Support Service Representative

Charlotte, NC 704-***-**** ********@*****.***

VASH’TI CARGILE

Career Summary

I have acquired valuable experience in all aspects of troubleshooting, installations, and maintenance for various desktop operations, hardware, and software applications

Enthusiastic customer service representative with nine years of such professional experience

I am a formally and self-taught artist that works independently and specializes in mediums such as drawing portraits, painting, and sculptures.

I have artistic talent, creativity, self-promotion, perseverance, the ability to handle rejection, time management skills, and budgeting skills with twenty years of such professional talent.

Technical support representative with six years of such professional experience

I possess a unique talent for translating highly complex technical information into terms and concepts that the end users can readily grasp.

I have over ten years of professional and personal experience with iOS and Windows operating systems with mobile devices, laptops, and desktops

I provide preventative maintenance, direct cause analysis, and resolution for technical incident in order to ensure user/company satisfaction

Skills & Abilities

Software

MS Office (Word, Lync, Excel, etc.) including Office 365, Blackboard, Citrix, Google Suite products (Gmail, Hangouts, Calendar, OneDrive, Sheets, Admin, etc.), Skype for Business, Lotus Notes, Bomgar, Cisco, Java, WebEx, VMware, BlackBerry UEM, SharePointe, Finesse, CONA, AS400, Wynn RentalMan, Remedy, OneNote, Sharepoint, WAN/LAN, Workday, HEAT, Dasher

OS

Windows 10, iOS, MacOS, MS-DOS, Unix, WatchOS, tvOS, Kronos, Linux, Android, CMS, WindowsNT, WindowsCE

Hardware

Xbox, iPhone (all generations), iMac, iPod, Tablets (Android, Apple, Google, etc.) RAM, CPU, Printers

Ticketing systems

ServiceNow, Remedy, EZ-Ticket

Professional Experience

Fax Reviewer

Lash Group- Fort Mill, SC

Contracted Position October 2019 to Currently Employed

Primarily responsible for ensuring data quality by reviewing program documents prior to delivering them to the provider’s office.

Establishes self as payer data expert when getting in contact with payers via phone.

Assists with coverage research and benefit verifications.

Conducts quality review of final product prior to sending to provider.

Provides feedback and coaching to associates on potential data errors.

Freelance Artist

Fluidic Manifestations- Fort Mill, SC August 2010 to Currently Employed

Work independently and specialize in creating specialized mediums such as drawing, painting, or sculptures.

Generating new ideas, creating artwork, conducting research, promoting my services, managing self-employment issues, and maintaining a portfolio.

Helping clients effectively convey ideas visually in a professional and timely manner.

Successfully translating subject matter into concrete designs ranging from commissioned portraits, paintings, tattoo stencils, business logos, and any other promotional material.

Maintain management skills coupled with customer service and promotional skills, for increased retention rate of clients.

Dasher

DoorDash – Charlotte Area

Independent Contractor February 2019 to Currently Employed

Reviewing orders via Dasher application before and after delivery to ensure that orders are complete, the charges are correct, and the customer is satisfied.

Deliver food and other items from local merchants to customers.

Loading, transporting, and delivering items to clients or businesses in a safe, timely manner.

IT Support Representative

Compucom – Fort Mill, SC April 2019 to June 2019

Contracted Position

Provides support to Realogy brokers and agents on a variety of application issues they may encounter during the sale closing process

Identifies, researches, and resolves technical problems

Responds to telephone calls, e-mail and personnel requests for technical support

Documents, tracks and monitors the problem to ensure a timely resolution

May involve use of problem management databases and help desk system

IT Support Trainer (Converted to) Project Manager

BAE Systems – Charlotte, NC October 2018 to November 2018

Contracted Position

Prepare long and short-range plans for application selection (Blackberry UEM), full life cycle development, systems development, systems maintenance, risk and change management, production activities and for necessary support resources

Be well organized, thrive in a sense-of-urgency environment, leverage best practices, and innovate through any problem with a can-do attitude

Responsible for creating and updating project scheduling and knowledge base for project trainers

Maintain awareness of full program goals and efforts to assure opportunities for shared resources and technical overlap are properly managed and utilized

Resolves technical problems in a call center/help desk environment. Uses expertise in customer service and technical knowledge gained from prior programming experience to resolve issues surrounding installation, usage, and training on software and/or hardware products as needed

Blackberry UEM deployment activation/troubleshooting

IT Support Analyst

Spectrum – Charlotte, NC

Contracted Position November 2017 to July 2018

Responsible for receiving customer support requests via phone and email from Charter employees and contractors worldwide by using advanced troubleshooting techniques to resolve or route issues pertaining to email problems or features, network connectivity, personal hardware, and application problems.

Handled a case load of approximately 80-100 cases per day.

Service Desk Analyst

Steritech - Charlotte, NC

Contracted Position June 2017 to October 2017

Provided first internal technical support for Rentokil and Steritech employees.

Maintain a 6-minute talk time and receive upwards of 50 calls a day.

End User software Installation and configuration.

Trace data flow across networks and between networks

Use remote access tools and troubleshooting.

Hands on experience with common hardware or mobile devices

Technical Support Representative

Apple - Remote

Contracted Position June 2016 to March 2017

Multitask across systems and applications, analyze, isolate and resolve a variety of complex technical issues, and comfortably navigate a technical environment.

Effortlessly engage, explaining step by step solutions with patience and an approach tailored to each individual Apple customer.

Help Desk Technician

State Farm Mutual Automobile Insurance Company - Rock Hill, SC

Contracted Position December 2015 to February 2016

Provide technical support to diagnose, analyze, research and resolve routine interactions for users

Interactions may include passwords, installations, setups, error messages, on-line transactions, system status and downtime procedures or basic application troubleshooting, etc.

Executes incident management, and facilitates interactions for other service management functions

Provides preventative maintenance, troubleshooting, direct cause analysis, and resolution for routine technical

incidents in order to ensure user satisfaction

Documents routine user escalations and routes to appropriate technical solution area or resource.

Technical Support

Microsoft - Remote

Seasonal Position July 2015 to October 2015

Receives transactions from Xbox users regarding technical support related needs.

Determines appropriate action to be taken on customer's behalf, which may include problem. determination and

appropriate next steps.

Tested software and hardware to evaluate ease of use and whether product will aid user in performing work.

Benefits Specialist

Aon Hewitt - Charlotte, NC

Contracted Position September 2014 to February 2015

Utilizes personal computer and Windows NT and Lotus Notes software (knowledge of tools i.e., calculator, data

entry, and navigating the Internet) to access customer accounts and product information for features and problem resolution.

Assists customers with a wide variety of benefit questions and plan features via information accessed through the computer. Reviews the employee's account and answers questions within the parameters of Aon Hewitt's policies and procedures.

Guest Services Desk Representative

Target- Rock Hill, SC

Full-Time Employee October 2010 to December 2013

Operated POS systems (a cash register for cash, check and credit card transactions with 100% accuracy.

Answered customer telephone calls promptly and in an appropriate manner.

Determined customer needs by asking relevant questions and listening actively to the responses.

Education

2010-2012

Dental Hygiene- Associates

York Technical College (Rock Hill, SC)

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