Microsoft Office 365, Customer Service, Active Directory Networking
Resume:
Mary Diania Thompson
Chicago, IL ***37
acxdtm@r.postjobfree.com
https://www.linkedin.com/in/marydthompson
Information Technology Professional
Tier 1 Helpdesk Support Specialist with a basis in customer service. 18 years of experience working in Fortune 500 Financial Services companies and global organizations. Extensive background in data and systems analysis in a call center environment including merchant dashboards and agent productivity analysis. Strengths include process management and documentation, application testing and reporting, and preparing monthly management reports. Certifications / Technical Proficiencies
Certifications: CCNA, CCENT
Platforms: Windows 7/8.1/10
Programs: Microsoft Office 365, Microsoft Professional Office Application, Active Directory Networking: TCP/IP, ISO/OSI, UDP, Ethernet (802.3, 802.11 B,E,G,N), RIP, OSPF, EIGRP, STP, RSTP, VLan, Cisco IOS
Software: Microsoft Office Suite (Words, Excel, PowerPoint, SharePoint, Access); Aspect –eWFM; Application Maintenance; Avaya; Teradata- SQL; Crystal 10; Symposium, Cognos Report, Agile Work Experience
National Able Network, Chicago,IL 2016
Help Desk Support/Desktop Services
Primary responsibility is to provide first tier end-user support via telephone in Help Desk Environment. Secondary responsibility is to provide face-to-face support to end-users as directed by the Manager, IT Operations.
Works with users to solve problems with available technology including hardware, software and peripherals.
Installs hardware, software and peripherals. Troubleshoots basic hardware and software problems.
Perform IT Orientation for new employees.
Performs general tasks to aid in the ongoing support of the client server environment.
Manages and documents resolutions in assigned work queue to ensure that issues are resolved in a timely manner and appropriate trouble ticket documentation is captured. Capital One, Rolling Meadows, IL 2012 - 2015
Data Analyst/UAT
Analyst responsible for managing and supporting processes for call center agent compensation plans. Published ad-hoc and scheduled reporting for Partnership back office teams and merchants. Comfortable working with both domestic and international teams.
Recognized for the ability to “put oneself in the users’ shoes” during testing of new and existing call center software
Page 2 of 2
Designed test cases and executed test plans using Agile methodology for back office and call center desktop / portal applications that ensured virtually no defects when rolled out to users
Produced reports on UAT team findings
Performed triage, troubleshooting and analysis of issues and failures reported by team members to determine if the issue was a defect, enhancement, or user-error.
Reviewed and understood defects entered by IT team members, then translated those into actionable items
Worked directly with the Application Developers
Played an integral role in the testing, training and flawless implementation of a web based commercial call center productivity tool that involved the remediation of 108-10 MS Access databases across six teams
Identified a gap in system documentation and created a quick start guide that helped agents seamlessly transition to the new call center productivity tool and ensured an overall successful implementation
HSBC /Household Finance- Retail Services, Mettawa, IL 1998 - 2012 Business Information Analyst
Operations Specialist responsible for call center productivity/incentive reporting, application testing of call center software, and call center system control audits and collection letters maintenance.
Created and updated call volume forecasts, agent profiles, and agent schedules for call center teams in the Aspect EQ Workforce Management System to guarantee the accuracy of reporting and database access
Investigated and resolved incident tickets that occurred in call center reporting applications
Managed four merchants specific service level agreement (SLA) reporting dashboards using the Six Sigma business model
Maintained weekly and monthly ranking reports for over 200 customer service agents with a 99.97% overall data accuracy rate.
Volunteer Experience
Angel of God Resource Center, Inc. Riverdale, IL 2012 - Present MIS Analyst/Workshop Instructor
Design and update agency website, facilitate workshops and provide administrative support
Create all forms, brochures, quarterly newsletters used for advertising and program testimonials
Ensure databases are up to date by entering data and making necessary changes/additions
Provide administrative support to Executive Director and other colleagues as needed
Facilitate workshops as needed including Financial, Leadership, and Team Building and create relevant manuals, PowerPoint presentations, and handouts. Education
IT Career Lab – Chicago, IL 2016
Cisco Certified Network Associate Routing and Switching-CCNA Cisco Certified Entry Networking Technician-CCENT
Contact this candidate