A+ Certified Professional
Resume:
Janean Nichole Gresham
**********@*****.***
Interview Availability: 9AM-6PM EST
CompTIA A+ Certified Professional with more than 7 years of customer
service experience. Hardworking and driven, my goal is to work for a company that I can grow with in addition to providing excellent service. Well versed in the art of handling complex customer issues as well as delivering superior technical support, I believe I will be an asset.
Professional Skills:
• Experience using remote desktop to troubleshoot and fix unknown PC issues
• Years of extensive customer service experience
• Experience with entering data into computers accurately
• Handled a high call volume, up to 300 calls in queue at times
• Experience creating, assigning, and dispatching tickets
• Type 45 WPM, data entry experience as well
• Ability to troubleshoot PC peripherals
• Extraordinary articulation and verbal communication skills
• Experience with backing up and restoring PCs
• Knowledge of PC hardware and software (Identifying and troubleshooting)
• Ability to set up and troubleshoot wireless networks
Accomplishments:
• Trained and managed more than 15 other technicians and achieved
significant improvement in their productivity
• Achieved high marks in various call center metrics (AUX, hold time,
ADH, average call time)
•Maintained a positive attitude and determination to give customers
satisfaction
• Comfortable working in a fast paced environment and multi-tasking
• Developed a strong repertoire for being able to assist difficult customers
Work Experience:
Insight Global Help Desk Associate 05/2015-07/2015
• Assisted with password resets
• Maintained a concise ticketing system
• Assisted with the Go Live of a newly acquired hospital by answering calls regarding account changes and security issues
• Dispatched support to doctors offices and hospitals in Tri-Health network when needed
Kroger – System Analyst Cincinnati, Ohio 01/2015-05/2015
• Corrected as many customer issues as possible without transferring
• Asked specific questions to determine root of issue
• Created detailed tickets for each call
• Assisted with installing printers and other peripherals into various store PCS
• Used remote desktop efficiently when necessary
• Fixed software glitches and other issues
U.S. Bank - Cincinnati, Ohio
Data Entry Clerk/Personal Banker 01/02/2014-12/28/2015
• Assisted customers with financial issues
• Entered various alpha and numerical figures into computer system
• Checked documents for errors and corrected them
• Promoted and assisted customers in applying for various credit products
such as credit cards, loans, and accounts
• Assisted in upgrading entire call center to Windows 7
Roselawn Pharmacy Cincinnati, Ohio
Pharmacy Technician 2/19/2013-11/19/2013
• Filled 150+ prescriptions per day
• Assisted the pharmacist with entering prescriptions
• Troubleshot 2 laser printers
• Maintained and ordered stock
Walgreens Co Cincinnati, Ohio
Certified Senior Pharmacy Technician 05/03/2007-11/19/2012
• Executed daily operations of greeting customers, entering
prescriptions into the computer, filling them correctly, ensuring that
the prescriptions were given to the correct patients.
• Operated cash registers to accept payment from customers.
• Prepared and processed medical insurance claim forms and
records, called various insurance companies to verify coverage and
assist patients with finding cost appropriate drugs.
• Ordered, labeled, and counted stock of medications, chemicals, and
supplies, and entered inventory data into computer.
• Received and stored incoming supplies, verified quantities against
invoices, and informed supervisors of stock needs and shortages.
Education:
Per Scholas IT Ready Program Cincinnati, Ohio January 2014-March 2014
Comptia A+ Certification
Bethune-Cookman College Daytona Beach, Florida 2004-2006 Pre-Law Major
Withrow International High School Cincinnati, Ohio 2000-2004
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