Customer Service Support Specialist

Sandra Smith

281-***-**** ********@*****.***

SUMMARY

A Professional with extensive experience in technical analysis, customer service support, programming, database management, training, technical writing, helpdesk support, and documentation.

SKILLS

Windows 2010 and Microsoft Office Suite

Programming in SAP, HTML Coding, Oracle and AS 400 and other Business software

Helpdesk Support

Testing, Documentation, and Training Users and Clients

Hardware/Software configuration

EXPERIENCE

12/21-Present Baker Ripley

Tracking Specialist

Understands the Management Information System (MIS)

Conducts recruitment (outreach) of customers through use of the MIS

Verifies continuing eligibility and employment at the beginning of each month for customers receiving TANF/Food Stamps in the Workforce Information System of Texas (TWIST)

Date enters funding stream requirements.

May enter work applications in WorkInTexas.com.

Creates new customer (Program Detail) records in TWIST.

Discontinues or continues financial aid.

Discontinues financial aid (childcare, transportation, etc.) for customers who do not comply with funding requirements.

Reviews MIS reports to monitor needs for actions.

Performs other duties as assigned.

Fort Bend ISD

Computer Lab Instructional Aide

•Follow the lesson plans provided by the classroom teacher to provide an effective and appropriate educational program for assigned students.

•Maintain discipline and classroom control that fosters a safe and positive environment for all students and staff in accordance with school policy.

•Teaching students Office programs and learning applications

Maintain strict student and parent confidentiality.

•Provide feedback to the teacher. Include comments on the behavior of students, lessons completed and any possible changes in lesson plans.

Link Staffing

Training Specialist/Systems Support Specialist

Expert knowledge of Enterprise software.

Individual, group, classroom, and web-based training and facilitation.

Design, develop, and deliver training content customized to the learning requirements and knowledge depth of each session’s audience.

Coordinate activities associated with training, such as course material, scheduling, and class preparation.

Review software updates and determine best practices to disseminate to organization users.

Assess day-to-day needs within the training program and provide continual improvement recommendations to Manager of Systems Support.

Schlumberger

Training Champion/ Business Systems Analyst/Help Desk Support Specialist

Training Champion – Design, develop, and perform training customized for students and clients.

Help Desk Support Specialist – Answer phone calls/ Remedy tickets and email messages regarding technical issues and resolving problems for internal team members and external clients.

Organize activities associated with training sessions. Schedule classes, create training material and schedule WebEx and onsite classes.

Daily Operations and User Support for Business Systems applications: SAP, ComCAT, SeaCOLT, Changepoint and other internal applications

Coordinate day-to-day requirements for the training programs and provide software updates, improvement recommendations to Managers.

EDUCATION

Houston Community College – Associates

PMP – Project Management Certification

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