Resume

Sign in

Customer Service Help Desk

Location:
San Jose, California, 95119, United States
Posted:
January 13, 2017

Contact this candidate

Page*

Vickie Fox

Technical Solutions Customer Service Represenitive

acx9sl@r.postjobfree.com

Summary

A proven top performer customer facing technical help desk leader and analyst, experienced in supervising and performing Help desk services that assist customers with system questions through fielding calls and emails on technical problems to diagnose and guide customers through problem solving steps.

• Displays the highest level of critical thinking and analysis in bringing successful resolution to high impact, complex problems and coordinates responses across multiple technical teams and makes prompt sound decisions when faced with complex issues with a highly successful track record.

• Success is derived by strengthening client relationships, building employee morale, cross-functional team building, discipline and attention to detail.

• 9 years experience working in client-facing roles for state, local, and municipal government clients providing support for HP's enterprise SaaS software products. Experience

Senior Technical solutions specialist at Hewlette Packard Enterprise 2011 - 2016 (5 years)

Help desk analyst lead for production support Enterprise Saas software product CCMS Childcare Maintenance System for multiple clients, Florida Virginia and Connecticut. Working directly with both end users and client stakeholders as part of a distributed, cross-functional team. Using Phone, AVAYA, email, JIRA ticketing system, webx, Goto meetings, SharePoint, lync and acting as liaison and facilitator between Clients and development team to bring resolution to reported issues. Generated weekly and Monthly statistical reports using MS office Excel/Word for Clients and management. Worked within the guidelines of the SLA - service level agreements.

• Coordinated and compiled internal ticket audit ahead of deadline to determine trends for future software upgrade to address issue related program bug fixes for the client.

• Received accolades from management for going above and beyond in support of team and overall projects while in a short staffed period.

• Provided Production support of HP's enterprise SaaS software. Page2

• Telecommuter 5+ years

Project Team Lead at Hewlett Packard Enterprise

2010 - 2012 (2 years)

Led a help desk software support team for HP's statewide voter registration product line, HP's enterprise SaaS software product. Created and maintained policies, procedures and schedules while overseeing daily and extended support. Organized and scheduled team and individual goal setting and training. Complied and completed ongoing client provided statistical status reports.

• Maintained the help desk follow up policy compliance at 100% for full calendar year resulting in increased client and end user satisfaction as well as faster resolution times on client issues. Received recognition award.

• Received recognition award, "Appreciation for your outstanding efforts for mentoring peers above and beyond what is required or requested and acting as the exemplar of the (HP) company leadership values".

• Successfully provided backup in a Elections Help Desk Support Role by providing backup to Help Desk Supervisor for HP's voter registration product line in 10 states including training and written reports. Project Team Lead at Hewlett Packard Enterprise

2007 - 2010 (3 years)

Originally starting as a help desk analyst in a role responding to client calls and emails in line with the help desk procedures. Assisted State and County end users documenting detailed and accurate information in the ticket tracking software JIRA and routing to the appropriate team member or provide training directly to the end user.

• Promoted to Project team Lead within 6 months.

• Provided Production support of HP's enterprise SaaS software.

• Accolades from the client who rated our team as "Top Box" for excellence in performance and delivery to the client".

• Successfully transitioned the help desk team to 100% work from Home environment "telecommuter" "at home advisers" without interruption to the clients. Page3

• Provided training on the computer soft phone system Avaya and the GERS reimbursement system.

• Created and maintained FAQ's library

Education

Chemeketa Community College

Computer Operations

Honors and Awards

Increasing turnaround time on Client reported issues. Management

Recognition award for maintaining 100% Help Desk Follow-up Policy compliance for more than 1 calendar year resulting in increased client and end user satisfaction as well as faster resolution times on client facing reported issues while supporting the Elections voter registration software product. Project Team Lead

Management

2012

• Received recognition award, "Appreciation for your outstanding efforts for mentoring peers above and beyond what is required or requested and acting as the exemplar of the (HP) company leadership values". Project Team Lead

Management

• Accolades from the client who rated our team as "Top Box" for excellence in performance and delivery to the client".

Skills & Expertise

Customer Service

Team Leadership

Technical Analysis

Microsoft Office

Customer Support

Software as a Service (SaaS)

Mentoring

Technical Support

GoToMeeting

Training

Requirements Analysis

Daily Reports

Business Process Improvement

Customer Relationship Management (CRM)

SharePoint

JIRA

Page4

Leadership

Software Troubleshooting

Avaya IP Telephony

Service-Level Agreements (SLA)

Avaya Communication Manager

Interviewing

Network Troubleshooting

Microsoft Excel

Microsoft Word

Cross-functional Team Leadership

Virtual Teams

Virtual Private Network (VPN)

Webinar Management

Adobe Premiere Pro

Lync

office communicator

ITIL

Investment Properties

Visio

Enterprise Software

ACD phone system

Projects

Regence Bluecross BlueShield of Oregon

2006 to Present

Members:Vickie Fox

Pharmacy services specialist - In a call center environment under a temporary contract providing support to Doctor offices, Pharmacies and Members due to the 2006 role out of the medicare part D Plan enrollment. Providing plan availability and benefit eligibility on medical and pharmacy benefits responding to incoming email correspondence and incoming calls.

GE Security

2006 to Present

Members:Vickie Fox

Field Support Specialist: Provided technical Nationwide support for real estate agents utilizing GE security / Supra products, proprietary key cards and/or PALM computing platform. Trouble shoot and resolving technical problems, equipment code malfunctions and billing issues. Temporary project in a call center environment.

Page5

Vickie Fox

Technical Solutions Customer Service Represenitive acx9sl@r.postjobfree.com

1 person has recommended Vickie

"As the Help Desk Manager of HP’s US Public Sector Division, I was Vickie’s direct supervisor from 2008 through 2012. Despite coming in as a novice leader, Vickie worked hard to learn the art of leadership, picking up tactics through mentoring and from her own study. As a result, the front-line support analysts considered her one of the best, most trustworthy Team Leads on the Help Desk. She also won the respect of her clients and internal teams for her professionalism, enthusiasm, and problem-solving. During the Colorado State Mock Election (during which call and email volume rose by over 900%) Vickie managed the chaos with a cool head, maintaining 100% SLA-required support. She also maintained 100% timely follow-ups with her end users, exceeding SLA requirements for issue status updates. Vickie is one of the finest employees I’ve had the pleasure of leading, and is a leader and mentor in her own right who will only continue to grow in her ability to bring professionalism and positive result to any team she works with. I highly recommend her!"

Erin Grace, Help Desk Manager, Hewlett-Packard, managed Vickie at Hewlett Packard Enterprise Contact Vickie on LinkedIn



Contact this candidate