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Technical Customer Service Support

Location:
Nashua, New Hampshire, United States
Salary:
42K
Posted:
October 20, 2016

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Cheyenne Allard

*** ********** **., ******, ** **063

Cell: 603-***-****

acw5hx@r.postjobfree.com

CAREER OVERVIEW

● Committed and motivated Business Services Support Professional with exceptional customer service and decision making skills; quickly learn new technology and tasks with ease.

● Strong work ethic, professional demeanor and great initiative.

● Interact professionally with all levels of staff and maintain the highest level of confidentiality; known for tact a nd diplomacy in handling sensitive issues. QUALIFICATIONS

● Advanced MS Office Suite knowledge

● Business process improvement

● Exceptional telephone etiquette

● Requirements gathering

● Meticulous attention to detail

● Comcast Billing Systems

● Comcast Telephone switches(3.0, 3.e,

IMS)

● Meeting planning

● Facilitate Meetings

● BMC FootPrints (Ticketing System)

ACCOMPLISHMENTS

Auditing Accounts

● Partook in auditing accounts that have been converted from one billing system to another.

Mentoring ship

● I began mentoring a new hire class on 10/21/2015 and gained a mentee to training when they first came on the floor

WORK EXPERIENCE

Business Services Support Professional, 1 0/2014 to Current Comcast – H udson, NH

Responsible for providing superior technical support & service to our small and medium business customers by promptly answering inquiries, providing accurate information while troubleshooting and problem solving with customers. Contributes to projects as required. Act as a resource for colleagues with less experience. While being in BSSP position I have had the opportunity to partake in a system audit to make sure that the converted accounts had no errors after being converted from one billing system to another.

● Strives for First Call Resolution while handling all issues with urgency, ownership and accountability.

● Performs complex diagnostic troubleshooting to resolve voice, video & data service issues as well as make changes to their services.

● Identifies opportunities for process improvements & recommends solutions to leadership.

● Communicate effectively with customers in a professional manner while setting accurate expectations for issue resolution.

● Ability to articulate relevant information regarding billing cycles, processes, and pro-rates effectively.

● Acts as a product consultant to business owners by articulating product features and benefits and making recommendations for new lines of business, upgrades or other services (Signature Support, Upware, etc.) based on customer needs/interests. IS Application Support Admin/ JR Business Analyst Intern, 04/2014 to 10/2014 Enterprise Bank Lowell, MA

I joined the Application Support department and my attention to detail skills; quick learning came into play very quickly. I have gained a lot of knowledge of how a bank is run and what goes into keeping the bank running smoothly b ased on the technology side.

● Handle User Admin tasks for the Application Support department which consists of adding/deleting/changing u sers in some applications.

● Focus on Record Retention filing for those throughout the bank.

● Built a Business Analytics report with a specific criteria and took the data and created a Foxtrot script to make the changes as needed to the accounts and also within the script I was able to make sure that all dormant accounts of accounts that are inaccessible are written to an error log text file.

● Created and completed a test plan for a bank wide used application 360 View.

● Facilitating the monthly project leadership meeting, this includes the Project Matrix with all projects that are in progress, on hold, or for the future.

● Kept track of the statuses of these projects by communicating with the project managers to get updates.

● Maintained detailed administrative and procedural processes to improve accuracy and efficiency.

IS Tech Intern in Help Desk, 01/2014 to 04/2014

Enterprise Bank Lowell, NH

I began my internship being a help desk intern/ learning user admin which consists of adding users to Active Directory, setting up their Exchange Accounts and giving them access to other applications within the Bank.

● Within this role you have to answer the phone and assist internal customers with PC issues, password resets and or unlock, as well as remote assist the user to troubleshoot their PC issues.

● My largest contribution was assisting in the deployment of windows 7 PC's bank wide. I reviewed user’s old P C's to see what software they were using to create a list of what software should be placed on an image for the department so that every department received the same image and applications.

● Decommissioned all PC's and hard-drives for the entire bank and kept track of all users new PC's and old PC's all which I placed into an Excel Spreadsheet and an Access Database.

EDUCATION AND TRAINING

Bachelor of Science: Information Technology, Graduated May 2016 University of Massachusetts Lowell Lowell, MA Coursework in Microsoft Excel, Microsoft Office, DHTML, HTML, CSS, Information Systems, LAN/WAN Technologies (novice)



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