Service Representative Customer
Resume:
ORLANDUS LESTER
Apple Valley, MN *****
adwkr0@r.postjobfree.com
TECHNICAL SKILLS
●Mainframe, AS400 and network experience as an Operator and Analyst
●Proficient with Windows 2000/XP /NT /Vista /Windows 7 to 10 /OS2 /UNIX/MS DOS
●MS Office Suite, Internet Explorer, Google Chrome and Firefox browsers.
●Strong knowledge of OSI model, TCP/IP, Windows Administration, and networks.
●Advanced knowledge of Lexmark printer hardware, configuration, and functionality.
●Knowledge of Network Connectivity and Printer Technologies.
●Excellent soft skills for resolving issues and non-issues and ticketing using Service One.
EXPERIENCE
Whitenack Consulting, Inc., Pittsford, NY
Xerox Inc. IT Scheduler (Remote) Contractor
11/08/2021 – 11/07/2022
Coordinate Service Call balancing for technician’s using the ServiceNow platform to minimize travel and response time to ensure Service Level Agreements are met.
Review Service Manager and technician’s requests for Service Call reassignments and determine a plan of action utilizing the available tools.
Track technicians that are out of the field and unavailable and redistributes Service Call activity amongst the available technicians.
Monitor excessive travel and arrival status of service calls and communicate to the manager.
Monitor Service Call Dashboards for priority Service Calls approaching or that have breached Service Level Agreements to reassign Service Call to another technician.
Provide a high level of professionalism and efficiency to support customer satisfaction.
Provided technical support for Xerox equipment ranging from large scale printers and copy equipment.
Blue Cross Blue Shield of Minnesota, Minneapolis, MN
Customer Service Coordinator
09/2017- 01/2021
Responsible for reviewing and assisting subscribers with questions and issues about their government health benefits.
Assist member with appeals and grievances by carefully listening to their concerns and documenting the issue to be forwarded for review.
Review prior authorization guidelines for medical treatment explaining to members and providers what is needed for treatment.
Work with other agencies to resolve issues with members pertaining to issues such as benefit coverage, enrollment, and claims.
Manage a phone line taking more than 60 calls a day.
Consistently score high on my audit for compliance and accuracy.
Provided excellent soft skills to situations that were not always easy to provide high quality customer service skills.
Overall provide a high professional standard to explain government and public program guidelines.
Experis / IBM, Richfield, MN
Level 2 Managed Print Analyst – Retail Support (Contractor)
06/2016 –08/2017
My responsibility is to provide support for Lexmark network printers located in Best Buy stores throughout the United States and Canada.
Receive, monitor, and work Lexmark network printer incident tickets from Service Now system.
I maintained an 80% first call resolution rate helping to keep the cost of sending technicians onsite to resolve issues with network printers.
Responsible for verifying MAC and IP Addresses and identifying from these addresses the model of the printer and where they should be within the store.
Remote setup of printers to the network IP address associated to the printer.
Maxim / UnitedHealth, Minnetonka MN 55343
Human Resource Service Advisor (Contractor)
09/2015 – 05/2016
●Resolved employees’ inquiries about Time & Pay, Policies & Practices, Life & Personal Information updates, Benefits, Company online courses and webinars that is required, Compensation and Career Exploration & Development
●Assist Management with yearly Common Reviews of their direct reports, Terminations, Time & Leaves and Administration of employees
●Provided direct customer support by answering inbound calls and providing in-person customer service.
CenturyLink, Saint Paul, MN
Credit Consultant
03/2015 – 09/2015
●Responsible for taking and arranging payments for accounts past due. I average over $10.000 a day in arrangements and $17,000 dollars a day in cash payments.
●Provide explanations to customers on their services and charges.
●Research missing payments that has been posted to customers bank accounts.
●Restore services suspended for nonpayment.
●Coordinate with other departments with account issues.
Modis Inc. (Contractor)
THOMSON REUTERS, Egan, MN
Technical Support (Legal)
02/2014 –08/10/2014
●Responsible for providing technical support for Westlaw and Westlaw Next products to Judges, attorneys, Law Schools, and continuing education for attorneys throughout the United States.
●Analyze problems such as not being able to access information within the Westlaw data base and provide solutions.
●Perform password resets along with updating registration keys for users of Westlaw services.
●Provide Browser Maintenance for Internet Explorer, Mozilla Firefox, Google Chrome and Macintosh Safari browser.
●Responsible for detecting and reporting software issues that affect customers research of cases and citations.
●Report any abnormal system problems and provide written reports to the developers.
●Perform remote software downloads to update customers system and performance.
COMCAST, Minnetonka, MN
Customer Account Executive (Loyalty) Comcast
05/2012 –07/2013
●Responsible for delivering a superior experience for customers across the West division.
●My mission is to anticipate the needs of our customers, offer products and pricing to fit their unique needs, and resolve their issues on the first call.
●Focused on optimizing resources to deliver on the Comcast Credo.
●Performed in a metrics-based environment, which includes measured performance, transitional sales rate, retained revenue and maintaining subscriber relationships.
●Consistently achieved 100% of the company’s metrics goals while providing customers with unsurpassed professional customer service.
HONEYWELL, Independence, Ohio
Technical Support Specialist 1 (Contractor)
06/2011 to 11/2011
●Responsible for the monitoring of alarms for HVAC units operating in stores across Canada using Novar Energy Management System software suite along with Siebel and SAP for logging and follow up of problems and technicians on site.
●Monitored over 160 stores daily keeping their systems running and functioning properly for the comfort of customers and employees of the store.
●Provided troubleshooting solutions or dispatched technicians to the site.
HEWLETT PACKARD, Minnetonka, MN
Customer Support/Technical Administrator (Contractor)
04/2008 – 11/2009
●Answered technical questions about software and hardware products and aided in troubleshooting user problems related to operating system and IP configuration of large format printers.
●Provided service Hewlett Packard customers, including processing and ordering parts for HP commercial printers.
●Responsible for the set-up and technical support of B2B accounts for customers on-line ordering of supplies and tracking parts orders for and reconciling accounts along with identifying products to meet customers’ needs.
CAMBRIDGE INTEGRATED SERVICES, Solon, Ohio
Customer Service Representative (Contractor)
04/2007 – 11/2007
GE MONEY BANK, St. Paul, MN
Project Quality Specialist
05/2004 – 07/2007
SHOP NBC, Brooklyn Center, MN
Customer Service Representative
05/2003 – 05/2004
MANAGEMENT RECRUITERS INTERNATIONAL, Cleveland, Ohio
Video Conferencing Specialist
05/2000 – 11/2002
OFFICE MAX, Shaker Heights, OH
Helpdesk Analyst – Store Support
10/1993 – 04/2000
AT&T Easylink, Atlanta, GA
Major Account Specialist for Electronic Mail and EDI services.
05/1985 - 1993
TAKODA INSTITUTE
Certificate of completion
ComTIA+ and Network+ Certificate of Completion of course work
ACT
National Career Readiness Certificate
EDUCATION
Pennsylvania State University, State College, PA
BA Economics
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