Customer Service Data Entry

Scot A. Stratton

Hampton, Va. ***- ***-**** ******@*****.***

mailto:******@*****.***

mailto:******@*****.***

Summary of Qualifications

●16 years experience in areas of data entry, inventory control, networking, and technical troubleshooting

●Proficient in Microsoft Office Suite

●Knowledgeable with programming languages (Cobol and RPG-IV).

●Knowledgeable with Windows Server 2003, CISCO Routing, and UNIX networking.

●Able to work independently or as a supervisory role.

●Detail oriented, excellent written/verbal skills, problem solving, and customer service skills

●Holds Customer Service certification

Education

ECPI College of Technology, Virginia Beach, VA

Bachelor of Science Degree in Computer and Information Science,

IT Networking and Security Management 3.43 GPA

Course completion January 2010

●Member of Phi Theta Kappa Honor Society

●Dean’s list recipient

Berks Technical Institute, Wyomissing, PA

Certificate of Completion, Computer Programming, 1995-1997 3.90 GPA

Career Experience

IBEX Global (TRG Customer Solutions)

Apple Tier 2 Senior Advisor, July 2012 –May 2016

Attended a 3 week intensive training to learn the skills needed for proper performance on the workplace.

Promoted to position of Senior Advisor due to exemplary work performance

Attended an extensive training course on responsibilities for Senior Advisor call handling

Provide guided assistance to Tier 1 advisors seeking further assistance with their calls.

Take over escalated calls as needed to further assist customers with their issues

Escalate cases as needed to Apple Engineers by completing the proper forms with needed information.

Assist customers through phone and email assistance

Provide assistance to other Advisors as needed.

Assisted customers with their issues with the basic computer operations as well as software issues.

Assisted with in house needed updates to the Mac computers used by other advisors in support of the Apple program

●Assist customers with issues with their iPhones, iPads, and iPods with many first touch resolutions.

●Complete any new training assigned in a timely manner to be a better employee and assist customers better.

●Mentored new employees during and post training classes with customer issues as needed.

SLAIT Consulting(formerly PLANIT Technology Group)

Help Desk Analyst, Sep 2008 – Oct 2011

●Ensuring the confidentiality, integrity, and availability of systems, networks, and data

●Conduct review of security operations and activities to develop evaluative reports identifying changes and corrective measure needed for improving contingency plans.

●Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations

●Participate in the development of emergency management, continuity, and resiliency plans/strategies.

●Establish and maintain working relationships with public and private organizations affected by security policy and procedure operation and implementation.

●Performs data and information services to include indexing, cataloging, and proposing configuration standards, on data and information products

●Performs data and information management, and preliminary quality assurance activities to include data entry, maintenance, correction, verification, and validation.

●Willingness to learn new information systems security laws, policies, directives, and procedures.

●Willingness to learn new information systems security skills & technologies.

●Desktop, hardware, and application support for multiple clients.

●Mobile Telecommunication support for multiple clients.

Cegedim Dendrite International (through Tek Systems,) Chesapeake, VA

Level 1 Technical Customer Service Representative, May - July 2008

●Provide excellent customer service to Pharmaceutical Sales Representatives nationwide

●Troubleshoot hardware and software issues with company-assigned equipment

●Assist representatives with documentation and company policy issues

PLANIT Technology Group (formerly Dataline Consulting Services), Norfolk, VA

Bench Technician, July 2007 - May 2008

●Load base image of Windows XP onto desktop and laptop computers

●Load the appropriate set of applications on each PC as required by the specific Virginia state agency

Other Work Experience

Contracted worker to establish security for housing

Senior Property Specialist in overseas locations

Inventory Control and Warehouse Clerk

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