Remote Only

Lula B. Chillers-Moreno

***** *. *******

CHICAGO, IL 60628

http://www.linkedin.com/in/lulachillersmoreno

Cell: 872-***-**** ad3k21@r.postjobfree.com

HELPDESK SUPPORT SPECIALIST

Proven Helpdesk Support Specialist experience delivering and coordinating support services at multiple levels. Customer focused, possessing broad experience in customer technical support, software implementation support, and operations / administration / maintenance and verification. Successful background providing support services initiatives and contributing to process improvement projects. Cultivates client relationships and strives to exceed customer expectations. Excellent administrative skills, and focuses on attention to detail, without losing site of the goal to deliver high quality products and services in a timely manner. Effective change agent improving processes to gain efficiencies and optimize current infrastructure.

AREA OF EXPERTISE

●Focused, detailed work and customer / client support is my specialty

●Unparalleled user / technician support in relationship with exceptional users and technicians working relationships

●Served as Primary 1st level support in Office rollout from WordPerfect and Notes rollout from cc Mail

●A+ Certified, PC Support Certified

●Certified Paralegal in Civil and Criminal Litigation

−Researched specifics for upgrade / change / verified visa information for Immigration1

●Approved for CM/ECF (Electronic Filing) in North District of Illinois – U.S. District Court

FUNCTIONAL SKILLS

●Service Oriented Delivery and Support

●Customer Service Optimization

●Client and Vendor Relationships

●Change Management

●Business and Technical Liaison

●Project Management

●Level l Support

●Organizational Readiness

EXPERIENCE

Alacrity Communication Systems June 2019 - 202x

Phone support for software, laptop and desktop issues for new install jobs after techs have finished the installs and are no longer onsite. Ascertain whether a problem can be fixed remotely, or if the client only needs a training session, or if an on-hands solution at the site is necessary.

Xerox Corporation for Verizon- Bolingbrook/Romeoville, IL July 2016 - 2019

lst level Support - inbound call center. lst level trouble-shooting. if necessary, escalations to Tier II customer care for further support.

Axelon Corp - NY. October, 2015

Assigned to Discover Financial. of Riverwoods, Il.

100% phone and call tracking software support for internal users and internal systems native to Discover. 50-90 incoming incalls per night for support issues along with the calls entered from the support desk tracking system.

ADDISON GROUP,

Assigned to Kellogg Company Oakbrkook, IL 2013 – 2014

PC Support Specialist – Consultant

Phone Support - 1st Level Support to all users, internal and external, for Office 2013 /2010 and Windows 7/8. Firm has large W8 phone user group and rapidly expanding HP Tablet group accompanied by W7/8 Desktop and Laptop users.

MAKE CORPORATION,

Assigned to Institutional Capitol of Chicago, IL 2012 – 2013

PC Support Specialist – Consultant

1st Level Support to all users, internal, for Office 2010/2007 and Windows 7/Vista/XP. Setup user workstations with all of firms Financial Software, along with handling peripherals support for desktop and network printers.

Performed complete firm inventory for desktop users, as well as inventory of server room equipment.

Updated all firm software installation policy and setup instructions.

ALBERTO CULVER, Melrose Park, IL (now a part of Unilever) 2000 - 2012

PC Support Specialist - Helpdesk

Provided Level 1 helpdesk support for MS desktop apps and Lotus Notes, Corel 2000 and WP 8 in the NT environment, for beginning Office 2000 users; W-XP, Office XP users, and for Office 2007 and Windows Vista users including virus detection and removal as well as network/online connectivity issues.

●Tracked all activities using Footprints Helpdesk Tracking system – with an auto reminder to ensure follow-up.

●Achieved 98.9% SLA confirmations in all disciplines ensuring good follow-up surveys.

●Provided PC admin support for Prism/AS400 users, approximately 200 clients.

●Part time Pro Bono immigration visa verification work due to recent U.S. visa change specifications.

AMERICAN EXPRESS-BTC/Tax & Business Services, Rolling Meadows, IL 1993 - 2000

Helpdesk Coordinator

Coordinated assignments for technicians, Netware and MS installs for 15 Techs with a 200 client base. Specked out equipment and placed orders for all outside clients (200+ client base).

●Avoided hardware and software mismatch to ensure on-time installations.

●Utilized HP and Toshiba manuals and qualified our firm as a government certified Minority Vendor to handle all levels of business clients including: small minority and educational clients.

●Maintained DKHelp Desk software database for PO's, budgets, helpdesk calls, work orders and equipment.

●Scheduled and maintained back-up support for all assigned technician.

●Initiated stand-alone install and maintenance of DKSystems Inventory and DKHelpdesk.

●Followed order initiation and installations from beginning to client completion for verification of client satisfaction. Satisfaction rate was so high clients recommended our team to other clients, thereby increasing our client base in the IT community.

●Managed charge-back of client equipment to cost centers for both client and technicians to assure client relationships remain at highest possible level. This ensured accurate client billing and an error free payout for technicians work.

●Maintained follow-up records for technicians and history for clients by means of IT Terminology and Support. This enabled technicians to concentrate on installations and support while receiving timely updates.

EDUCATION / PROFESSIONAL DEVELOPMENT

Presently taking Google CyberSecurity Certificate Course

●Microsoft Certified Product Specialist, Office – Microsoft Corporation

●PC Support Certified – Wave Technologies

●CompA+ Certified – Wave Technologies

●IT Terminology and Support - Harold Washington College (formerly Loop College), Chicago, IL, 1991

●Certified Paralegal - Roosevelt University, Chicago, IL

Litigation Focus, Corporate, Civil and Criminal – Generalist Course

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