Manager Customer

Patti Conner

**** ***** ** #*, *******, CA ****1 • 510-***-**** • *********@*******.***

Professional Summary

Hardworking Customer Service Representative with 16 years of experience working with Data Security Services. Committed to maintaining professional relationships with clients to increase profitability and drive business results. Seeking Customer Service position in a technical or retail environment.

Skills

Remedy Project Management

IT Help Desk

Microsoft Project

CRM

Documentation Support

Project Management

Customer Service

Cash Handling

ATM Card Base

Work History

Customer Service Rep 1, 03/2017 to 03/2020

Fortinet Inc. – Sunnyvale, CA

Entered customer interaction details in FortiCare to track requests, document problems and record solutions offered

Answered customer telephone calls promptly to avoid on-hold wait times

Consulted with outside parties to resolve discrepancies and create effective solutions

Responded to customer requests for products, services and company information, 30 calls, 10 tickets and up to 7 chats a day

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns

Offered advice and assistance to customers, paying attention to special needs or wants

Provided primary customer support to internal and external customers in fast-paced environment

Project Coordinator/IT Help Desk, 07/2015 to 01/2017

McKesson – San Francisco, CA

Managed SLA Compliance on Remedy tickets and Change Records for Generics Financial support division. An average of 80 tickets open at all times. Used complex Excel spreadsheets for tracking and .oft email forms

Created Excel reports from Remedy searches for face to face business meetings

Managed Remedy tickets for accuracy of categorizations used for reporting to upper management

Opened Remedy tickets for Generics Financial group and another group associated with Generics. Trained team leads and offshore contractors on opening tickets in Remedy

Managed SQL database access requests for completion of necessary documentation and approval. In this effort I coordinated with systems partners to finalize designs and confirm requirements for a new online system

SOX Project - Auditors required our operations group to reduce the number and type of users allowed to have elevated permissions. I was a key component of this effort in assisting my manager with tracking requests to completion

Managed on boarding request for offshore 3rd party vendor group for Outlook email,VPN,Remedy

Monitored email from 5 different distribution lists for ticketing needs

Help Desk Analyst, 01/2011 to 07/2015

Chevron – San Ramon, CA

Email,phone support for Business, Real Estate division, IT Help Desk

Supported Web applications Conference Room Scheduling, SmartBadge, Accountable Mail, FedEx/DHL

Remedy Queue manager for internal IT Service Desk in support of 5 application groups to SLA agreements. Including working with other support groups to clarify/correct assignment of tickets

Knowledge base documentation on start-up, shut down,first level troubleshooting of processes to help desk staff

Help Desk Analyst, 07/2010 to 10/2010

Stanford University – Palo Alto, CA

Prioritize, delegate,trouble-shoot Oracle Financials issues via Remedy

Created FAQ documentation from multiple sources to post in Wiki

Defined and documented technical support best practices for Financial and Upper Education technologies.

Assisted customers with troubleshooting issues encountered while using software, providing actionable tips to resolve problems.

IT Helpdesk Associate - Level II, 01/2010 to 06/2010

Kaiser Permanente – Pleasanton, CA

Member support of Tier2 Help Desk of Kp.org website

Queue Manager Prioritize, delegate trouble-shoot,escalate Remedy tickets for management of SLA's

Call or email members with resolutions for issues registering, sign-on,use of Health Connect Online features Pharmacy Center, Appointments, Secure Email

Handled 50 calls per day to address customer inquiries and concerns

Contributed to team results in fast-paced Medical Technology environments.

Resolved Web interface problems, improved operations and provided exceptional client support.

Help Desk Analyst, 03/2008 to 09/2009

Wells Fargo – San Francisco, CA

Trainer of Administrative Personnel on web based application, used to issue badges for key less entry

Queue Manager Prioritizing,escalate,delegate trouble-shoot incoming mail, phone calls, Remedy tickets,supporting Smart Card technology

Coordinate processes procedures with 1st Level Help Desk supporting of Retail Banking, Administrative Departments vendors to meet required SLA's

QA on web based application for failure recovery, rollouts

Served as Subject Matter Expert on Smart Card and Cyber Sercurity

Help Desk Analyst, 01/2006 to 03/2008

Pay By Touch – San Francisco, CA

Queue Manager Prioritize, delegate,escalate,trouble-shoot incoming work orders for internal Level 2 Help Desk supporting financial transactions, biometric authentications made at Point of Sale

Provide daily issue review of all trouble tickets processed by outsourced Level 1 support team providing opportunities for improvement to management staff

Knowledge base coordinator - Create,update knowledge base topics,tables within CRM (Track-IT)

Provided customer support and technical support to 20 customers daily

Conducted in-depth product and issue resolution research to address customer concerns.

Assisted customers with troubleshooting issues encountered while using POS and Biometrics hardware or software, providing actionable tips to resolve problems.

Helpdesk Analyst, 09/2003 to 10/2006

Tickets.Com – San Francisco, CA

Queue Manager Prioritize, delegate, escalate, trouble-shoot incoming work orders for internal Level 2 Help Desk supporting Ticketing for Sports, Concerts

Password reset Unix servers

Supported Registers, printers, networks, specialty kiosks.

Application Security Monitored Oracle Systems Error Messaging for Web Based Ticketing Application.

Monitored multiple layers of server,database applications, external,internal network connectivity

Knowledge base coordinator on Access Control for San Francisco Giants.

Help Desk Analyst, 09/1996 to 04/2001

Vitalworks – Pleasanton, CA

External customer support for clients on Medical applications using AIX 3.4

Hardware troubleshooting for printers, modem and fax

ACH Clerk, 07/1981 to 05/1995

Vantage Datacenters – Santa Clara, CA

Knowledge base documentation coordinator

Automated Clearing House clerk, Item Control,

Accounting, General Ledger

ATM hardware maintenance

Maintain ATM Cardbase

Education

Bachelor of Arts: Music

San Jose State University - San Jose, CA

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