Customer Service Desktop Support
Resume:
Massey,Deborah Ann
Sr Rep-Tech Customer Svc
TN Home Working
Murfreesboro
Tennessee
United States
Work Experience
Employer: Verizon
Job Title: Coord-Tech Support II
Start Date: October 1, 2009
End Date:
Responsibilities and Key Accomplishments:
Escalated tech issues with voice, data, equipment, systems, online issues, equipment ordering, & complete resolution of issues - equipment or system.
Employer: Verizon Wireless
Job Title: Coord-Tech Support I
Start Date: March 12, 2007
End Date:
Responsibilities and Key Accomplishments:
Provide exceptional customer service and technical support for internal and external voice and data product customers. Troubleshoot hardware and software issues and identify network/applications issues. Provide detailed information on how to set up/configure data and voice products. Verify provisioning and diagnose device or Network issues. Trouble shoot for PC Operating systems, specifically Device Manager and TCP/IP configuration. Use various administrative department tools and on- line resources for customer resolution. Use trouble ticket system for tracking customer interactions and problem resolution. Evaluate customers concerns and resolve problems to customer satisfaction. Demonstrates and practices regularly the skills necessary to handle any CS and/or Technical Support call type that is routed through the center in this function. Follows up with customer to ensure first call resolution and achieve and deliver 100% customer satisfaction. Employer: Verizon Wireless
Job Title: Coord-Tech Support I
Start Date: March 12, 2007
End Date:
Responsibilities and Key Accomplishments:
Provide exceptional customer service and technical support for internal and external voice and data product customers. Troubleshoot hardware and software issues and identify network/applications issues. Provide detailed information on how to set up/configure data and voice products. Verify provisioning and diagnose device or Network issues. Trouble shoot for PC Operating systems, specifically Device Manager and TCP/IP configuration. Use various administrative department tools and on- line resources for customer resolution. Use trouble ticket system for tracking customer interactions and problem resolution. Evaluate customers concerns and resolve problems to customer satisfaction. Demonstrates and practices regularly the skills necessary to handle any CS and/or Technical Support call type that is routed through the center in this function. Follows up with customer to ensure first call resolution and achieve and deliver 100% customer satisfaction. Employer:
Job Title: Sr Rep-Customer Service
Page 2 of 3
Start Date: September 6, 2005
End Date: March 11, 2007
Responsibilities and Key Accomplishments:
Employer:
Job Title: Sr Rep-Customer Service
Start Date: September 6, 2005
End Date: March 11, 2007
Responsibilities and Key Accomplishments:
Education
Country: United States
Education Level: Bachelor of Science (BS)
Degree Status: Graduated
Date Acquired: January 2006
Major: Marketing
School: University of Phoenix
Country: United States
Education Level:
Degree Status: Graduated
Major: Accounting
School: University of Alabama
Licenses and Certifications
Date Issued: December 18, 2009
License/Certificate: MS Cert Desktop Support Techn Country: United States
State:
Renewal Required? No
Expiration Date:
Renewal Date: December 18, 2009
Description:
License/Certification Number:
Issuing Institute:
Date Issued: September 8, 2009
License/Certificate: Advanced Prof Cert
Country: United States
State:
Renewal Required? No
Expiration Date:
Renewal Date: September 8, 2009
Description:
License/Certification Number:
Page 3 of 3
Issuing Institute: CompTIA
Date Issued: September 8, 2009
License/Certificate: A+
Country: United States
State:
Renewal Required? No
Expiration Date:
Renewal Date: September 8, 2009
Description:
License/Certification Number:
Issuing Institute: Tech Skills
Languages
English
Mobility
Okay To Relocate? It depends
Details: Depends on where and how much money is involved.
Contact this candidate