Claudia A. Isaksen

* ******** ******, ********, ** 07737

advtvb@r.postjobfree.com

Cell: 732-***-**** Home: 732-***-****

March 10, 2023

Dear Hiring Manager,

I am excited for the opportunity to apply for the Call Center Agent position. I have enjoyed in the past my position as a Customer Service Software Support Specialist using logic and problem-solving skills to aid and support end-users in their everyday activities and helping them resolve any IT issues they may encounter with their software, hardware, or network. I very much enjoy building a relationship with each client and end-user. During my previous employment over the past twenty years, I specialized in helping end users resolve a wide variety of technical issues ranging from software applications, to hardware, and network issues and working with other department teams in resolving their problems. Thank you for taking the time to consider my resume and cover letter. I am looking forward to finding out more about the Call Center Agent position. Providing support to end-users and resolving their issues has always been my priority, and my goal is to provide the best support available while becoming a valuable team asset. I look forward to the opportunity to discuss more about my experiences and skill set and if I would be a good match as your new Call Center Agent. Sincerely,

Claudia Isaksen

Claudia Isaksen

2 Bellevue Avenue

Leonardo, NJ 07737

Home: 732-***-**** Cell: 732-***-****

SUMMARY

To obtain a position as a Call Center Agent, Application Support, Help Desk Support, IT Support position utilizing my previous experience and education.

A responsible, dependable individual with more than 20 years of professional experience in training, customer service and management, IT support including software, database, and system support performed remotely via phone and internet as well as in-person with customers end-users. Accustomed to handling software support for 60+ customer accounts, with 5 to 50+ employees each, as well as accustomed to handling IT support, manage IT projects, and support various engineering departments. Able to manage time productively, manage multiple projects simultaneously and perform well under pressure. Additionally have background in data entry and alphabetical/numerical keypunch machine data entry. Creative and versatile with strong interpersonal skills. Able to maintain a high level of productivity and accuracy in fast-paced environments with the ability to establish strong and productive relationships.

EXPERIENCE

March 2019 – June 2022 Self Employed Software and IT Support Consultant – Leonardo, NJ Dec. 2015 – June 2019 (Formerly Partner of ioProtech, LLC) Self Employed Software Consultant, Software, and IT Support

• Single Point of Contact (SPOC) for all IT related support (infrastructure, third party applications, business applications, hardware, and network issues), and customer inquiries. Maintained stable environment to allow departments to perform their daily tasks for all customer accounts. Also, perform daily office. activities, quotes to customers, A/P, A/R and general ledger. Duties include: o Provide end-to-end tracking of support tickets and escalating tickets to o appropriate groups to restore normal service operations as quickly as possible. o Create new user account logins and permissions on all major platforms. o Perform First Call resolution as first and second level support. Calls resolved at the Service Desk within the first call, without requiring a callback to the End-User.

o Provided desk side support with resolutions, including confirmation from the customer that the resolution had been achieved.

o Created knowledge base articles and published tips and techniques for commonly seen incidents/questions for the business applications. o Advised customers on use of commonly used business applications, third party software, hardware and networking and database issues. o Review & maintain customer system log files.

o Strong Communication skills in directing customers and staff in support, training, and ticket/issue escalation.

o Experienced in remote and in person troubleshooting and isolation of issues to determine correction of software, hardware or networking resolutions as needed. Demonstrating strong problem solving and logical

abilities to rectify an assortment of issues.

• Software Support of Supply Chain Business software covering everything from inventory, inventory replenishment, order and billing processes, truck routing to General Ledger.

• Remote installation of customer approved software and third-party software.

• Provided system testing of customer applications. This includes testing of maintenance releases, full releases, and customized releases for customer use.

• Testing completed across multiple operating system releases including SCO- UNIX, AIX, LINUX, and CENTOS.

• Monitor system FTP and EDI functions and reporting.

• Provide onsite and remote training to customer staff and company’s internal new support staff.

• Monitor and maintain customer backups.

• Create customize electronic forms utilized by the applications printing, fax, and email services.

• Monitor system processes in order for system to run at optimal performance levels.

• Script creation and execution to maintain files, directories, and system space, utilizing Shell (sh) and Bourne Again Shell (bash) scripting.

• Monitor system disk space and database extents and request new extents be created as needed.

May 2006 – Nov. 2015 JD ALPHA, LLC., Tuscaloosa, Al. & Bayville, NJ., April 2002 – June 2005 (Formerly Progressive Technical Solutions, Inc. a division of AFFLINK, LLC – a subsidiary of Performance Food Group, Inc.)

May 1999 – April 2002 (Progressive Development Systems, Inc.) Software and IT Support Representative

• Single Point of Contact (SPOC) for all IT related support (infrastructure, third party applications, business applications, hardware, and network issues) status updates and

“How to” inquiries. Ensured that all departments were up and running and able to perform their daily tasks at all customer accounts, from order entry, accounting, inventory control, warehouse to truck routing.

• Maintain customer contracts, software licenses, and system keys.

• Process customer quotes, billing, Accounts Payable and Receivables.

• Provide support for customers of software packages developed by the company. This support includes presentation of application features to customers, tracking software bugs within the code, providing detailed information for programming, technology, and installation teams. Provides support for systems administrations, including user additions and deletions, system reboots, and system backups for customers.

• Provided system testing of customer applications including maintenance releases, full releases, and customized releases for customer use. Testing completed across multiple operating system releases including SCO-UNIX, AIX, RED HAT LINUX, and CENTOS.

• Customize electronic forms utilized by the applications printing, fax, and email services.

1998 - 1999 KIRK RESOURCES, INC., Parsippany, NJ

Consultant

• Selected to perform temporary assignments for Lucent Technologies and Bell Labs Innovations; utilize palmtop computers to conduct quality control tests of the Definity Wireless Business System.

• IFF, International Flavors and Fragrances; Selected to perform testing to public and data conversion of testers surveys. Also, performed demo of their first automated, computerized, digital testers surveys software within IFF and collected users’ feedback.

1987 – 1997 FORMEX BUSINESS FORMS, INC., West Long Branch, NJ Office Manager

• Responsible for the overall management and coordination of business operations for a printing broker; oversaw and coordinated all customer service, billing, price quotes and general accounting functions as well as inventory control.

• Sole individual undertook and directed the conversion of manual business procedures to an automated system, resulting in a significant increase in operational efficiency.

• Provided training to personnel in the operation of new computer system; performed minor troubleshooting of hardware and software problems; communicated with computer consulting company to coordinate back-ups and the resolution of major system problems.

• Performed data entry of sales orders and customer billing; generated monthly-automated billing reports. Accounts Payable and Accounts Receivable, price quotes from vendors.

• Analyzed project specifications and labor/material costs to formulate competitive prices, estimates and proposals.

• Negotiated with vendors on the purchase of inventory and direct sales.

• Increased revenues through the development of targeted marketing campaigns geared towards existing customers.

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EDUCATION

June 1999 Associate of Applied Science in Computer Science/Business Programming, BROOKDALE COMMUNITY COLLEGE, Lincroft, NJ

Special Projects:

• Wrote an inventory database system in COBOL for stock paper. Provided users with capabilities to maintain and update database and generate reports.

• Wrote numerous programs to perform a wide variety of tasks including the creation and maintenance of databases, sequential updates, and the generation of master and error reports.

Created a simplified technical end user manual for COBOL Editor user interface. SKILLS

• Languages: PROGRESS, Pascal, Basic Assembly Language, QBASIC, and COBOL.

• Operating Systems: UNIX, AIX, SCO, RED HAT LINUX, CENTOS, and Microsoft Windows.

• Software: Microsoft Windows, Word, Outlook, Power Point and Publisher, Optio DCS, VISIfax, Backup Edge, Alpha Web shopping cart, Progress Database, FogBugz, Zebra Barcoding, Quick Books. Experience with Shell (sh) scripting and Bourne Again Shell (Bash) scripting. Professional References

Customer: Theresa Gogala, Accounts Receivable/IT, Van Paper Company advtvb@r.postjobfree.com, St. Paul, MN, 651-***-****

Customer: Bob Gorr, President, Lafayette Supply advtvb@r.postjobfree.com, Broomall, PA, 610-***-**** Employer: Human Resources, Progressive Technical Solutions a division of AFFLINK, LLC. 800-***-****

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