Support Analyst
Resume:
FALICIA NEWSOME
Tampa, FL 33613
**************@*****.***
Falicia Newsome – Candidate Summary:
Help Desk Support
Call Center Professional
Experience with Verizon’s Ordering & Billing Systems
Experience with Verizon’s products and services
Experience with Verizon’s system Cofee
Experience with Verizon’s ticketing system Remedy
Proficient with MS Office Applications
Exceptional Communication & Interpersonal Skills
SKILLS SUMMARY
An organized, detail-oriented, and conscientious self-starter, able to strategize and prioritize effectively to accomplish multiple tasks and stay calm under pressure also I'm very creative, resourceful and flexible, able to adapt to changing priorities and maintain a positive attitude and strong work ethic.
PROFESSIONAL EXPERIENCE
Bright House Corporate, Tampa, FL 07/10 - current
Support Analyst/IT Networking
Responsible for Interface, Relationship, & Fault Management.
Performs advanced support desk activities for provisioning and portability issues.
Performs first level carrier to carrier escalations for port related calling issues.
Responsible for issuance of LSR’s for local number portability, creating subscription versions in SOA, completing CNAM, LIDB, directory listing, and E911 fulfillment orders.
Responsible as needed for coordinating local and toll free number ports with customer due dates.
Documenting and updated tickets as they were resolved using Remedy Ticketing System.
Take inbound IT Support calls averaging 25 – 50 calls per day in a call center environment; also communicate with internal users via email.
Setting up remote internal users to the VPN system to company network access.
Responsible for Exchange/Outlook support to internal users including password resets and updates, and troubleshooting issues with receiving and sending emails.
Managed toll free native inventory.
Provided toll free reconciliation reporting for all Bright House Networks Divisions.
Provided weekly flow through provisioning metrics reporting for all Bright House Networks divisions.
oSupports new hardware and software deployments, providing supporting processes.
oIdentified and contributes to process improvements.
oMonitored and respond to all e-mails.
oAttended training as provided.
oWorked various shifts and on-call support as assigned.
oPerformed other duties as assigned.
TECH USA, Tampa, FL
Contractor for Bright House Networks 05 `10 – 07’10 went permanent with Bright House
Support Analyst
Experience with provisioning and billing applications including OMSe, BPS, ICOMs and Neustar.
Provided concurrence to ILEC/CLEC using porting rules and guidelines.
Submitted and processed request to divisions to get issues resolved for ILEC/CLEC’s.
Processed Directory Listing Request via email support boxes.
Knowledge of LSRs and Directory Listings including caption listings.
MEDCO HEALTH SOLUTIONS, Tampa, FL
Call Center Customer Service Professional, Aug ’07 to Apr ‘09
Treated all members with compassion and empathy by handling inquiry calls from members calling in to refill, check order status of prescription refills.
Adhered to HIPAA guidelines by protecting member’s information.
Handled escalated calls from members.
Handled researching of members lost in mail prescriptions by creating trouble tickets.
Assisted members with questions about insurance information (Medicaid, Medicare, Blue Cross and Blue Shield, i.e. co pay; deductibles and out of pocket expenses.
Demonstrated active participation by enhancing skills through continuing training.
VERIZON WHOLESALE MAINTENANCE CENTER, Tampa, FL
Call Center Generalist/ Status & Escalations Professional /Consultant, Dec ’04 to Jun ‘07
Received trouble reports, complaints, and inquiries of all types from customers i.e.: CLEC'S, ULEC, IXC, AND CELL companies.
Provided help desk support to customer inquiries providing technical assistance and managing customer’s accounts.
Assisted and educated the customer on various outages.
Contacted customers to verify and investigate the trouble confirm appointments and resolve
trouble reports confirming customer's satisfaction with trouble report closure.
Screened trouble reports. Utilizes AAIS and STORC for verification and updates.
Today's Staffing, Tampa, FL
Call Center Customer Service Rep, Nov ’03 to Nov ‘04
Job assignments varied. Mostly worked in call center environments assisting and supporting customer's while providing exceptional customer service.
VERIZON WIRELESS, Tampa, FL
Technical Support Lead Coordinator, Nov ’98 to Oct ‘03
Assisted and supported Customer Care and other Verizon Wireless departments with difficult service opportunities and system problems resolutions.
Provided help desk support to customer inquiries providing technical assistance and managing customer’s accounts.
Researched, follow up, and resolved trouble tickets.
First point of contact for customer care associates in regards with technical issues.
Extensive knowledge of Verizon ordering and billing systems such as CMIS, VISION, and CAS.
Provided Helpdesk support to internal and external customers regarding inquiries with regard to orders, products and/or technical assistance managing account.
First contact for escalated calls.
Coached consultants on proper call handling procedures and customer handling
techniques.
Supported and facilitated the development of others knowledge and skills, providing timely feedback and guidance to help them reach their goals.
Gave employees timely feedback regarding attendance, tardiness, and performance issues.
Prepared memoranda reports, letters, and other documents with appropriate organization and structure, correct grammar and language and terminology.
EDUCATION
University of Phoenix– Online
Associates Degree 07/07/2015 –currently attending.
Arapahoe College Online completed:
Broadband Digital Installer
Computers and Broadband Modems
Understanding Voice and Data
Installer
Basic Broadband Troubleshooting
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