our Service
Level Agreements with GH customers.
. Represented Help Desk in project meetings regarding technical
advancements of GH systems.
. Recognized potential failures and notifies third level support to
prevent downtimes, and notifies internal customers and ISD
leadership of system availability.
. Responsible for coordination with other ISD groups to ensure
documentation is updated.
. Provided monthly reports for IS departments and Customer
departments on trend analysis, down time analysis, and adhoc
reports for other departments.
Dell USA L.P. (call center closed) 851 Poleline Road, Twin
Falls, ID 83301, 208-***-****
Dell Commercial Premium Support - Technical Specialist April
2007 - Aug. 2009
. Provide troubleshooting, assistance and technical resolutions
via telephone, to our external customers who have purchased a
GOLD/PRO SUPPORT contract and are experiencing technical issues
with their Dell Desktop, Portable and Workstation systems.
. Perform problem investigation and research to resolve system
related issues: Search databases containing records of problems,
symptoms & solutions.
. Consult vendor documentation and information systems for
symptoms & solutions. Consult internal resources, the L2 Gold
Technical Support Analyst (GTSA) for complex technical issues
and the Technical Account Manager (TAM) for customer
escalations.
. Take appropriate actions to resolve customer issues, including
parts/service dispatch, seamless support with third party
service providers, escalate to appropriate groups for fee-based
support or off-line investigation.
. Provide comprehensive documentation of problems and solutions
using appropriate information systems. (DELLSERV/ DELTA) Provide
telephone follow-up with customers to verify effective problem
resolution and customer satisfaction. Attend all required
training as provided by the training department and any vitality
training as deemed necessary by GTS.Maintain/enhance skill
levels according to technology trends in the supported
marketplace.
A Happy Camper, 1848 Addison Ave. E, Twin Falls, ID
83301, 208-***-****
Retail Sales Clerk (part-time) Dec.
2005 - Mar. 2007
. Retail Sales of Hiking and Camping Equipment
Wireless Data Services Global 3933 Lake Washington Blvd
NE Ste. #200,
Kirkland, WA 98033, (425)
307-3000
(Contracted with COMSYS 02/05 - 06/05, full-time employee 06/05 - 07/05)
Support Technician Feb. 2005 -
July 2005
. Perform Tier II/Tier III cellular data connectivity support for
Verizon Wireless.
. Maintain current customer service levels by efficiently answering
and troubleshooting telephone queue on mobile data problems in
accordance with targets defined by team leads and procedures.
. Support includes all wireless data and setup (email & internet) and
sync functionality for fixed data transference between PDA's and
laptop/desktops.
. Devices include all smart phones and PDA's sold by Verizon (Pocket
PC's, Palm One Treo, Blackberry's) also PC Cards and Mobile office
kits as standalone devices or connected to PDA's, laptops, and
desktops using USB cable, Bluetooth and Infrared connections. "Best
effort" required for setup or devices not supported by Verizon
. Accurately log all call information in Remedy Help Ticket System.
. To aid self-development by familiarization with all applicable
wireless data products; after initial intensive training,
responsible for own learning process on data cards, phones,
connectivity equipment, network services, computer hardware,
forthcoming products and services and communications software.
. Responsible for testing and knowledge gathering to facilitate
higher knowledge levels and maintains key marketing advantage,
including creation of Knowledge base
Chase Bank (formerly WAMU) 18925 Bothell Way NE, Bothell, WA 98011,
Telephone Banking Specialist Oct.
2004 - Feb. 2005
. Acted as a primary point of contact for customers via the telephone
or computer.
. Answered incoming customer service inquires and provided prompt
responses regarding their accounts.
. Explained the benefits of Washington Mutual products and services
to both new and existing customers and upgraded existing accounts,
as appropriate.
The Biltmore Estate 1 North Pack Square, Asheville,
NC 28801, 828-***-****
Reservations Sales & Customer Service Sept. 2003 -
May 2004
. Reservation Sales and Information for the estate and four-star
hotel property.
. Inn on Biltmore Estate - Guest Services
Tns Inc. (formerly VeriSign Services) 4501 Intelco Loop SE,
Olympia, WA 98503 360-***-****
Engineer II - Quality Assurance Sept. 2000 --
May 2002
. Developed and applied quality standards to new and existing company
products.
. Responsible for all software test plans, cases and results.
. Analyzed and wrote test standards and procedures.
. Designed and implemented cost-effective methods of testing.
. Performed workflow analysis and recommended improvements to future
configurations.
. Implemented Remedy Help Ticket System into Information Technology
Division of the Company.
. Member of perspective employee interview panel.
Interval International, 6262 Sunset Dr., Miami,
FL 33176, 305-***-****
Quality Assurance Analyst Jan. 2000 --
May 2000
. Responsible for all software test plans, cases and results.
. Analyzed and wrote test standards and procedures.
. Performed unit integration testing and reproduced errors.
. Tracking and communication of issues with Outlook and Word/Excel
documents.
. Validation of AS/400 database.
. Wrote technical internal and external documentation and
specifications.
Royal Caribbean International, 1050 Caribbean Way, Miami, FL
33132, 305-***-****
(Contracted with Resources Technologies)
Quality Assurance Analyst Consultant Aug. 1999 -
Jan. 2000
. Responsible for all software test plans, cases and results.
. Analyzed and wrote test standards and procedures.
. Performed unit integration testing and reproduced errors.
. Tracking and communication of issues with Outlook and Word/Excel
documents.
. Validation/Comparison of AS/400 and Oracle databases.
. Wrote technical internal and external documentation and
specifications.
Amadeus North America, 3470 NW 82nd Ave #1000, Miami, FL
33122, 305-***-****
Business / Application Development
Quality Assurance Analyst I - MAX Systems Sept.
1988 - Aug. 1999
. Wrote and executed test plans and create test scripts to reduce
test setup time.
. Tracking and communication of issues with Outlook and Word/Excel
documents
. Performed unit integration testing and reproduced errors.
. Interfaced with product developers to improve functionality and fix
defects.
. Performed Quality Assurance Testing of software.
. In-depth knowledge with the following CSR's - Amadeus, Apollo,
Galileo, Sabre, Worldspan
Customer Service Agent - Amadeus Call Center
. Assisted Customer (Travel Agencies) with Airline PNR/Ticketing
formats (avg. 5000-6000 calls daily)
. Verified if issues were software or hardware related.
Education:
University of Washington Extension - Olympia, WA
. Certificate - Software Testing/Quality Assurance
International Air Academy - Vancouver, WA
. Certificate - Airline & Agency Operations
Ricks College - Rexburg, ID
. Associate Degree - Business
References furnished upon request.
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