Grace A Konyeaso

** ****** ******, ***. *

Worcester, MA 01610-

508-***-**** –Home Phone

(508) 521- 5491- Cell Phone

acztnc@r.postjobfree.com

SUMMARY OF QUALIFICATIONS:

. Associate in Science Degree (AS) - Enrolled (Currently Pursuing)

Computer Science Secure Software Development- Middlesex Community

College, Bedford, MA

. Have three or more years experience in IT Helpdesk Specialist environments.

. Have education knowledge, work experience and technical skills of computer

Hardware and software, troubleshooting, printing, networking, and

application technologies to ensure steady state network operations.

. Mobile device support (Android, iOS, Samsung, Windows mobile) etc.

Have interest in technology. Have experience supporting medical staff.

. Have strong and excellent customer service skills, providing support via

telephone, e-mail, voice mails. Have on-call experience and work extra hours.

. Ability to learn new technologies and applications. Accurate, quick learner,

and pay attention to details. Bomgar or other advanced remote desktop tools

. More than ten (10) years banking and retail store experience in sales and

customer service environment/managed services provider.

. Ability to provide training to fellow colleagues.

. Possess strong processing, research, and data entry skills.

. Analytical capabilities and adhere to deadlines.

. Have teller experience, and a proven track record of success in sales in the

bank’s excel program.

. Experienced with computer systems, and can operate various office

machines like, telephones, calculators, computer keyboarding, fax machines,

printers, photo-copy machines, cash registers, sensors, etc.

. Enthusiastic, goal oriented, customer focused, flexible, helpful, up-beat and a

team player. Ability to handle high stress situations.

. Takes initiative, resourceful, and can work independently when needed.

. Excellent oral, presentation and written communications skills.

. Excellent interpersonal and math skills, organized person, enjoy selling,

customer contact as well as on the phone.

TECHNICAL SKILLS:

.Windows XP/7 . Server 2003 & 2008, AS400

. Microsoft Outlook . Anti-Virus, CRM Experience

. MS Office Suite . Network Monitoring Tools

. HP/ Dell Laptops & Desktops . TCP/IP, DNS, DHCP

. Imaging Software . Routers & Switches

. Internet, E-mail, Intranet . Network Drives

. Active Directory . Anti-Malware

. Group Policies . Network Printers

. IBM Lotus Notes Email . Firewalls, VPN

. Windows 10 . HR Systems-PeopleSoft, Kronos

. Taleo, etc.

. Microsoft Office 365 . Printers-Dell/HP/Lexmark

EDUCATION:

Associate in Science Degree (AS)- Enrolled (Currently Pursuing)

Computer Science Secure Software Development- Middlesex Community College

Bedford, MA

Technical Diploma/Certificate Program-

Computer and Network Technology- Porter and Chester Technical

Institute.

Canton, MA 02021.

781-***-****.

Bachelor’s Degree in Marketing - Anambra State University of Technology,

Enugu- Nigeria.

PROFESSIONAL EXPERIENCE:

Associate in Science Degree (AS)- Enrolled (Currently Pursuing)

Computer Science Secure Software Development- Middlesex Community College

Bedford, MA

EMPLOYER: SPENCER TECHNOLOGIES-MANAGED SERVICE PROVIDER

ADDRESS: 102 OTIS STREET, NORTHBOROUGH, MA 01532

PHONE#: 508-***-****

TITLE: IT HELPDESK REMOTE DESKTOP/NETWORK SPECIALIST

DEPT.: IT & TECHNICAL SERVICE OPERATIONS

HIRE DATE: SEPTEMBER 2016 –SEPTEMBER 2016

DUTIES:

. On a daily bases, with the acceptance of our retail clients terms and conditions

for accessing/modifying their network, I remote into client’s primary work

stations (Jedi servers) that will be running the software and completes software

installations-validation application (UTG Software) for store PinPad EMV

Credit/debit Card payment processing device.

. Setting/changes and put static IP’s down on single computer and opening

firewall ports where needed.

. Ping the IP addresses to ensure they are available.

. Completes and allows firewall rule changes.

. Modify the router within the site’s router and reserve IP addresses per vendor

specification and record the IP addresses that will be later used by the vendor

devices to be installed.

. TimeViewer or Logmein advanced remote desktop tools.

. Runs and pushes ‘Batchfiles’ and creates SS Certificate folders to client’s

computers.

. Provides software tune ups to client’s credit card payment Terminals to make

sure they are set up properly and restarts the service.

. Completes seven (7) or more installs a day.

. Documents and fills out deliveries check in sharepoint excel sheet to save the

. Creates calls (system issue ticket support) in ‘Squire’ database.

. Work on Project Works like installation of 3rd ( third) party applications.

. CRM experience (Squire, etc.)

. ROC technical support- making inbound and out bound calls to field service

technicians on schedule reminders, sending pending deliverables, checking in

and checking out from On-site.

EMPLOYER: FRESENIUS MEDICAL CARE, NORTH AMERICA

ADDRESS: 920 WINTER STREET, WALTHAM, MA 02451

PHONE#: 855-***-****

TITLE: IT HELPDESK SPECIALIST APPLICATION SUPPORT

DEPT.: IT HELPDESK

HIRE DATE: JULY 2015 – SEPTEMBER 2016

DUTIES:

. IT customer service, Hardware, Software and Application support to Fresenius

Medical Care employees, Fresenius clinic technicians, nurses, doctors, and

Vendors. Mobile device support (Android, iOS, Samsung, Windows mobile) etc.

Good customer service, supporting business applications of Siemens, Soarian

Financials and Ecube Clinicals application support in Fresenius Dialysis clinics.

. Supports traditional applications like IBM Lotus Notes Email, Microsoft Outlook

Office 365 Webmail, SAP Production System, Kronos, Taleo, Sharepoint, Oracle

PeopleSoft, Internet Explorer, Crownweb and non traditional Clinical

Applications. Mobile Devices Applications management and troubleshooting.

. Initiates, resolve and monitor software, hardware, printers, telephones and

voicemail, mobile devices incidents and service requests. ADP, etc.

. Experience providing application support to Fresenius employees on Kronos

Workforce Central, like walking users through user access and login issues,

configuration issues when not properly configured for new users, editing,

changing/adding extra overtime hours worked. Enhancement requests and

documentation of the incidents in remedy ticketing system.

. On the phone using Remedy ticketing system to log support requests, and

answering up to an average of 80 calls or more in a day, with typical call time

of 4-10 minutes per call duration. On- call experience.

Updating new or transferred employees not showing in manager’s kronos.

. Experience working with teams in different time zones.

. Documents solution and workarounds, escalate tickets, route tickets and

maintains the knowledge base. Basic Networking triage skills.

. Monitor service desk Email boxes, Unassigned tickets, Voice mail messages

and open tickets and provide support accordingly. Printers-Dell/HP/Lexmark

. Place support calls for printers and computers to vendors.

. Create and send email messages to End Users when a service(s) is unavailable

or to announce planned downtime. Retrieves calls from Helpdesk Voice Mail.

. Multi-tasking skills including the ability to toggle between multiple computer

Windows. Bomgar or other advanced remote desktop tools.

EMPLOYER: BJS WHOLESALE CLUB

ADDRESS: 25 RESEARCH DRIVE, WESTBORO, MA 01581

PHONE #: 774-***-****

TITLE: IT HELPDESK SUPPORT 1

DEPT.: IT HELPDSEK

HIRE DATE: OCTOBER 2014 – JUNE 2015

DUTIES:

. IT customer service and support to BJ’S member service and vendor systems,

including mainframes, servers, applications, phones, efax, desktop and laptop

computers, mobile devices, microsoft office suites, domain users, active

directory authentication network login management, remote support, intranet

site, software installs, SOS ticketing system. AS400, Kronos, ADP, etc.

. Reset passwords, provide technical solution, opened, resolved, closed and

escalated incidents in the SOS interaction site.

EMPLOYER: BNY MELLON

ADDRESS: 4400 COMPUTER DRIVE, WESTBORO, MA 01581

PHONE #: 508-***-****

TITLE: SHAREHOLDER SERVICES SPECIALIST II

DEPT.: DREYFUS CORRESPONDENCE - BNY MELLON ASSET SERVICING

HIRE DATE: MARCH 2014 - SEPTEMBER 2014.

DUTIES:

. Interacts, develops and delivers exceptional levels of customer service and

investment contents through correspondence.

. Responds and corresponds in writing in a professional and diplomatic manner

to written customer service inquiries and requests received with incomplete

information or documentation and complaints.

. Responds to customer inquiries, items received not in good order, and

complaints received via e-mail, incoming mail, fax and any other venue.

. Communicate with customers with a focus on the need for accurate, complete,

and specific information by paying attention to content, clarity, grammar, and

typographical errors.

. Ensures compliance with applicable federal regulations, association guideline

and consumer regulations.

. Protects the privacy of customers in maintaining customer confidentiality.

. Assists with developing and maintaining policies and procedures to ensure

compliance and to monitor risk.

EMPLOYER: CVS CAREMARK – RANDSTAD

ADDRESS: 2100 HIGHLAND CORPORATE DRIVE, CUMBERLAND, RI 02864

PHONE #: 781-***-****

TITLE: IT HELPDESK TIER 1

DEPT.: RETAIL PHARMACY- IT SERVICE CENTER

HIRE DATE: DECEMBER 2013 – JANUARY 2014

DUTIES:

. IT customer service and support to CVS Retail pharmacy systems, like

mainframes, servers, applications, phones, efax, desktop and laptop computers, mobile devices, microsoft office suites, domain users, active directory authentication network login management, remote support, intranet site – site

minder support, software installs, hpsm ticketing system.

. Reset passwords, provide technical solution, issue resolved closed HPSM ticket.

. VPN certificate and Verisign token –PKI support, sophos network and citrix login

. Wireless corp. devices – like Verizon, AT&T IPHONES, ANDROID, GOOD.

. Virus remediation issues support, run computer clean ups, delete caches, files.

. Opened, resolved, closed and escalated incidents in the HPSM interaction site.

EMPLOYER: ONPROCESS TECHNOLOGY- MANAGED SERVICE PROVIDER

ADDRESS: 200 HOMER AVENUE, ASHLAND, MA 01721

PHONE #: 508-***-****

TITLE: LOGISTICS SERVICE REPRESENTATIVE TIER 1

DEPT.: TELECOMMUNICATIONS/ CALL CENTER

HIRE DATE: SEPTEMBER 2013 – DECEMBER 2013.

DUTIES:

. Call center environment making inbound and outbound calls on behalf of well

known client’s while providing great customer service.

. Make outbound calls for OnProcesss Technology Higher end clients (some of the

world leading technology companies) like AT&T etc., who try to make sure

products are received, working as they should and retrieval of defective

inventory (reverse logistics).

. Work with several software systems and programs to update and manage

client’s information.

. Asset retrieval, making sure the customer returns the equipment back to the

company.

EMPLOYER: COX COMMUNICATIONS INC.

ADDRESS: 9 JAMES P MURPHY HIGHWAY,

WEST WARWICK, RI 02893.

TITLE: CUSTOMER CARE/TECHNICAL SUPPORT TIER 1 REPRESENTATIVE

DEPT.: INTERNET/BROADBAND/TELEPHONY SERVICE PROVIDER-

COX BUSINESS NATIONAL SERVICE CENTER (NSC)

HIRE DATE: AUGUST 2013 – OCTOBER 2013.

DUTIES:

. Provides a variety of customer service support duties to customers calls from all

Cox Business sites relating to technical issues on analog video, digital video,

DVRs, HD, Cox High Speed Internet and Cox Digital telephone -(voice,video,data)

products and resolving these issues by directing customers through a series of

troubleshooting.

. Responds to inquiries through the phone, mail, e-mail, and face to face contact.

. Promotes and sell company’s products and services.

. Provides operational management and support at call center locations to ensure

efficient and timely resolutions .

. Works with and escalates to appropriate department/Cox Business Service site

such as SCC, NOC, SOC, etc.

. Supports service issues for data services, CPE, DS3, DNS email, email, VPN, and

associated transport systems including sonnet as well as video, telephony, and

web hosting.

. Opens and updates trouble tickets within ICOMS and Remedy.

. Assists with other tasks as needed or assigned to improve the delivery of service

to customers.

. Able to sit, stand and wear a headset for long periods of time.

EMPLOYER: BED BATH AND BEYOND, INC.

ADDRESS: 1360 SOUTH WASHINGTON STREET,

NORTH ATTLEBORO, MA 02760.

PHONE #: 508-***-****

TITLE: SALES ASSOCIATE

DEPT.: RETAIL/DOMESTIC MERCHANDISE.

HIRE DATE: FEBRUARY 2013 - SEPTEMBER 2013.

DUTIES:

. Provides and demonstrates excellent customer service and sales to both

internal and external customers.

. Handles and rings the cash register, and cash settlement.

. Maintains awareness of all sales, promotions and applicable ringing procedures.

. Understands and adheres to brand standards.

. Displays general product knowledge of all categories.

. Maintains an awareness of loss prevention by fostering a culture of honesty

and connecting the link between customer service and shrink.

. Maintains house keeping standards of area, stand for extended periods of time.

Lift up to 50lbs. of loads, reaching overhead, bending, twisting and climbing

ladders. Move and unpack merchandise and fixtures.

EMPLOYER: CITIZENS BANK OF MASSACHUSETTS.

ADDRESS: 20 CABOT ROAD, MEDFORD, MA 02155.

PHONE #: 866-***-****.

TITLE: OPERATIONS ASSOCIATE

DEPT.: ELECTRONIC BANKING –CLAIMS/EXCEPTIONS.

HIRE DATE: SEPTEMBER 2002- MAY 2012.

DUTIES:

. Consistently provided quality customer service in a professional manner over

the phone to customers and colleagues of the bank.

. Handled daily pulling of rejected electronic E-forms ( workflow ) from the

exceptions staffware applications queue.

. Handled daily research, processing and data entry of fraudulent unauthorized

Charges disputed by customers in adherence to bank policies and procedures.

. Accurate research and processing of affidavits non-print issues and rejected

items, like deposited checks, deposited loan payments.

. Handled daily quality control (QC) of the (QTP) reports – these are postings of

monetary transactions, providing provisional credits and debits to and from

customers checking and savings accounts, in adherence to federal government

Regulation E rules.

. Participates in developing professional skills of new and less experienced staff

members through coaching and training.

. Opens, sorts, inter-office mails, direct mails and correspondences from

customers for further processing, and assists with miscellaneous duties as

assigned.

EMPLOYER: MASSBANK FOR SAVINGS – ACQUIRED BY EASTERN BANK

ADDRESS: 159 HAVEN STREET, READING, MA 01867.

PHONE #: 781-***-****.

TITLE: SPECIAL SERVICES CLERK.

DEPT.: BANKING OPERATIONS/CALL CENTER.

HIRE DATE: JANUARY 2001 - SEPTEMBER 2002.

DUTIES:

. Responded to customers and branch inquiries or requests over the phone.

. Handled stop payments on checks and transferred funds from one account to

another per customers request.

. Performed varieties of processing work related to electronic transactions- ACH

and ATM rejected items.

. Performed accounts status reviews to ensure accuracy and quality in customer

account information.

. Verified deposits and furnished requesting companies with customers account

information with customers consent.

. Responsible for on-time mailing of renewal notices of certificates of deposits

and retirement accounts due at maturity.

. Pulled and mailed customers W-2, 1099 forms, etc. during the tax months as

per customers requests.

Contact this candidate