Charles Barnes Jr.

adapxa@r.postjobfree.com

919-***-****

Customer Service Professional

EDUCATION

Creative Writing, Bachelors in Fine Arts August 2015

Full Sail University Winter Park, FL

SKILLS

Phone Skills

Microsoft Office

Microsoft Windows (95-Windsows 10)

A + Certified

Account Building (AD, GSO, ESSO, Mainframe)

SEO

Mac OS X (10.6-10.13)

Apple Hardware Certified

Machine Imaging

Call Center Infrastructure in a Government Environment

Technical Troubleshooting/User Access

EXPERIENCE

IT Support Specialist for SSA March 2016 – Present

Koniag Technology Solutions Durham, NC

•Performed technical support for The Social Security Administration, nationwide under the DNNSO division of the SSA Network

•Created tickets per call/case through CAPRS Ticketing software

•Performed password reset, McAfee FDE/Admin Recovery, re-imaging, and/or Active Directory procedures to over 20 users each shift.

•Was given the role of Central Specialist (CS) whose role included:

oAssisting SSA SLCs and ASCs with reimaging new/replacement machines

oSetting up Government-to-Government account for federal entities across the nation

oProviding backup support to PI team

oProvide call center support to regular CSR agents

oBecame the SME for the CS team for the Durham office

oDrafted and implemented a GSO SOP for current and future CS agents on our SharePoint sites

oTrained new CS Agents for their roles in and outside of GSO

•Passed HSPD-12 suitability clearance to provide support for the US Government and handle confidential and private information

•Was promoted to Project Implementation team:

oAssigned to Server Migration Project to help facilitate the data migration for the Social Security Association Servers across the United States

oHelped team in brainstorming strategies for project ease

oRan designated scripts to perform necessary prepping and migration procedures

oUpdated and migration and prepping calendars for our SharePoint site

oCoordinated with individual sites for prep and migration purposes and worked together to resolve issues with necessary troubleshooting procedures.

oAnswered calls designated for our call queue

Associate March 2014 – December 2015

TMS Solutions, LLC Charlotte, NC

•Built and managed new website for business increasing site traffic

•Coordinated and managed several Social Media outlets

•Managed and maintained office and personal office area

•Provided clerical support to Business Owner

•Performed Human Resources responsibilities such as screening/interviewing applicants, hiring potential employees, and provided guidance through hiring process

•Gained contract with Apple, Inc. to facilitate Sales and Technical Support

•Provided Sales and Technical Support for Apple, Inc. to 30+ customers per day

Call Center Agent October 2012 – February 2014

Xerox Raleigh, NC

•Provided Apple Care Support as a Mac Certified Apple Care Representative

•Maintained a CSAT of at least 97%

•Provided Customer Support for Humana RightSource, refilling medication and handling payments and billing

•Provided customers with information about Healthcare plans

•Scheduled doctor appointments for customers

Contact this candidate