Customer Service Support
Resume:
Janie Howell
Houston, Texas *7089
Objective: To grow with a company using my customer service skills with technical skills.
Skills: Active Directory, VPN, MS Office 2007 and 2010, Vista/Windows 7, Citrix, Remedy, Print Queues, Folder Access, GSCE/Lync, Process/Procedures, Network Troubleshooting and Customer Service.
Experience:
Cashier Walgreens - August 2016 – August 2016
Cashier, facing shelves, stocking shelves.
Administrative Assistant - Walkercom - May 2016 – May 2016 Temporary Fill in.
Filing, Answering calls, scheduling appointments, attend meetings, order lunch for lunch and learns. Review resumes for open positions, schedule interviews with potential employees.
Helpdesk Analyst July 2006 – November 2015 US Computer (Contracting for Chevron)
* Provide 1st level support to all upstream customers at Chevron includes Downtown location, Gulf of Mexico, Mid Continent, SJV, Canada.
* Help customers with Hardware/Software, network printers, passwords, Folder Access, Ergo Evaluations, IPhone/Blackberry, VPN, NetGIL, Citrix, Lync and GSCE and Outlook as well as monitoring the support email box for issues.
* Use Active Directory for password changes, Lync or GSCE to remote into customer’s personal computers along with Chevron Proprietary Tools.
* Assist remote support customers using Cisco VPN, GIL Mail and NetGIL.
* Log calls into the Remedy 7.0, escalate priority calls according to Support Center processes and customer needs.
* Support Operating systems Vista and Windows7, MSOffice 2007 and 2010. Maintain at least a 60% first call resolution rate. Phone system is an ACD System.
2nd Level Support Analyst October 2005 - June 2006
Texas Commission on Environmental Quality Austin, TX
* Provide 2nd level support to the Helpdesk for problem resolution. Assist customers with Novell/NT passwords, NAL installations, printers, IE, Group Wise, Corel 10 suite and responsible for the Microsoft Office queue.
* Assist customers in the conversion of documents from Corel 10 to MSOffice 2003 suite.
* Use Novell Console one to connect to PC's on the network for helping in diagnosing.
* Use Remedy Magic for ticketing system.
* Operating system supported Windows ME.
Technical Analyst March 2005 - October 2005 TEK System/McLane Distribution Temple, TX
* Responsible for the support of proprietary on-line ordering systems.
* Support fast food restaurants that cannot dial in or connect to our system using the Website.
* Use MLink to connect to stores, JDE on AS400, Telnet, Source Link, and Peregrine Helpdesk Tracking Software.
Helpdesk Supervisor 2000 - May 2004 Sears Roebuck Round Rock, TX
* Responsible for the supervision of 15 -18 Helpdesk Associates, 24 x 7, managing day-to-day schedules, payroll, new project rollouts providing changes to procedures and processes, act as a liaison between our Business Partners and the Helpdesk.
* Responsible for weekly and monthly metrics for Senior Management using Remedy, Crystal Reports, Business View Observer and Composer.
* Provide coaching for misrouted tickets, and handle customer complaints.
* Keep the Helpdesk goals of ticket to call ratio 90%, Availability time 70% and first call resolution 90%.
* Manage the Support of over 100 applications for internal customers.
* Proficient in MS Office, Cisco VPN, Remedy, Lotus Notes, Citrix, Terminal Server, NT/Novell Account Administration, Win2000 and NT4.0.
* Followed procedures established for all Severity 1 issues.
* Pages to Management on an hourly basis keeping them apprised of the hot issues.
1996-1999 Security Capital Group El Paso, TX Service Center Helpdesk Supervisor
1995-1996 Kelly Temporaries Austin, TX, Technical Helpdesk
1984-1994 Houston Lighting and Power Houston, Texas, Helpdesk/Technical Analyst
Education:
High School Graduate, J. Frank Dobie High School Houston, Texas
Interests Outdoor activities
Certificates: Helpdesk 2000, Manager and Helpdesk 2000 Instructor
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