April McAlister

ad3ft4@r.postjobfree.com / Mobil: 404-***-****

Objective

Customer-focused help desk specialist with 15+ years of active experience in providing quality service to customers in all assigned tasks while upholding regulations. Looking for a technical support position in a dynamic organization where my skills will be fully utilized.

Skills

Organizational Skills

Data Analysis

Project Management

Verbal and Written Communication Skills

Problem Solving

Orthotrac

Bomgar

SQL

Education

Advance Career Training

Atlanta, Georgia

Associate Degree – Business

DeVry Institute of Technology

Atlanta, GA

Computer Science

July 2007

February, 1996

Experience

Assetworks

Resolution Consultant, Atlanta, Georgia

As a tier one employee, my duties included assisting clients with password issues. I also activated and deactivated accounts, while also adding and deleting users from the system

Technical Support Specialist

Cloud 9 Software, Alpharetta, Georgia

Responsible for responding promptly and accurately to support requests from clients and team members. In addition, provided operational support through training clients on how to post payments, contracts and create letters. Assisted in correcting contracts and fixing adjustments and transfers; aided in correcting network errors and provided support on Bomgar Remote Access; offered analysis support using SQL Scripting.

Recorded entries, documented issues and provided resolutions through the CRM System. Escalated issues as needed to the supervisor. I also submitted proposed solutions to complicated issues in knowledge-base and internal/external documentation.

Maintained and increased product knowledge on applicable products and/or applications via training.

Other duties included: input training based on call escalations, resolved conversion issues and live-line calls, emails, faxes or other methods of contact as needed. Also collected data from customer sites following HIPAA guidelines where applicable.

Introduced new products, features, product usability and supportability to clients while attending trade shows.

September2021-September-2023

April 2021 – June 2021

Technical Support Specialist

Carestream Dental, Atlanta, Georgia

Responsible for responding promptly and accurately to support requests from clients and team members. In addition, provided operational support through training clients on how to post payments, contracts and create letters. Assisted in correcting contracts and fixing adjustments and transfers; aided in correcting network errors and provided support on Bomgar Remote Access; offered analysis support using SQL Scripting.

Recorded entries, documented issues and provided resolutions through the CRM System. Escalated issues as needed to the supervisor. I also submitted proposed solutions to complicated issues in knowledge-base and internal/external documentation.

Maintained and increased product knowledge on applicable products and/or applications via training.

Other duties included: input training based on call escalations, resolved conversion issues and live-line calls, emails, fax or other methods of contact as needed. Also collected data from customer sites following HIPAA guidelines where applicable.

Introduced new products, features, product usability and supportability to clients while attending trade shows.

July,1999 ~ December,2020

Project Manager

Hewlett Packard, Atlanta, Georgia

Managed company’s product logistics and deliveries.

1999 ~ 2001

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