Technical and Customer Service Support
Resume:
Raymond Franklin
***** ******* ******, ********, ** 60430
adiogg@r.postjobfree.com
Profile
I'm a motivated, reliable, and personable IT Professional offering experience with helpdesk support, application support, incident detection and management, and customer service. I have excellent technical troubleshooting, multi-tasking, and communication skills. I’m accustomed to handling sensitive, confidential records in a secure fashion, experienced with PCI and Hipaa privacy & data security compliance procedures. I’m experienced with supporting internal and external end users at all enterprise levels.
Skills Summary
●Proficient with Microsoft Office suite, proprietary software & Customer Relationship Management (CRM) Databases.
●Experienced with the following software applications: Active Directory, Microsoft Exchange, Microsoft Office, Remote Access/VPN, Remote Desktop Protocol, etc.
●Experienced with Epic, Online Booking Tool Platforms (Concur, Certify, GetThere), Travel Profile Portal Databases (AgentPort), Sabre Stars / Sabre Profiles, Compleat mid-office solutions (quality control, automation, auto-ticketing), Agent Scripts, Itinerary/Invoice Delivery, GDS integrated solutions (CETAS, ISOS), Client Data-feeds
●Experienced in Technical/End User Help Desk Support, via phone, chat, email, and in-person.
●Experienced in Technical Troubleshooting/ Problem Solving
●Understanding of QC processes and data integrity
●Excellent Oral and Written Communication and Client/Customer Support skills
●Experienced in Customer Complaint Processing & Resolution
Professional Experience
FCM TRAVEL SOLUTIONS USA – 6/17 – 12/19 – CHICAGO, IL
3RD LEVEL ONLINE SOLUTIONS SUPPORT ANALYST
●Provided internal 3rd level escalation technical support to all FC USA Corporate Brands for US/CA for online booking tools, specifically Concur, but also Certify and GetThere.
●Managed and took ownership of support requests via automated tracking system, provided day to day support of the above listed applications.
●Provided technical administration of profile database system and online booking tools.
●Scoped all incoming requests and assigns to the applicable team, if outside our department role.
●Was responsible for online booking tool system outage notifications business-wide.
●Provided outstanding and professional customer service experience.
●Served as a subject matter expert regarding Concur to provide superior consultative support.
●Helped develop and maintain system training and process documentation.
FCM TRAVEL SOLUTIONS USA – 7/15 – 6/17 – PALATINE, IL
APPLICATION SUPPORT ANALYST, LEVEL II
●Provided internal 2nd level technical support to FC USA Brands on existing technology platforms; including but not limited to our profile database, client portal, mobile app, online booking tools, mid office and agent scripting systems.
●Managed and took ownership of support requests via an automated tracking system, provided day to day support of the above listed applications.
●Provided technical administration of database system and online booking tools.
●Scoped all incoming requests and assigns to the applicable team, if outside our department role.
●Was responsible for system outage notifications business-wide.
●Provided outstanding and professional customer service experience.
●Served as a subject matter expert in our internal systems to provide superior consultative support.
●Helped develop and maintain system training and process documentation.
●Won company award in 2016 for best customer service survey average amongst our internal support teams
ALLSTATE INSURANCE – 8/13 – 7/15 – NORTHBROOK, IL
INCIDENT MANAGEMENT ANALYST
●Was responsible for Incident detection, Incident management, Incident facilitation, and communications to all leadership levels for all technical incidents of major applications on Allstate internal and external networks.
●Ran various diagnostic tools to determine validity of received application and network errors.
●Provided regular and timely communication updates to all levels of leadership.
●Opened, facilitated, and managed rapid response calls when potential outages are detected.
●Documented all dialog and corrective actions taken during a rapid response call.
●Was responsible for level 1 network support for Windows; including service recycles and deleting old unnecessary data.
PRESENCE HEALTH – 6/12 – 8/13 – ELK GROVE VILLAGE, IL
SENIOR IS SUPPORT SPECIALIST
●Hired and promoted from contract position at Presence Health, supported on-site expansion project of Epic electronic records management software, as well as level 1 helpdesk phone and email based support.
●Performed Epic Go Live projects every 3 - 5 months within large hospital environments (2,000 - 5,000+ users), serving as technical adviser, providing telephone, email, remote desktop, and as elbow onsite support for system users.
●Worked in Software Support Command Center during 2 week Epic Go Live project, providing end user onsite support, triaging onsite and ambulatory Epic problems, and working closely with Epic support to make sure issues are directed to the proper team for resolution.
●Recorded all help desk phone and email interactions using DK CRM ticketing system, monitoring call and email queues, ensuring accurate issue recording, prioritization, and timeliness of ticket and work order resolution and closing.
●Resolved issues with Presence proprietary applications and network access for doctors, nurses, hospital administration, and support staff.
●Created and Terminated network and multiple application account access for doctors, nurses, hospital administration, and support staff.
●Assisted doctors, nurses, hospital administration, and support staff with online and networked application navigation and usage.
●Identified and Escalated problems requiring urgent attention to appropriate service teams, monitored current escalations, and performed resolution follow-ups with customers.
●Developed and maintained help desk knowledge base, how to manuals, and training documentation.
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