Customer Service Microsoft Office

OBJECTIVE Continued learning and developing of my technical skills and knowledge base, and to continue providing high level’s of customer support.

EDUCATION Johnson College Dickson City, Pennsylvania

Associate Degree: Computer Information Technology

Anticipated Graduation: May 2010

Cumulative GPA of 3.0

References available upon request

West Scranton High School

Date Range 6/10/2005 – 6/9/2008

Grade average A+

WORK

EXPERIENCE

C3I - Help Desk Analyst Level ll June 30th 2014 to Present

Remedy Knowledge and expertise

Assist Tier 1 technicians with the Quality of their support and skill set’s.

Work with Management and Quality assurance team to improve desk work.

Communicate issues between Home Office and C3I

Manage team during work hours.

Extensive knowledge of client Hardware and Software.

Project based work within client team

Adaptability

Analysis

Customer Service Orientation

Functional Job Knowledge

Initiative

Judgment/Decisiveness

Managing Stress

Oral Communication

Persuasiveness/Influence

Planning and Organizing

Technical and Professional Competence

Written Communication

POA Attendance as team lead

Call Handling/Logging

Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario

Excellent verbal and written communication skills

Strong interpersonal skills

C3I - - Help Desk Analyst Level l October 16th 2012 to June 30th 2014

Worked with Clients on technical related issues regarding their phones, tablets and laptops

Excellent verbal and written communication skills

Excellent Customer Service Skills

Work within ticketing systems to document all issues and resolutions

Texas Road House Inc. June 22nd 2006 to October 2012

Service Assistant Trainer, Service Assistant, Server, Line Cook

Cleaned tables, Trained New workers, Serve customers

Fixed Network and computer issues; Software and hardware related

Trained new employees

Assisted customers with seating

VOLUNTEER

EXPERIENCE Goodwill Industries, Scranton, PA, Volunteer,

2001-2006

Helped manage children who had ADHD and other disabilities.

Service Awards Goodwill industries Volunteer Service awards for 2006

Awarded for my dedication to Goodwill and my time volunteering at Goodwill Inc.

Technical Skills

Knowledge of Adobe After Effects

Knowledge of Adobe Photoshop

Proficient in Sony Vegas Pro

Internet Explorer, Mozilla Firefox, Chrome knowledge

Microsoft office- word documents, excel databases, slideshows, etc

Windows-servers management

Active directory management skills

Proficient at Remedy logging systems.

Building computers, workstations, servers.

Desktop and Laptop repair (software and hardware)

Microsoft Office Suite, Windows Operating Systems, and Internet applications

Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario

Knowledgeable about Siebel systems.

RSA/Cisco and VPN administration work and management.

PGP admin and Hard drive encryption knowledge

Knowledge base and training documentation and creation

Unity system admin

Mobile device admin (Airwatch, Mobile Iron)

Management and installation of Secure Print Software.

IP phone installation and management.

FTP software management.

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