Customer Service Support
Resume:
Crystal Johnson
**** ********** **, *******, ******* 30906
*******.**********@*****.***
Summary
A flexible, dependable, trained detail orientated Administrative and Information Technology Professional with many years of experience. A cultured multi-tasker, with the ability to manage office duties and provide comprehensive administrative support while also demonstrating technological expertise.
Skills
• Excellent Organizational Skills
• Strong Customer Relations Skills
• Data Entry
Systems and Tools Used
•Jira Ticketing System
•PeopleSoft
•MS Office Suite (Outlook, Word, Excel, Access, PowerPoint)
•SQL (structured Query Language),
•Wiki Knowledge Base, KAM Database, Vision Database
•Avaya Phone system.
•Dreamweaver
Education
DeVry University, Online
Bachelors of Science – Computer Programming
(In progress)
Augusta Technical College, Augusta, Ga
Microcomputer Specialist - Augusta 2005
Experience
Office Specialist
Augusta Staffing Agency (Augusta, Georgia)
•Provided administrative support to IT Project Coordinator
•Receive, sort and distribute incoming and outgoing mail.
•Process, submit, and ensure timely resolution of customer complaints.
•Plan, manage, perform and coordinate all necessary functions on projects as assigned.
•Coordinate, prepare for, and facilitate meetings for projects assigned to
•Accept and post billing transactions
2013- present
Sykes @Home - Augusta, GA
Customer Service Professional October 2013 to Present
• Provided administrative support using basic office machines and MS office software
• Processed and submitted inventory orders for major clothing line.
• Processed, submitted, and ensured timely resolution of customer email complaints
• Tracked inventory orders using proprietary software
Kam Technologies, Augusta, GA
Application Systems Support Analyst October 2012 to May 2013
•Created and maintained documentation and training materials.
•Handled special administrative projects, as well as overflow work from other departments
• Documented software defects, using bug tracking software and reported defects to developers.
• Evaluated and tested new or modified software programs to verify that programs functioned according to user requirements.
•Ensured that required training documentation was accurately processed, distributed and released to appropriate parties in a timely manner.
•Facilitated the investigation of software implementation defects and provided documentation to support appropriate resolution.
•Assisted with project management implementation during proprietary software implementation
•Responded to Service Request Tickets in prompt and professional manner.
•Managed Jira Ticketing system and assigned incoming tickets to appropriate personnel.
•Established test procedures for programs and processes.
ADP Associated Data Processing, Augusta, Ga
Remote Installation Specialist September 2009 to October 2011
•Used Remote Server access to perform Warranty or other software implementations for service, parts and other vehicle related interfaces.
•Created and maintained documentation and training materials.
•Coordinated install activity with site contact and gathered required information necessary to complete implementation.
•Prepared required permanent documentation for Vision Database records retention.
•Assisted in researching contract related activities for payment processing after install using Data Warehouse Database.
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URBAN OUTFITTERS, Trenton, SC
IT Support Specialist June 2008 to September 2009
•Provided support for Avaya phone system during outages
•Assisted users with Password resets, login issues, support for Windows OS and Outlook email
•Assisted users with various AS/400 issues such as file locks, user credentials, etc.
•Assisted users with policies and procedures for setting up new user accounts
•Facilitated the investigation of customer issues and provided documentation to support appropriate resolution
•Closed an average of 50 help tickets per week with 60% resolved within 24 hrs.
ELECTROLUX MAJOR APPLIANCES, Martinez, GA (started as intern converted to full time)
Data Center Operator August 2005 to February 2008
•Provided First Level after hours support for EDS Help Desk and IT Operations staff
•Used Tivoli Tec to Monitor Global Clients and reported any outages to appropriate offshore teams
•Monitored AS/400 High Availability (HA) and Production software for job log errors.
•Monitored U.S WAN and LAN connectivity and reported any outages to appropriate teams
•Monitored PeopleSoft (CRM) connections and took appropriate actions.
•Completed daily, weekly and monthly AS/400 tape backups
•Ensured weekly payroll checks were printed, packaged and that delivery requirements were met
•Facilitated the investigation of customer issues and provided documentation to support appropriate resolution
ELECTROLUX MAJOR APPLIANCES, Martinez, GA College Internship (hired to full-time position)
•Electrolux Major Appliances)
•Imaged and configured IBM machines using Technology Center Software.
Installed and maintained IBM equipment such as desktops, laptops, printers, etc.
Resolved minor system/hardware problems and provided preventive maintenance.
Handled an average of 30 help tickets per week Organized and implemented agency business functions.
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