Valley High Support Specialist

Scott Adams

*.*****@******************.***

Profile

I have over 15 years of experience in customer service and sales, including 6 years of Help Desk Support, Levels 1 and 2. I have excellent phone and interpersonal skills. I am a problem solver, and I am motivated and driven to achieve customer satisfaction. I have strong computer skills that include MS Office Suite i.e. Word, Excel.

Core Competencies

MS Office Suite including Word, Excel

Customer service skills (phone, e-mail and face-to-face)

Data reporting

Data Entry

Professional Experience

SoundWay Consulting, Inc. April 2016 -Present

User Support Specialist II / MISO Help Desk

Assist customers by phone or by tickets created in the Service Center. Escalate if needed to the developers for further assistance.

Applications that I support on the MISO Helpdesk:

EHRP/CapHR

IRIS

EPATS

Sharepoint

Sunflower/PMIS

SRTS

People Processing

PBMS

NCAMS

CDC Neighborhood

ILA

VSTS

MACCS

PMAS

TASNET

ICE

SAMS

Landmark Athens Dodge/Chrysler/Jeep/Ram January 2016 – April 2016

Service Advisor / Customer Service

Responsible for assisting customers with their car service needs, problems and issues.

Created ticket/R.O. and followed through to resolution.

Kept in constant contact with customer on follow-up of vehicle via e-mail or phone.

Confirmed that vehicle service is completed for customer pick-up.

Closed ticket upon completion (eRoute).

Met with customer to complete and close out service visit.

Followed up with customer to maintain future service.

Created and maintained customer records (DealerBuild) in database.

Northrop Grumman – Atlanta, GA May 2015 – December 2015

User Support Specialist II and III

Assist users by tickets generated in JIRA. Resolve and notify user of resolved issue.

Document and close the tickets.

Run SQL scripts.

Reset servers as needed.

Booz Allen Hamilton– Atlanta, GA July 2013 – May 2015

User Support Specialist II / MISO Help Desk

Assisted customers by phone or by tickets created in the Service Center. Escalate if needed to the developers for further assistance.

Applications that I supported on the MISO Helpdesk:

EHRP/CapHR

IRIS

EPATS

Sharepoint

Sunflower/PMIS

SRTS

People Processing

PBMS

NCAMS

CDC Neighborhood

ILA

VSTS

MACCS

PMAS

TASNET

Mall of Georgia Dodge/Chrysler/Jeep May 2012 – June 2013

Service Advisor / Customer Service

Responsible for assisting customers with their car service needs, problems and issues.

Created ticket/R.O. and followed through to resolution.

Kept constant contact with customer on follow-up of vehicle via e-mail or phone,

Confirmed that vehicle service is completed for customer pick-up.

Closed ticket upon completion (eRoute).

Met with customer to complete and close out service visit.

Followed up with customer to maintain future service.

Created and maintained customer records (DealerBuild) in database.

Ryder Inc. – Alpharetta, GA January 2012 – May 2012

User support specialist/Online Service Advisor – Help Desk

Provided support to customers by phone or emails to set up service work being done on units being serviced at the Ryder locations.

Took detailed information from drivers on issues they were having and created a work order in the MMC application.

Followed up with the PC Fleet Managers with follow up on upcoming service work needed on the units in their fleet.

Northrop Grumman – Atlanta, GA December 2009 – 2011

User Support Specialist II / MISO Help Desk

Assisted customers by phone or by tickets created in the Service Center. Escalated if needed to the developers for further assistance.

Primary for 6 applications MISO Helpdesk supports:

Auto Decal

EPATS

Sharepoint

Sunflower/PMIS

SRTS

People Processing

Backup for 6 applications MISO Helpdesk Supports:

CDC Neighborhood

ILA

VSTS

MACCS

PMAS

TASNET

June 2009 – December 2009

User Support Specialist II / VTrckS / VacMan Help Desk

Assisted customers either by phone, fax or email with issues they had concerning the VPOP pilot program.

Answered phones and took detailed information of the issues that the customer is having. Entered information in C-support as a new ticket.

Opened new tickets with new issues and submitted to VTrckS or SAMS team.

Entered the issues in C-support.

Followed up with the ticket created on the issues that were sent for technical assistance.

After issue was resolved, called customer to make sure before closing ticket.

Followed up with customers with open tickets.

Created and ran reports in C-support to assist in the editing of the customer’s history.

In C-support, made a knowledge entry for important issues so that the next group would have a database of the many issues we had come across in the past few months.

Helped to assist the customer during the SAMS registration process with any questions or problems on the registration and notary forms.

Looked up status of customer/candidate in SAMS.

Sent invites to customers in SAMS.

In VTrckS, opened the test order screen to help find the issues that the customer was having.

Same duties and skills above used for the VacMan Help Desk overflow.

Education

Oley Valley High School, Oley, PA - graduated 1987

American Motorcycle Institute, Daytona Beach, Florida - graduated on April 9, 1998 – specializing in Harley-Davidson motorcycle repair.

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