Help Desk Analyst Technical Support
Resume:
Elvin Kourtney Moore
Apt. **
Mauldin, SC 29662
*********@*****.***
Work History:
April 2012 – Present Windstream Communications Greenville, SC
IT Help Desk Support Analyst I/II
Provide first and second level response and support services for incoming calls and emails to a high-volume IT Help Desk team.
Resolve technical problems and answer questions received via telephone or ticket portal.
Provide technical guidance and direction to users on inbound questions, issues, and/or concerns.
Perform hardware diagnostics and coordinate repairs as needed.
Research and troubleshoot end-user issues and provide documented solutions to those issues.
Create, update, and resolve all issues within the trouble ticket tracking system(s).
Ensure a timely resolution and/or escalate non-resolvable issues to other teams as appropriate.
Alert management of recurring issues and problem patterns. Work with other internal teams to keep them informed of on-going issues.
Perform miscellaneous technical and administrative tasks in support of the LAN or PC environment.
August 2011 – April 2012 Samsung/Alorica, Inc. Simpsonville, SC
Tier 1 Technical Support Agent
Provided inbound technical support (troubleshooting) for customers who experienced issues with Samsung laptops, printers, tablets, music players, hard drives (internal and external).
Answered questions in regards to various Samsung products from customers whom inquire about purchasing items, retrieve user manual data, and further research discussions based on online forums and panels.
Processed claims for refunds and/or exchanges based on customer satisfaction for any issues that arise from using Samsung products.
Set up In-Home, Carry-In, or PickUp service requests/orders for customers who have issues that are beyond their control with their Samsung product and covered under the company’s warranty service program.
October 2010 – August 2011: Moorehead Communications Spartanburg, SC
Retail Sales Associate/Assistant Manager:
Sell products and services for Verizon Wireless (phones, calling plans, mobile broadband plans, prepaid/post pay accounts, accessories, headsets, and other equipment) and operate as a premium retailer for Verizon Wireless’ customer needs and match customers’ needs with proper equipment and rate plans to meet those needs as well as view every customer as prospect for additional services and equipment offered.
Perform daily transactions including bill payments, product purchases, upgrading or downgrading of services and equipment, spreadsheet reports of daily sales and goals (metrics) as well as returns/exchanges, etc while assisting the manger in completing all required records, reports, forms and monthly packets per corporate and Verizon directives, operating store front, merchandizing and displays, cash handling, and other retail duties.
Give face to face interaction as well as inbound/outbound calls to/from customers giving high level of interpersonal and customer skills to work with customers effectively.
Manage all sales associates full and part time for operation of retail site during business hours effectively including creating schedules, monitoring selling and customer service skills, product knowledge via face to face interaction including increasing performance skills (coaching), etc.
April 2009 – June 2010: Sykes Enterprises, Inc. Greenwood, SC
Order Manager/Customer Care Representative
-Client: AT&T VoIP Phone Services for Small Business Accounts
Managed multiple orders at a time regarding the provisioning support to small business clients through the planning, implementation and closeout phases for multiple VoIP service products and services.
Managed required project work for successful installation of Managed Internet Services (MIS).
Made outbound calls constantly to organize projects between sales and clients/customer business locations (conduct technical consultations with small business clients, assisting clients in voice provisioning, IP addresses, user setup, product upgrades, sales, etc).
Conducted testing for voice features, interface with the VNCC for VoIP network element provisioning issues and LOCAL to resolve Switch translation automation fall-out.
Served as an escalation specialist between other order managers to provide full technical support and assistance when needed as well as sales, customer service, billing inquiries, etc.
Drafted and organized daily reports to track sales orders, quota/goals, metric readings, etc.
November 2007 – April 2009: Charter Communications Simpsonville, SC
Broadband Sales and Retention Specialist
Provided high level of customer service in a courteous manner in a high-paced environment.
Responded to inbound disconnect calls promptly and proficiently when customer decided to cancel all services due to bill increases, problems with products and services, etc.
Retained products and services for existing customers by offering discounts on current products and services or upgrading to next higher package to maintain a lower rate, helping to keep the customer and retain at least 70% of possible revenue.
Responsible for inbound calls for product and service purchases relating to cable, internet, and landline phone services; also follow up on sales orders if customers were interested in upgrading services or signing up in contractual plans.
Answer a question pertaining to billing disputes, service complaints, voluntary disconnects, customer surveys or otherwise contacted by telemarketing (inbound and outbound calls).
Process orders for new service, rescheduled appointments, and saved accounts.
Process credit card payments, post and balance batch daily.
February 2000 – November 2007 Jostens Cap & Gown Division, Inc. Laurens, SC
Information Systems Assistant
Work under the Network Administrator (IT Manager) to provide a stable connection to the entire network system of the workplace involving computers, telephones, fax machines, printers, and/or copiers.
Maintain up-to-date software in order for employees who use computers to be able to learn new technology and information related to the new software plant wide.
Configure troubleshooting problems that workers may encounter on their work equipment needed to perform their job in an accurate and timely manner.
Check all electrical equipment for problems on a monthly basis to see if any mechanical or program failure has taken place. If so, then action is taken place in order to resolve the problem physically along with the Network Administrator.
Other Positions held at this employer:
-Human Resources Assistant (to HR Manager, HR Coordinator, and Payroll Clerk)
-Training Coordinator/Trainer (for Warehouse Packer Dept)
-Assistant Team Leader
-Packer/Production Worker
Education:
2005-2006 Piedmont Technical College Greenwood, SC
Majored in Radiology
2000-2004 Charleston Southern University Charleston, SC
Majored in Sociology; minored in Computer Science
Skills:
Customer Service, Technical Support, including Escalations
Inside Retail Sales, Retention, and Support
Order/Account Management
Level 1 and 2 Help Desk Analysis Support, including Desktop Support
Manufacturing Information Systems Support
Work Experience:
Windows 7 Operating System; MS Office365 and below; PC hardware and software knowledge; Network Connectivity experience; Cisco VPN and Cisco AnyConnect VPN client experience; Mobile Device Management application support on mobile devices; Citrix XenApp server including applications; multiple software applications and desktop peripherals; Network Account Management experience; Multi-tiered Service Desk experience; Remedy ticketing system experience and more.
Recognitions:
Focus Recognition Award(s) - Windstream
Culture Hero Award(s) – Windstream
Support Agent of the Month – Samsung
Top Sales Associate – Moorehead Communications
Who’s Who Among American Colleges and Universities
Who’s Who Among American High Schools
Extracurricular Activities:
Member of White Plains Baptist Church – Mountville, SC
oMass Choir – Section Leader (Tenor)
oPraise Team – Worship Leader
oPastor’s Aid Auxiliary – President
oSingles Ministry – Secretary
oProgram Committee - Member
oBrotherhood – Former member
Knights of Pythagoras
oFormer member
Youth Council of NAACP – Laurens County Chapter (Laurens, SC)
oFormer member
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