Customer Care Specialist
Resume:
William R. Sisson
Northglenn, CO. 80233
Phone:303-***-****
E-Mail:********@*****.***
Experienced service professional with diverse skills and experience working with external and internal clients, looking to shift careers.. With expertise in IT Help Desk, Video Conferencing, Telecommunications, Technical Support, and security I will be a valued member of any organization.
Highlights
● Experienced Security Officer and IT professional
● Patient and Diligent
● Excellent Internal/External Customer Service
● Youth Development/Mentorship via Student Ministries
● Youth Basketball/Soccer Coaching - Youth Sports Programs
Professional Experience.
Hospital Shared Services (HSS)
Security Supervisor May2022 – Present
● Manages and provides leadership to security officers at hospital locations.
● Writes and reviews reports regarding on-site situations and assesses for potential impact.
● Interacts with various departments and leaders to analyze and implement best practice security procedures effectively.
● Provides visible deterrence to crime and prohibited/suspicious activities in public and non-public areas.
● Responds quickly and effectively to emergency and non-emergency situations.
Lumen Technologies
March 2021 – December 2021
Customer Care Specialist I
● Provided general support to internal and external Lumen customers by providing technical support and navigation assistance to Lumen customers via chat feature.
● Collaborate with Order Entry, Customer Care Managers, and Account team to provide the best customer experience.
● Identify the root cause of issues and solve complex problems by using systems and resources.
(HSS) Security Officer (Taser)
November 2020 - Present
● Assists the Security Supervisor with protecting the facility.
● Escorts patients and client personnel when needed.
● Accurately writing reports outlining incidents occurring at the facility.
BT Americas, INC. ~ British Telecom
March 2015 – June 2020
RESPONSIBILITIES:
Monitor, fine-tune, and troubleshoot video conferences. Assisting the customer from beginning to end to ensure the conference meets their expectations and providing stellar customer service throughout the call. Operations
● Manages the end-to-end process of multimedia conferences from conference reservation to first-level technical support and the facilitation & execution of all customer conferencing requests.
● Works well within the Conference Services Team providing excellent customer service, communication, and organizational skills to internal and external customers.
● Provides first-level support to customers for video, audio, web conferencing as well as other digital media such as streaming.
● Works directly with customers to coordinate the logistics, scheduling, and management of these conferencing events from the conference reservation line.
Video Service Desk
● Responsibility for logging & escalating technical issues as required, these include investigation of failed certification, engagement with signaling faults, and REM first-line support.
● Maintain Network ISDN Gateways, VCS, and other related Video Networking Circuits.
● Advanced knowledge of Video Outlook Scheduler, Time Mgmt. Systems TMS, and Web-Ex XE Programs.
● Manage workload and progress new work without the need for supervision or prompting.
● Maintain customer relationships and keep customers focused at all times.
● Participate in virtual teams across the business working toward a common objective encouraging a strong customer focus, delivery of results, a team ethos, and a positive approach.
City and County of Denver
Oct. 2006 – June 2011
Administrative Support Assistant IV
● Processed A/R, and posted payments using PeopleSoft, Access, and Excel. Received A/P receipts and sent payments to the appropriate party.
● Performed physical inventory of laptops, desktops, and printers. Managed inventory and maintenance on vehicle service maintenance.
● Provided excellent customer service to walk-in and phone customers with community planning and building/neighborhood department issues.
Maintained all telecommunications equipment in the department and acted as liaison between the department and all service companies.
IBM Global Services
June 2000 – June 2006
Help Desk Specialist
● Troubleshoot and diagnose hardware, software, and connectivity issues for end users. Reported all hardware, software, network, copier, and telephone problems.
● Followed up with end users to ensure problems are resolved successfully and satisfactorily.
● Gathered relevant information, provided initial problem identification, and proposed solutions. Track the status of all ongoing issues and escalate to management as appropriate.
● They provided technical support on web-based servers and applications.
Volunteer Experience:
Black Men Run, Denver Chapter
September 2022 -Present
● Captain of the local Black Men Run Denver chapter responsible for creating a supportive environment to encourage and inspire minority men of all ages to run, walk, bike, hike, and jog for better health. Heritage Christian Center November 2003 - September 2010 Youth Ministry/Youth Pastor/Youth Director/Mentor
● Lead the Greeters Team welcoming members, and newcomers and developing relationships with parents.
● Responsible for checking in members, verifying new members, and adding newcomers to the Church Security System.
● Responsible for checking in with all current Youth Members and fellowshipping with the young people.
● Lead Youth Ministry Security Team while working in conjunction with the Head of the Church Security Detail Team
● Youth Mentor for the Youth Ministry program events; including professional sports games, stage plays, and other extracurricular activities.
● Led several Youth Retreats to Steamboat Springs, Estes Park, CO. Redding, CA., and Seattle, WA. Youth Retreat Festivals.
Power Invasion Ministries July 2008 - Nov. 2012
Youth Basketball Outreach Ministry Hoopin’ 4 Jesus
Provided a safe place with less-fortunate Middle/school students to come fellowship with their peers, listen to motivational speeches, and receive a Devotional from the Word of God. Led Praying before all active events, games, and services were carried out.
● Oversaw(7)YouthStudent3on3BasketballTournamentsfor12-teams, provided refreshments, food, Live DJ, and MCs calling each play-by-play.
● Produced live video interviews with players, students, friends, and parents feedback on their experience of the Youth Ministry Program Initiative.
● Directed outreach clean-up events such as neighborhood backyard cleanups, and garage cleanups, worked with the City/County of Denver on trash cleanup near the Platte River District of the City of Denver.
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