RENALYN WILLIAMSON

**** ****** ***., *********, ********** 94551

C : 510-***-**** adhp9o@r.postjobfree.com

PROFESSIONAL EXPERIENCE

SERVICE DESK / OPERATOR DIGITAL SOLUTIONS

STANFORD HEALTH CARE VALLEY CARE SEPT 2017 – AUG 2019

• 24 x 7 x 365 Line Operator Services – calls

• Internal Routing call

• External Routing call

• Code Notification Respond & Page & Report

• Monitors C*Cure Alarms for 9 locations

• Maintain Telephone Switch Equipment Supplies

• Voicemail Maintenance & Programming

• Verizon Phones Maintenance/Inventory

• Spectra Link Internal Printable Phone

• Install & Support of headsets

• Programming all phones

• Ordering telecom inventory

• VOIP Project Assessments

• Telepresence Support

• WebEx – Acano Support

• Continuous Support During Presentations

• Audio Visual Calendar

SERVICE DESK ANALYST

MAY 2013 – FEB 2017

ATOS I.T Inc – S&P Global

• Support IT Users on issues/requests regarding Desktop/Laptop, server and relevant IT applications and common Operating systems (Windows and MAC)

• Provide a single view to the organization for information technology related problems

• Receive Incident support requests via telephone, online chat, web forms, and/or email. Following standard methodology, diagnose resolve or escalate incidents and accurately document such activities.

• Act as a liaison between customers and technical escalation teams.

• Route tickets to appropriate resolving groups based on routing scripts in a timely manner.

• Track issues to resolution

• Coordinate issues raised with 3rd parties through to resolution

• Update open tickets following defined policy

• Provide first line response for users requiring assistance with information technology issues and problems.

• Troubleshoots basic wireless and LAN connectivity issues.

• Troubleshoots Blackberry and Apple Handheld devices

• Provide voicemail, Active Directory and Good PIN unlock and password reset assistance.

• Remotely resolves desktop related issues using Remote Access Tool such as Terminal Server or company approved remote tool.

• Remotely installs software from Distribution Point server.

• Works with third-party vendors on issue escalations and provides updates to users

TCP/IP

Active Directory

Citrix

Remedy

SharePoint

Smartphones

ITAM

MS Exchange

VPN/RSA Securid

Cisco VPN

Good Mobility

O365

CUSTOMER SERVICE REPRESENTATIVE

JAN 2011– MAY 2013

ALORICA

• Handle customer inquiries, complaints, billing questions and payment extension/service requests. Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions.

• Answered telephone inquiries on products, and services

• Resolved problems of clients

OUTBOUND SALES REPRESENTATIVE

OCT 2010 – JAN 2011

VIRTUAL ACCESS

• Prepared effective action plans and schedules.

• Perfected knowledge of product and sales strategy.

• Handled and resolved any complaints or concerns from customers.

• Worked with company staff to effectively close sales.

OUTBOUND SALES REPRESENTATIVE

AUG 2009 – AUG 2010

CALL MASTER BPO

• Demonstrate a good work ethic and contagious passion for your job.

• Managed to exceed client driven performance indicators.

• Handled other assigned duties.

• Managed outbound telephone sales calls and generated leads.

• Justified sales goals.

EDUCATION & CREDENTIALS

Institute of Arts and Sciences Marcos Highway Pasig City Associate Computer Science Technology

2007-2009

ON-THE-JOB TRAINING MARCH 2009 – JUNE 2009

LRTA – Light Rail Transit Authority

Management Information Systems Division

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