Support Specialist Call Center

Sandra A. Booth

adw2li@r.postjobfree.com

**** ********** *****. • North Ridgeville, OH 44039 • 440-***-****

Education

BA Business Administration 1996 Baldwin Wallace College/University

Professional Experience

Honeywell International, Independence, OH September 2006 – November 2019

Technical Support Specialist

Call Center / Technical Support Specialist

Support Incoming Calls and assist with Technical issues.

Provide Superior Technical support to all clients, both internal and external.

Troubleshoot issues via email, remote, phone as well as Technical Support/Call Center issues.

Explain and resolve issues in a very professional and compassionate manner.

Always project professional and positive outlook with regard to external and internal issues.

Sixteen years in a Technical Support/Call Center has made me know that I love this work and can see myself doing it always.

Extensive use of Microsoft Teams

National City Bank, Highland Hills, OH May 2005 – AUG 2010 Business Analyst

Prepare weekly operational and management reports used by all branch personnel and executive management.

Knowledge of banking concepts and their use in exact reporting.

Collect and validate data from diverse sources use to prepare reports.

Create and run MS Access queries for use in report validation.

Create auxiliary MS Access databases as needed for specific tasks.

Extensive use of MS Excel for reporting and data validation.

The Lincoln Electric Company, Euclid, OH 2000– 2002

Technical Support Specialist II

Performed Technical Support Functions and delivered Superior Customer Service to End Users.

Resolved Technical problems. Ensured closure to Problem Tickets/ Service Requests while meeting or exceeding defined service level expectations.

Use of Remedy application specifically with Help Desk, Change Management, Asset Management and SLA (Service Level Agreements).

Made recommendations for improvements in Help Desk response procedures; defined operation procedures for computer room.

Utilized “Remote Admin” and “PC Anywhere” in order to satisfy user requests.

Excellent knowledge of WINNT, WIN95, WIN98, WIN2000, NT Server and Lotus Notes 4.5, 4.6, R5, Microsoft Office Suite complete

Provided comprehensive / Help Desk support for any Problems and Service requests related to company supported hardware, software, network connectivity, and application support.

Assist internet access customers with troubleshooting, technical support, and billing. Assist with internet and browser problems answering questions concerning the functionality of the Website, and requesting additional MIS resources when required.

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