Customer Service Administrative Assistant
Resume:
James Hunt
Jaffrey, NH *****
******@*******.***
Professional Development
Southern New Hampshire University, Manchester, NH Jun 22 2015-Present
Customer Support liaison II
Providing inbound and outbound support to Students, Staff and Faculty
Installing a variety of software; Read&Write, Office365, VMWare, browser plugins
Utilizing software tools and knowledge for systems cleans, virus and malware removal
Utilizing Five9, MS CRM, OneNote, Outlook, LogMeIn, Lync, Colleague/Datatel daily
PlumChoice, Inc., Lowell, MA August 8 2011-March 6 2015
Technical Support Supervisor
Managed a team of 14 direct reports, supervise 150-180 staff during shift via remote live monitoring
Provided sales and call quality coaching to remote agents, review and score direct reports
Fielded and resolved negative customer service issues with customers
Worked with technical and sales staff to increase efficiency and improve overall metrics
JVT Advisors, Inc., Andover, MA March 21 2011–August 5 2011
L2 Software Support Engineer
Supported “Cash Office” Kronos HR Application Rollout
Oracle Business Suite, UN/PW, procedural assistance
Network connectivity, printer support, remoteware
Elsevier Science, Inc., Burlington, MA July 3 2000-May 29 2009
Help Desk Analyst/Supervisor
Provided customer support for 5 dynamic websites, including answering phones and 2,500 e-mails per week, PDF/HTML Adobe Acrobat Reader, end-user and a wireless home network, user access and website support.
Supervised for 3.5 years as backup to my immediate manager
Named HelpDesk Analyst of the Year, 2005, 2006, 2009
Created and maintained accounts and trials for both institutions and individuals. Contract filing and file maintenance
Trouble-shot a wide variety of web-based conflicts, via phone and e-mail contact
Assisted in creation of company SOP, specific to the requirements for the New York office position
Created a dictionary of web terms for company-wide reference and use by all customer support departments
T&T Group, Inc., New York, NY Spring 2000
Executive Administrative Assistant (Contract)
Assumed multiple assignments in the cosmetics, publishing, insurance, and finance industries
Performed word processing, presentational and database design
Supported executives with calendaring, scheduling, and travel arrangements
Provided help desk (IT) customer support and hardware inventory
Johnson Controls, Bedford, MA 1998-1999
Administrative Assistant
Provided data entry for Accounts Payable/Receivable utilizing Oracle, PEMS (SmartClient), Microsoft Word, and Netscape
Tracked purchase orders
Maintained filing system, utilized Excel, and created Receiving documents
Bar-coded high-ticket equipment for military and corporate use
Special Skills
Operating Systems: Windows, XP, 7, 8.1, 10, Later versions of Mac OS.
Software: Word, Excel, PowerPoint, Access. Seibel CRM, Outlook, Adobe Reader, Kronos, Verint, Bomgar, ININ communication software, Five9, MS CRM, LogMeIn, Workday, Java
Firewalls: Windows, Popup Blockers, Link resolvers
Browsers: Netscape, Internet Explorer, Firefox, Chrome, Safari
Search Engines: Google, WebCrawler, PubMed, Scirus, ScienceDirect, Scopus
IT/Help Desk and PC maintenance
Strong hardware and software installation proficiency
Wireless network installation
POP3 and SMTP e-mail protocols
Excellent organizational and communication skills, detail oriented, focusing on world classs customer service and team/asset management
Certifications: Five9
Education
Middlesex Community College, Bedford MA 1997-1999
Associate’s Degree, Liberal Arts and Sciences
Graduated Dean’s list
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