Service Representative Customer

●586-***-**** Elvera Shkreli

Objective:

To obtain a customer service position with a company that is looking for a team worker who is very detail oriented and possesses 15 years, experience in the computer industry. Experience includes excellent background in people skills and various computer systems, hardware, and software, as well as development and execution of databases to increase company efficiency.

Education:

March 2003: Associates Degree – Information Technology, ITT Technical Institute

Experience:

January 2016 – May 2022

Guardian Alarm, Southfield, MI Customer Service

●Mastered one area of responsibility from Alarm, Medical Monitoring and Video Monitoring (GISS) including Dispatch on medical, fire, and Burglar alarms for Customers

●Performed all procedures as required to resolve customer issues and/or concerns, Create tickets for customer.

●Resolved Alarm conditions promptly and accurately for the customers.

●Had the ability to Think, Talk and Type and multi-task while on the phone with customer by reviewing account information, procedures, and or special instructions.

●Logged all information and/or notate account with clear, concise and accurate comments or actions.

●Responded to customer requests to send information such as: alarm reports, instruction, booklets, duplicate invoices, Guardian Stickers, signature sheets, and Guardian marketing materials.

●Created job actions and set appointments for all alarm and medical customers. Took inbound and made outbound calls to customers while taking 70 plus calls.

●Diagnosed alarm system problems via telephone and created service ticket if needed.

●Handle overflow calls as needed and answered multiple phone lines.

July 2015- October 2015 – HP – GM Tech Line, Pontiac, MI Tech support

HP, Pontiac, MI – Contract Hewlett Packard Enterprises

●Resolved simple to moderate hardware and software technical issues from incoming customer calls and emails.

●Respond to service, product, technical, and customer-relation questions on module programming, calibration specifications, and repairs on current Gm products, [arts and accessories.

●Troubleshooter for client errors resulting in either a provision of a product to the client or a client side error clearing.

●Interacted with engineering, brand quality and product development staff to troubleshoot issues and enhance product support.

●Used standard protocol and documented processes to resolve issues.

●Worked independently to manage inbound call volume cases and necessary follow up.

●Provide offsite service to client and client systems

●Solved various business system and application problems. Resolved various error codes and procedures.

●Troubleshooter programming concerns related to GM and third party software updates.

Achieved excellence in company standards.

March 2012- October 2014

Aramark Uniform Services-Rockford, IL - Customer Service Representative

●Took each call with the objective of completing a one-call resolution.

●Built relationships with all MC support personnel at all MC locations.

●Coordinated and communicated resolution to customer requests with key personnel. Generate and distribute all customer service inquiries and resolutions to key personnel.

●Assisted in the enforcement of service programs to ensure 100% compliance. Track and help identify service trends.

●Documented and update all at risk accounts.

●Made follow up phone calls to all customer inquiries to ensure problem resolution and satisfaction.

●Followed "The Perfect Install" policy's following up with customers as required.

●Policed, communicated and helped maintain action plan responses for C.S.I. program.

●Maintained a positive and team-oriented demeanor, and assist in any other duties as assigned.

●Was the primary contact for regional and National account follow up.

June 2007- August 2010

Resource Technologies System-Belvedere, IL- Chrysler Account-Network Administrator

●Monitored network with Fluke Opt iView, configure switches, and terminal servers and Cisco wireless access points.

●Troubleshooting of Ethernet torque tools, Windows 2003 Active Directory Domain administrator for 900+ users.

●Configured and maintain GPO’s for Microsoft Windows domain Active Directory.

●Provided excellent customer computer support and service for 900+ users.

●Programed in Lotus Notes for database creation as well as level II & III support.

●LAN administrator for all OA applications, and addition and removal of users.

●Oversee the Technician Staff. Supervised the acquisition, installation and maintenance of the organization’s local area network hardware/software. Provide level II & III support, and training to the rest of the local IT team.

●Ensured technology documentation/certificates such as product registrations, SSL certificates, maintenance agreements, service contracts, etc. related to technology. Tracks software versions and maintains centralized software user log.

●Managed office security systems: security cameras, security video server, and logs.

●Maintained domain and email account policies; network rights and server stored documents.

●Performed general and routine maintenance of network servers; monitors updates and daily backups.

●Regularly checked virus updates and load distribution on servers and resources.

●Prepared, and maintained updates user instructional documentation.

●Developed and maintained updates and technical documentation such as system configurations, procedures, problem fixes, vendor support contracts/procedures and disaster recovery procedures.

●Provided systems analysis support throughout the organization in order to develop more efficient workflows and reporting mechanisms that leverage computer technologies.

●Oversee the repairs to workstations including computers, hardware, software, printers and peripheral equipment.

●Determines and maintains workstation and server upgrade schedule; identifies new and replacement items needed; receives items; installs, operates and configures computer hardware and software.

●Developed and maintained intranet web pages.

●Presented and implemented technology alternatives to streamline functions and improve productivity for standard practices.

●Provided software training as needed.

●Managed phone lines and cellular programs

●Developed annual technology goals and detailed plans for goal accomplishment.

●Respected confidentiality in discussing consumer/participant, staff, volunteer and organizational matters; also maintains confidentiality of organization, project, fiscal and personnel related information.

August 2010 – March 2012

Various Temp Call Center Positions, lasting 4 – 6 weeks’ long

Rockford, IL

July 2001- Feb. 2007

Ajilon Consulting-Auburn Hills-Chrysler Account-Help Desk Team Leader

●Provide hardware, software, printer and network support to 140,000+ users, 25,000 suppliers in a windows environment.

●Utilized HP Open view to troubleshoot printer and network communication problems.

●Handled over 100 calls per day while multitasking.

●Team lead on creating and designing a training, guide for new employee orientation.

●Perform quality assurance for web based applications and portals for the Dashboard Anywhere project.

●Created and updated departmental organization charts in Visio.

●Implemented and updated instruction manuals for mission critical applications.

●Provided technical training to the rest of the local IT staff.

References available upon request

Contact this candidate