Customer Service Active Directory

Shantria Glover

**** ******* *** *******, ** **317

**************@*****.*** 770-***-****

Summary of Skills

. CTS / Remedy ? Creative Problem Solver

. Microsoft Office ? Capable of handling multiple tasks

simultaneously

. Customer Q

. SAP Remote Access ? Exceptional Customer Service

. CCMail ? Proactive, Motivated, Goal-oriented

. ACAS

. Active Directory

. 10 Key

1 Professional Experience

. AT&T - Atlanta, GA

. June 2013 - Present

. Client Network Support Tier 2/Dispatcher

. Manage and dispatch field engineers and bidding vendors to AT&T

mobility tower sites

. Supervised trouble tickets to track progress of issues to resolution

. Assist with network configuration to AT&T SOP

. Maintain financials for processing adjustments

. Manage and dispatch field engineers and bidding vendors to AT&T

mobility tower sites

. Supervised trouble tickets to track progress of issues to resolution

. Assist with network configuration

. Dispatch HVAC, Tower Crews and initiate battery replacement/disposal

procedure per EPA standards

. Collect customer data such as traffic reports

. Assist in assessing the nature and severity of customer problems and

then initiate calls to various support organizations

. Organize and complete structured assignments according to pre-defined

priorities

. Accurately enter and maintain record of estimates and processed

orders.

. Build rapport and maintain relationships with clients.

. Perform the full scope of customer service tasks; problem solving,

trouble shooting, negotiating.

. Proven ability to apply common sense understanding in order to carry

out written and oral instructions. Ability to define problems collects

data, establish facts and resolve problems. An ability to interpret an

extensive variety of technical instructions in mathematical or diagram

forms. The ability to deal with several abstract and concrete

variables.

Microsoft - Stone Mountain, GA

Jan 2012 - March 2013

Virtual Retail Associate

. Efficiently supervised four Client Care Associates on daily operations

and recommended best practices when dealing with specific clients

. Provided support on Healthcare Software Systems

. Successfully completed practice implementations to operating systems

such as Windows 2008 server R2, Windows 2003 server, Windows XP and

Windows 7

. Performed training to CCA to maintain adequate knowledge of company

products and services

. Interacted with large vendors such as McKesson to improve relations

with clients and resolve outstanding issues

. Worked with Senior Management on a regular basis to ensure the best

and most reliable means to implement electronic medical records, and

practice management software

. Troubleshoot various versions of SQL databases including 2000, 2005,

and 2008

. Participated in all management meetings and conducted handover calls

when needed

. Performed step-by-step training with Client Care Associates in order

to validate and maintain Customer Service Level Agreements

. Conducted basic EDI and HL7 troubleshooting

. Managed Active Directory system including creating user profiles and

system maintenance

. Worked with clients to resolve concerns during the sales process

WorldPay - Atlanta, GA

Hepldesk Support Specialist

. Process customer orders received via email, fax, and internet in a

call center environment.

. Provide customers with Product, Price and Availability Information.

. Cross sell and up sell products, providing alternative products as

necessary.

. Accurately enter and maintain record of estimates and processed

orders.

. Review all orders for complete and accurate customer information,

product, price, quantity, payment and delivery information.

. Proactively initiate actions and resolve any actual or potential

issues.

. Provide customers with certificates, proof of deliveries, backorder

information, samples and order status information as requested.

. Handle technical calls, answering questions related to products and

their applications.

. Attend Product/Technical training as scheduled.

. Perform the full scope of customer service tasks; problem solving,

trouble shooting, negotiating.

2 Education and Accomplishments

. 1999 - 2003 Stephenson High School Stone Mountain, GA

. 2004-2006- Georgia Perimeter College - Buisness Managment

References available upon request

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