Customer Service Representative
Resume:
Shandora S Smith
Raleigh, NC 27604
Dear Human Resources:
Please find the enclosed resume in response to your Position for Level 1 IT customer support which appeared on your website. I have more than 15 years of successful experience in customer service support with recognized strengths in problem-solving, troubleshooting, and solid computer skills. My attention to detail, solid work ethics, meeting deadlines, reliability, and being efficient as made me an exceptional customer support representative and an asset to any company. I am a team player and leader, acknowledged as "Total Quality Customer Service Professional” at Comcast cable. I have experience to train, motivate, and supervise customer service employees into exceptional reps, team players and leaders. Excellent working knowledge using Win XP, Win 7, and MS excel, MS word, Outlook, Lotus notes and PowerPoint. I also have educational and working experience with active directory and VPN, as well as familiar with LAN and WAN networks. I am currently attending Strayer University for my Associates in Information Systems Technology and attending Wake Tech for my certifications in A+, Network+, and Security+. I will have my degree in May of 2015 and my A+ and Network + certification in June 2015.
I would appreciate the opportunity to discuss my credentials with you at a mutually convenient time. I can be reached at 919-***-**** and my email acqyca@r.postjobfree.com. Thank you for your consideration.
Sincerely,
Shandora S Smith
Enclosure
Shandora S Smith
1408 Brookside Drive, Apt 203
Raleigh, NC 27604
acqyca@r.postjobfree.com
OBJECTIVE
My main objective is to one day secure a position as an Information Systems Manager of a fortune 500 company. My current goal is to obtain a position that will train me and support my goals, as well as I supporting the goals of the company. I will deliver my experience in the customer service, troubleshooting, and management systems field, with the focus of keeping IT operations at a minimum.
QUALIFICATIONS SUMMARY
More than 15 years of successful experience in customer service support with recognized strengths in problem-solving, troubleshooting, and solid computer skills. My attention to detail, solid work ethics, meeting deadlines, reliability, and being efficient as made me an exceptional customer support representative and an asset to any company. I am a team player and leader, acknowledged as "Total Quality Customer Service Professional” at Comcast cable. I have experience to train, motivate, and supervise customer service employees into exceptional reps, team players and leaders. Excellent working knowledge using Win XP, Win 7, and MS excel, MS word, Outlook, Lotus notes and PowerPoint. I also have educational and working experience with Active Directory, SCCM, Exchange, Bomgar and VPN, as well as familiar with LAN and WAN networks.
CUSTOMER SERVICE SKILLS
Communicator Problem solving Making and implementing decisions
Attention to detail Troubleshooting Following through
Analyzing Ability to motivate Researching
One call resolutions Multitasking Accept responsibility
Open minded Team player
TECHNICAL SKILLS
CompTIA A+ CompTIA Network+ TCP/IP
VPN Routing Protocols DHCP
VoIP Remote Access Active Directory
Exchange SCCM Microsoft Office
ServiceNOW (SNOW)
EXPERIENCE
Global IT Analyst
HCL America Technology, RTP, NC 07/2014-04/2015
•Assisting users with level 1 or 2 technical issues.
•Resolving and escalating inbound calls, emails and web tickets from end-users.
•Activating VPN accounts for client end-users.
•Setting up, disabling or unlocking end-user accounts in Active Directory, as well as password resets.
•Setting up end-user email accounts in Exchange.
•Utilizing ServiceNOW (SNOW) ticketing system to escalate service calls.
•Utilizing Bomgar tool for remote access to end-user pc’s for basic troubleshooting.
•Utilizing SCCM tool in Active Directory to download software on end-users pc.
•Displays exceptional organizational skills when utilizing Excel, Word and Outlook.
•Displayed exceptional communication skills with Ireland end-users.
Customer Resolution Specialist
Seterus, Inc@ IBM, RTP, NC 11/2012-12/2013
•Handling inbound and outbound calls from borrowers about their mortgage.
•Implementing the best course of action for borrower (one call resolution).
•Maintaining product knowledge to keep myself and customer informed, (understanding loan modifications, liquidation process, foreclosure process and helping borrower to cure loan).
•Displays exceptional written, verbal, and organizational skills.
Customer Service Representative
Time Warner Cable, Morrisville, NC 9/2010- 10/2011
•Understanding the product in order to troubleshoot and upsell to customer.
•Solve customer challenges in first call resolution.
•Maintaining product knowledge to keep myself and customer informed.
•Walking customers through installing digital and HDMI cable boxes, using coaxil cable, component or composite cable, and HDMI cable.
•Transferred calls to the appropriate departments for escalated assistance.
•Displayed exceptional written, verbal, and organizational skills.
Department Floor Lead
Kmart, Raleigh, NC 1/2009- 8/2010
•Maintained inventory on department floor by ordering or restocking.
•Meeting department sale goals.
•Keeping department floor clean and organized.
•Setting up visual merchandise on department floor.
•Assisting customers with products.
•Setting up promotional sales and displays for upcoming week.
•Displayed exceptional written, verbal, and organizational skills.
Lead Customer Accounts Executive
Comcast Cable, Voorhees, NJ 9/2001-3/2007
•Installed/Configured software on PC’s and laptops via phone or online chat with customers.
•Maintained client satisfaction through communication of policies and procedures, billing inquiries and service changes for prompt problem resolution.
•Troubleshoot Tier1 request (software and hardware issues) via phone or online chat.
•Escalated advance help request to proper support groups.
•Promoted to the Comcast Hybrid Group in 2006 as a lead troubleshooter.
•Resolved internet and computer issues via remote access.
•Referred customers to the proper departments for escalated or unrelated issues concerning products.
•Comcast is where I learned how to multi-task and learned to developed the written and verbal skills to be an exceptional customer service representative.
•Assisted in the training classes to ensure reps were educated on new products in order to assist customers.
EDUCATION
Diploma, Eastern High School, Voorhees, NJ June 1990
Degree, AA Information Systems Technology, May 2015 Strayer University, Raleigh, NC
Certification, CompTIA A+ and Network+, June 2015 Wake Tech Community College, Raleigh, NC
Training Classes, After, completion of training, I am able to troubleshoot cable, internet, and digital voice services via phone or online. Feb 2005
REFERENCES
Brian Staley, Team Lead
HCL America, Technology
acqyca@r.postjobfree.com
William Gorham, Shift Lead
HCL America, Technology
acqyca@r.postjobfree.com
Richard West, Shift Lead
CREE
Khaled Hassouneh, Corporate Sales Rep
CITRIX
Daniel Rogers, Global IT Analyst
HCL America, Technology
acqyca@r.postjobfree.com
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