Customer Service Data Entry

Courtney Midcap

Home: 720-***-****

**** *. ***** ***, *********, CO 80127

************@*******.***

Objective: Experienced and knowledgeable Information Technology Professional seeking to contribute training and acquired skills

within an IT Analyst or Desktop Support role. Work well independently, or in a group setting providing all facets of computer support

such as troubleshooting, installations, and maintenance.

Certifications:

• CompTIA A+

• CompTIA Network+

• CompTIA Security+

Skills/Areas of Strength:

• Knowledge of CSG, VPN, Scout, Grand Slam, DST, Café 360, Active Directory, SharePoint/Oracle, Remedy,

Salesforce, Microsoft Link, SCCM, PC Anywhere, WebEx, SQL. SAP, MEE, Guardian Edge, Remote Desktop

• Experience with Data Management, Documentation, System Analysis, and Reporting

• Proficient in most forms of Virus Protection, Printers, and PC Security systems

• Microsoft Proficiency with Windows XP/Vista, Windows 7, including Access and Outlook

• Skilled in Account Management

• Broad technical knowledge of Hardware and Software

• In-depth knowledge and understanding of numerous software packages and operating systems

• Efficiently identify and resolve technical issues and concerns.

• Troubleshooting proficiency

• Unwavering Customer/Patient Service encompassing compassion and empathy

Client Facing:

• Greater collaboration with the client to solve issues.

• Knowledgeable and able to communicate in a user-friendly and helpful manner;

• Ability to think of innovative approaches to solve problems;

Work Experience:

Lockheed Martin – Contractor (short term)

Industry: Information Technology

Service Desk Analyst 05/2014-07/2014

• Worked with and have experience in Lockheed Martin Proprietary Applications, SharePoint, Active Directory, SCCM,

ITSM/Remedy, Windows 7 and Windows XP. Remote Desk Top, McAfee Endpoint Encryption, Guardian Edge. SAP,

UNIX. Proficient with Microsoft Office networks and programs i.e. Outlook, Microsoft Lync. Data entry, record keeping,

responding to many forms of communication, i.e. email, web chat, phone.

• Database Administration

• Greater collaboration with the client to solve issues.

• Provided communication in a knowledgeable and user-friendly, helpful manner to both employees and patients alike.

• Proficient with problem solving and time management. Provided Customer Service on a consistent basis

• Efficiently identify and resolve technical issues and concerns.

Connecting People – Contractor (short term)

Industry: Information Technology

IT Analyst 03/2014-05/2014

• Worked with a broad array of software, i.e. Active Directory, SCCM, BMC, Windows 7, Meditech, and Patient Portal.

Proficient with Microsoft Office networks and programs, Microsoft Lync, data entry, record keeping, responding to many

forms of communication, i.e. email, web chat, phone.

• Database Administration

• Greater collaboration with the client to solve issues.

• Provided communication in a knowledgeable and user-friendly, helpful manner to both employees and patients alike.

• Proficient with problem solving and time management. Provided Customer Service on a consistent basis

• Efficiently identify and resolve technical issues and concerns.

• Unwavering Customer/Patient Service encompassing compassion and empathy

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Roth Staffing – Contractor (short term) 09/2013-12/2013

Industry: Information Technology

Project Coordinator

• Working with CSG, Café 360, DST, Salesforce, Microsoft Outlook, Workbench, and Microsoft Link, Windows XP and 7.

• Proficient with Microsoft Office networks and programs, data entry, record keeping, responding to many forms of

communication, i.e. email, web chat, phone.

• Proficient with problem solving and time management. Provided Customer Service on a consistent basis.

• Project coordinator and Manager for technical accounts

• Greater collaboration with the client to solve issues.

• Provided communication in a knowledgeable and user-friendly, helpful manner;

• Ability to think of innovative approaches to solve problems;

• Greater client confidence in the project at hand

T-Mobile 07/2011-12/2012

Industry: Mobile

Analyst/ IT Support

• Worked with a broad array of software, i.e. Active Directory, SCCM, PC Anywhere, SharePoint, SQL, CSG, Remedy, BMC,

Scout, Windows XP and 7, etc. High-volume Call Center. Proficient with Microsoft Office networks and programs, data entry,

record keeping, responding to many forms of communication, i.e. email, web chat, phone.

• Proficient with problem solving and time management. Provided Customer Service on a consistent basis.

• Greater collaboration with the client to solve issues.

• Knowledgeable and able to communicate in a user-friendly and helpful manner, while providing peer to peer support.

• Ability to think of innovative approaches to solve problems;

ADT Security Services 03/2009-06/2011

Industry: Security

Desktop Support/ IT Support

• Technical Services, programming, customer service, extensive knowledge of computers and Computer systems/programs,

problem solving, high volume call center.

• Extensive experience with Active Directory, SCCM, PC Anywhere, SharePoint, SQL, CSG, Informix, Mastermind, Remedy,

Scout, Windows XP and 7, etc. Proficient with Microsoft networks and programs, data entry, record keeping, responding to

many forms of communication, i.e. email, web chat, phone.

• Greater collaboration with the client to solve issues.

• Knowledgeable and able to communicate in a user-friendly and helpful manner;

• Ability to think of innovative approaches to solve problems

Red Earth Real Estate Littleton, CO 10/2002-03/2009

Industry: Administrative and Support Services

Realtor's Assistant

• Accounts Payable/Receivable, clerical, filing, handling phones, scheduling, occasionally showing homes, administrative

assistant, office maintenance and upkeep. Provided Client Services on a consistent basis, Microsoft Excel: Expert (array

formula, pivot tables, charts, VBA)

Littleton Adventist Hospital Littleton, CO 06/2002-10/2002

Industry: Hospitals

Secretary II

• Customer Service, patient services, filing, computer systems work, charting, scheduling, inpatient and outpatient.

EchoStar Corp. Littleton, CO 03/2001-10/2001

Industry: Telecommunication/Call Center

Customer Service Representative/Trainer

• Customer Service, 'Win back, inbound calling, Training new hires.

Education:

VTC, Courses for certifications in CompTIA A+, CompTIA Network+, CompTIA Security+

University of Phoenix, Information Technology/Network Security with minor in Business Administration,

09/2011-Present

Graduated from University of Colorado, Bachelors of Science in Surgical Technology

11/2002-02/2006

Awards:

Customer Service Rep of the Month, 4 months in a row

Most Win Backs, 2 months in a row

Highest VOC, 2 months in a row

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Most Caring, 3 months in a row

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