Call Center Desktop Support
Resume:
Fabiola CENORD – Resume
Fabiola CENORD
Brooklyn, NY, 11212 Phone: +1-929-***-**** ad16nz@r.postjobfree.com EXPERIENCE
CSRIII CALL CENTER, BILINGUAL 2023
Maximus: Responsible for answering all callers general inquires to related to Medicaid, CHPlus, and the Marketplace.
Answer incoming calls from consumers including the general public, prospectives enrollees, assisting enrollees or acting on their behalf in accordance with all performance standards, policy and protocols,
Escalate calls or issues to the appropriates designated staff for resolution as needed.
Create defect and incident as needed.
Facilitate translation services for non-English speaking callers according to procedures.
Transfer/refer consumers to appropriate entities according to the established guidelines.
Track and documents all inquiries using the applicable systems.
Attend meeting and training as requested and maintains up-to-date knowledge of all programs and systems.
Responds to all inquiries consistent with confidentiality and privacy policies and refers callers to alternate sources when appropriate.
Performs other duties as assigned by management.
TECHNICIAN, DESKTOP SUPPORT 2021-2022
IHDI Institute Haitian Formation Integral, Haiti
Sets-up and provides maintenance to PCs, MAC Computers and related hardware/software
Assists with backup tape rotation
Assist End User Design & Engineering in testing and keeping production images up to date
Project Supervisor: "Food Insecurity” 2020-2021
Humanity & Inclusion / Solidarités International, Haiti
Work as a mentor and point of contact to other team members
Provide project oversight on business unit initiatives
Coordinates and provides hands-on support in conjunction with other IT support teams from infrastructure and applications
Researches and analyzes IT requests from various departments and locations. researches and tests various potential solutions and makes recommendations
Respectful Value teamwork, share successes, appreciates others and communicates in a way that promotes trust
Manage, establish, administer, create a database for the data collected by the field team
Insightful: Make timely well-considered decisions, create innovative solutions and continuously learn
Create Project Narrative and Financial Reports
Uses logic and reasoning to identify and resolve issues that may impede delivery of quality service
DESKTOP SUPPORT TECHNICIAN / WEBMASTER. 2015 -2015 Special Olympics, Haiti, Los Angeles
Image, configure, and install software on various devices including PCs, Laptops, Phones and others devices electronics.
Provide basic escalated support and troubleshooting for software and hardware issues
Execute break fix activities to repair broken devices, primarily PCs and laptops. This includes contacting vendors for onsite and offsite repairs as necessary
Provide basic support for various projects as necessary
Provide IT technical support to the team during the World Games.
IT OPERATIONS MANAGER / Webmaster 2018-2020
Paralympics, Haïti, Peru (Lima), Japan (Tokyo)
Supports and maintains user account information including rights, security and systems groups Page 2 of 2
Fabiola CENORD – Resume
Supervision of the entire production or IT operation.
Accurately and thoroughly record information into ticket tracking software
Coordination and animation of the operating staff
Monitoring system reliability, data security; where applicable, definition of back-up plans.
Maintenance of websites.
Application of emergency and backup plans
Enhances relationship…
Maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals including mobile devices (iPad, Tablet Android, etc.);
Coordinate the mission/ the Staff, during the Pan-American Games, World Games.
Administer, manage the materials, IT equipment during the World Games;
Manage computer databases;
Coordination of the implementation of computer processing under the best conditions of quality, deadlines and costs.
IT PROJECT MANAGEMENT 2013-2015
DISABILITY RIGHT FUNDS / Organization of American States, Haiti
Manage computer database
Provide IT Technical support
Install software on various devices including PCs
Training on the different types of computer systems, internal components and peripherals And How to Identify common problems and implement simple solutions for hardware, software and networks;
PNUD (United Nations Development Program) / OCHA (United Nations Office for the Coordination of Humanitarian Affairs), Haiti Human Rights Project Assistant: Marginalized Groups in Haiti;
EDUCATION
- ESIH : l’École Supérieure d’Infotronique d’Haïti « ESIH ».
- Bachelor's Degree (Licensed) in Computer Science .
- Certificate in Linux-Unix Networking
- Certificate in Human Rights Based Management and Leadership
- Kingsborough Community College : English as a Second Language. SKILLS
• Thorough knowledge of MSOffice Suite (Word, Excel, PowerPoint, Access, SharePoint)
• Ability to handle multiple tasks in a fast-paced environment while meeting expectations
• Ability to work independently and in a team environment
• Ability to administer and manage a network.
• Basic knowledge in Java,
• Be skilled in using computer techniques, tools and equipment
• effectively;
• General knowledge of operating systems (Windows, Mac OS);
• Speaks French and Creole
• Knowledge of networks and the Internet.
• Basic knowledge of English
REFERENCE: Junia Cator : 347-***-****
Jeremie Pierre: 347-***-****
Kenley Moise : 845-***-****
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