Service Representative Data Entry
Resume:
Christopher Rucker
Jacksonville, FL 32218
********@***.****.***
State of Ohio
Data Systems Coordinator 1
● First level service helpdesk support
● Act as liaison between BMV & state of Ohio Deputy Registrars
● Coordinates & monitors implementation, development, installation and/or maintenance of computer hardware and /or software systems multiple terminal networks in office institute or district.
● Provide information to programmers or system analysts for software development or problem solving and /or develops laptops, desktops, or tablets mainframe applications
● Provide technical assistance to system users and assist in developing procedures for optimum system utilization.
● Assist users using remote access (Bomgar) further any additional technical help or problem solving inquiries.
● Assign security passwords to users; operates peripheral computer equipment (printers, modems, switches, and drivers or backup files on central processing unit
● Use troubleshooting techniques to assist clerks over the phone with reset expired passwords, account unlocks if too many attempts of wrong security credentials entered, and reset email password thru OH/ID WorkForce User ID
● Use ITIL with vendor JIRA(GrantStreet Group) to monitor credit cards machine
● Train users in computer program and equipment use with operational & procedural inquiries
● Maintain computer log of calls frequent technical issues and users inquiries resolving general problems
● Contact vendors regarding repairs or replacement of parts with printers, PC, mouse and keyboard, web camera, or image camera, phones,internet, monitors and scanners.
● Use (ServiceNow) ticket log to Initiate & monitor trouble ongoing escalated issues
● Email communication for emergency alerts of users power outages, connectivity/internet outage or phone outage
● Prepare weekly summary of reported patterned inquiries
● Use Skype App communicate any updated information concerns with hardware/software or manual revision amongst the department (DATA SYSTEMS COORDINATOR 1)
● Data Entry
● Analytical Skills
State OF Ohio Department of Public Safety
12/11/2017 to 04/30/2018
Information Technologist 1
● Scheduling and Monitoring Systems using (Opcon or Jams)
● Follow technology manuals and documents; established methods and procedures.
● Provides support & service to inform system users.
● Perform routine analysis to resolve problems on computer or telecommunication networks.
● Provide support network running in stand-alone, client/server, web-based or networked environments.
● Responds by using established methods and procedures; performs routine analysis to resolve problems.
● Use active directory to assist users of updated security passwords or userID BMV & state of Ohio Sheriff's department.
● Provide installation and monitoring support to IT specialists.
● Installed unpacks, stages and/or racks hardware.
● Perform set-up and installation for hardware and/or software; network connectivity.
● Identify, learn and change application coding specifications.
● Installed telecommunications hardware and wiring.
● Monitors systems and notifies higher-level staff of any concerns.
● Promotes system and awareness by adhering to the Agency‘s and /or State’s IT security policy(s) and standards.
Time Warner Cable
02/2015 to 04/2016
IT Department
● Provide tier 3 technical support for Internet, Home Phone and Cable services.
● Provide a resolution to network problems and stability concerns via phone, modem and internet connectivity.
● Utilize all diagnostic and monitoring tools available to ensure uninterrupted service for all of our customers.
● Troubleshoot and technical analysis using monitors and remote access tools.
● Provide Interpersonal and telecommunication skills to designate the issue /problem to ensure efficient resolution.
● Analyzed HSD (high Speed Data) /voice network layout connectivity phone modem ensures the best signal being provided.
●Maintained PC skills and proficient in all Windows systems, Microsoft Office applications, diagnostic applications by monthly training tools.
Assist customers using diagnostic equipment for various electronic devices and peripherals. (modems, wirelessly routers, XBOX, Playstation, phone modem, laptops, cellphones, tablets and PC.
●Enhanced technical knowledge and ability to learn new technology and program applications through certified training courses.
● Resolve individual and multiple customers with inoperable service if dealt with phone, wirelessly router, TV/phone streaming, modem, email, wi-fi and internet.
●Created trouble tickets for mobile technicians to repair or replace equipment if diagnosis shown no signal or power
● Applied advanced product knowledge and problem-solving/troubleshooting skills, including decision making skills, in such areas as, but not limited to, basic customer care inquiries, matching customer interests to services available, placing orders and performing data entry in a billing and ticketing system.
● Monitor all referrals through closure and confirm resolution by contacting impacted HSD customers.
● Act as liaison to all vendor help desk personnel, division technical personnel, and other internal and external departments who require higher level of technical support or assistance.
●Provide tier III troubleshooting skills and data entry with accuracy and speed.
● Manage support the changes for existing customer accounts whether decrease or increase their data internet, or modem speed and storage within privacy of their residence.
● Maintained phone etiquette answering calls regarding specific issues on customer billing accounts.
● Work with government agencies in resolving escalated customer issues resolving fiber optics cables installed to enhance connectivity issues, more advanced routers/modems, and hard lined phone lines since wireless not working.
Dish Network
03/2013 to 06/2014
Customer Service Representative
● Performed at a high skill level of responsibilities assisting customers on a wide range of topics which included payments and billing, product features, and technical support.
● Maintained Professional attitude and phone service to deliver the best customer service experience the first time.
● Multitasked by listening to customers and documented important information on the account for efficiency, error –free resolving customer inquiries accurately and efficiently.
● Ensure the customer is 100% satisfied with products chosen to help benefit their lifestyle of entertainment.
●Provide the customer self-serve options were available online for personal control and use of their account.
● Troubleshooting a variety of technical issues that dealt with signal loss. Verizon Wireless
December 2006-February 2012
Senior Customer Service Specialist Representative
Performed a professional phone etiquette inbound calls at one of the Major Call Centers in Ohio (Test Center), maintained high volume regarding cellular service, broadband, home service, and other marketing technical products for Verizon Wireless National and International.
● Notify the Customer(s) Business customer(s) of cellular service and mobile device agreements committed by or no contracts, limited warranties, policies, and procedures.
● Provide support to general technical troubleshooting basic cell phone, smart phones, Bluetooth devices and Verizon Wireless products and services.
● Supported technical troubleshooting level two with mobile broadband cards, hotspots, routers, residential and Business services.
● Utilized software (MTAS) tool to determine lost calls, no connection, dropped calls, repeated calls but no connect, dead zone, and technical difficulties in local or nationwide area(s).
● (BSC) Business Service Center trained to assist with overflow calls, support billing, changing and activating new and customer owned equipment.
Gates McDonald Nationwide January 2006-September 2006 Technical Health Clerk
● Organized confidential medical records /filing alphabetically and claim numerical order.
● Made work areas clean and organized to represent a professional work environment.
● Delivered mail to different departments within the building medical documentations, legal papers, and confidential information efficiently.
● Operates postage machines (e.g., postage scale, meter machine) process (e.g., date stamp) outgoing mail/ documents & hand process mail too large for machines (e.g., prepares package covering & hand stamps) and maintains meter machines.
● Delivered mail and urgent documents that may need immediate attention or signature by a Doctor sent by
fax, scan, or email responses first priority.
● Daily logs, by department, on mail pieces metered for billing purposes
● Sorts mail by department
● Exercised independent judgment and knowledge within the department to make sure assignments are done
in allotted time available.
● Prepared information and resolved common problems as a team player within the department and outside as
well.
Alliance Data Systems September 2005-August 2006
Sales and Service Representative
● Assisted with national inbound calls dealing with all Limited Brands or affiliated credit card accounts.
● Analyzed customer(s) personal credit rating by gathering information and using the tools and resource to
determine outcome status.
● Educated the customer on non-approval or instant credit approval with limit amount; disclosed documents
verbally will be sent out 7-10 business days obtaining contract agreement, company policies and amendments according to the State customer(s) reside.
● Resolved inquiries regarding old and new clients credit account balances, monthly cycle and due dates; or
customer(s) discrepancies in result maintain a professional phone demeanor and resolve the issue. Casual Male XL November 2000-August 2004
Assistant Store Manager
● Assist in executing the visions/missions of Casual Male XL. Major duties include team performance, increase
sales, profitability and the recruitment, development, training, and retention of quality team members.
● Communicated amongst others department sale managers in developing a competitive solution if any stores
are falling in market for positive profits and customer growth.
● Prepared orientation, train, coach, and continued to develop manger skills by handling daily tasks and associates in retail clothing environment.
● Managed and controlled inventory levels and stock for the safety of company and employees.
● Maximized sales performance and track on a daily basis by reference to sales reports from previous year on
same day.
Contact this candidate