Customer Service Microsoft Office

Education

ITT Technical Institute, Dearborn, MI

Bachelor of Applied Science: Project Management Administration June 2015

ITT Technical Institute, Dearborn, MI

Associate of Applied Science: Computer Networking Systems June 2014

Honor Roll and Certificate for Perfect Attendance

Queensborough Community College, Bayside, NY

Associate of Applied Science: Computer Information Systems June 1989

Achieved Highest Honors

Technical Skills & Achievements

Knowledge of installing Microsoft products such as Windows 2003 Server and Windows XP

Installed and worked with Fedora 12 & 14

Configured Cisco switches and routers

Committed to a lifetime of learning

Bilingual English/Spanish fluently

Able to work without supervision

Configured routing tables statically and using RIP version 2

Created designs for LAN/WAN networks

Planned the pricing of hardware, software, and licensing for a fictitious business

Basic experience programming with Visual Basic and Python

Work Experience

INSIGHT GLOBAL, Troy, MI 03/2015 – 11/2015

Bilingual Member Representative

Answering over 200 phone calls daily in both English and Spanish, informing clients of various insurance issues and resolving problems.

Generate daily call reports documenting calls by topic and subject and any resolutions or changes to account.

Accurate use of internal tracking and client management tracking date base system and maintain strict compliance standards in accordance with HIPAA regulations.

UPS, Livonia, MI 11/2014 – 12/2014

Administrative Assistant II

Answering incoming calls from UPS drivers to schedule and coordinate inbound/outbound parcels.

Creating reports for drivers to plot delivery routes and regional drop points.

Assign drivers to trucks and routes, including parcel invoice slips and inventory tracking.

TEK SYSTEMS (GM), Warren, MI 07/2013 –01/2014

IT Global Service Desk

Answering over 200 phone calls daily in both English and Spanish, troubleshooting IT issues for General Motors, North and South America.

Writing tickets covering up to 8000 software programs, including; GMKM, Password Resets, HBDE, Bitlocker, Re-mapping hard drives.

Completing tickets within designated time lines. Routing tickets to appropriate teams when necessary to maintain streamlined work activity.

Papa Romano’s Pizza, Southfield, MI 01/2011 – 10/2011

Line Cook/Dishwasher

Prepared salads, chicken, pizzas, etc.

Washed dishes and cleaned store.

Express Employment, Farmington Hills, MI 06/2009 - 12/2010

Office Assistant

Supported various clients within the metro area with their general administrative needs.

Utilized Microsoft Office suite 2007 and Windows XP.

Created Microsoft Access reports.

Minacs, Southfield, MI 08/2008 - 10/2008

Customer Service Training

Trained in different cell phones.

Decisions making in selecting best phone according to customers need.

Troubleshooting customers issues with their cell phone/bill.

Target Corp., Detroit, MI 08/2005 - 08/2006

Cashier/Photo Lab Tech

Maintained all films developed on time for customer satisfaction.

Assisted Lab Manager in inventory for photo lab supplies.

Worked as cashier whenever asked by floor manager fast, fun and friendly, customer service.

SER Metro-Detroit Inc., Detroit, MI 05/2000 - 09/2002

Office Assistant Recruiter

Maintained all business fliers updated accordingly to each class in Spanish and English.

Created database of all places where legally fliers were distributed.

Designed an Excel report to easily review all active students taking classes. Sorted by the subject class taking.

Qual-Effic Kerry Global Solutions, Warren, MI 03/1999 - 05/2000

Computer Software Trainer

Trained co-workers employees with Microsoft Office 1997, Word, Excel, PowerPoint, and Access.

Maintained databases of customer surveys of retro-autos for easily retrieval.

ISO 2001 Certified. Performed internal compliance for the company.

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