Customer Service Support
Resume:
Grace A Konyeaso
Worcester, MA 01610-
508-***-**** –Home Phone
(508) 521- 5491- Cell Phone
*********@*****.***
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.
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