Call Center Customer Service

Erin Thomas

586-***-**** / **************@*****.***

SUMMARY OF QUALIFICATIONS:

* ***** ** ********** ******* in IT Support/Customer Service/Call Center environments

Comfortable working in a fast-paced call center environment taking up to 300 calls per day

Type 64 WPM

Daily use of Microsoft programs- Word, Excel, Outlook

Consistently met metric/productivity requirements

Excellent written & verbal communication skills; positive attitude, assertive, motivated, problem solver

WORK EXPERIENCE:

01/2020 – PRESENT

IT ANALYST II, BURNS & WILCOX H. W. KAUFMAN GROUP

•Provide first level business and productivity application support to 2000+ end users

•Provide guidance and training on the use of Burns Wilcox applications

•Document processes and procedures and escalate when needed

•Research support requests using available information resources (KB articles, ticketing history etc.) available

•Install, modify, and repair computer hardware and software.

•Troubleshooting computer software issues (Word, Excel, Outlook) and account management issues with Active Directory

•Use of remote application tools (e.g., Log Me In, Director)

04/2019 – 01/2020

IT HELP DESK ASSOCIATE, TEKSYSTEMS CONTRACT FOR HENRY FORD HEALTH SYSTEM

•First point of contact for end users via phone and email

•Experience with Windows 7/10, Bomgar and a Microsoft Remote Access Tool, Active

Directory, EPIC, Citrix, Variant Workforce Management, ServiceNow ticketing systems

•Utilized call escalation procedures for unresolved problems

•Adheres to all HIPPA laws and regulations

•Respond to email messages for customers seeking help

•Install, modify, and repair computer hardware and software.

•Provided strong verbal and written communication

•Show urgency with all end users

•Comply with metrics and quality assurance measures

04/2014 – 12/2018

IT HELP DESK ANALYTS, CARETECH SOLOUTIONS LLC.

•Identify and address problems in response to customer complaints and requests

•Provided front-end technical support for Cerner and Epic EMR systems

•Interacted with service providers regarding problems and outages

•Handled IT support request for multiple hospitals (Beaumont, NYCHHC, Johns Hopkins)

•Provided first-level contact for all users with hardware, software and application problems

•Wrote documentation (e.g., Help Desk) when required

•Resolved end-user issues promptly

•Troubleshoot various desktop applications such as Windows and Microsoft Excel, Word, Outlook, PowerPoint, Adobe, and Skype

EDUCATION: High School Equivalency / GED received in 2015

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