Social Media Office
Resume:
Charles Barnes Jr.
***********@*****.***
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
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