Customer Support Technical
Resume:
Jeanan L. Compton
Akron, Ohio 44312
***************@*****.***
Customer Support Representative with strong analytical skills. Outstanding problem solving, communication and interpersonal skills, with the ability to work both independently and with peers and clients.
SELECTED ACCOMPLISHMENT
Logistic Support Analyst - provided Customer Support to Drivers (vans, straight trucks and trackers) for issues that they had with freight
Direct contact with owners and drivers
Provide Empty move information
Correction for loads not paid correctly
Technical Support Specialist II – provides 2nd level technical support to store management, HVAC technicians and electricians in regard to Novar’s Logic One and Opus systems.
Created part ordering process currently used for other Specialist to order RMA (warranty) and new parts for the current Novar customer base
Provided Tracking information and product availability for customers using SAP
Team Lead creating scheduling documentation for both the Logic One and Opus systems through testing
Monitor temperature set points for hundreds of retail stores (Kohls, Office Depot, ToysRUs, PetSmart, ULTA Beauty) and adjust as requested.
Monitor lighting at retail stores – Employee lights, Customer lights, Outdoor lighting and signage
Created FAQ and Technical procedures for RMA (Return Material Approval) for Technical Support technicians
Work with the HVAC technicians and electricians to determine if a problem was with the EMS equipment or the HVAC / electric.
Access sites remotely via iscope, ESS32, VPN, Web
Check voltages
Trace wiring issues
Order replacement equipment when needed
Business Analyst
Analyzed messages for content and format, suggested alternative wording, co-ordinate with other support groups to insure proper wording and rates
Input hundreds of bill messages into mainframe tables
Tested validity of rules on messages, completed many messages on emergency basis, provided after hours support of messages, maintained a 99% on time/error free rate
Documentation
Updated documentation for bill message procedure, created documentation for use of MACRO’s on PowertermPro mainframe
Application Support
Acted as first line contact for Windstream’s 9000 user community
Supported clients with problems: PC’s, mainframes, specialized software, interpret Clients needs and relay the situation to systems, network and operations staff, communicate system outages and emergency downtime to clients and support personnel
Documentation
Created Incident Management Process quick reference guide, updated Incident Management Process, team lead creating documentation for Customer Services procedure
Acted as subject matter expert on Customer Support Desk
Trained new Customer Support personnel
WORK EXPERIENCE
Leaf Home, Hudson Ohio
Call Center Representative 09/22 – 05/23
Panther Premium Logistics (Kelly Services), Medina, OH
Logistics Support Analyst 11/21 – 07/22
Novar Inc. – A division of Honeywell, Independence, OH
Technical Support II 2008 – 11/20
ALLTEL/Windstream Communications, Twinsburg, OH 1994 - 04/07
Business Analyst I 2001 – 04/07
Application Support Coordinator II 1994 –01
General Computer Corporation, Twinsburg, OH 1988 – 1994
Customer Support Representative 1993 – 1994
Software Distribution Technician 1990 – 1993
Computer Operator 1988 – 1990
EDUCATION
Associate Degree – Computer Science Southern Ohio College, Akron, OH
SPECIALIZED COMPANY-SPONSORED TRAINING
OPUS, iScope, ESS32, Siebel, Syteline, Big Sky (FMS) Service Channel, Corrigo, Remedy, Time Management, 7 Habits of Highly Effective People, Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Customer Account Management System Overview, JCL Introduction, Managing Information, Working with Integrity, Wireline, Wireless and Satellite
Awards Received
Getting Better Every Day ALLTEL Corporation Peer Nominated
For Our Customers Ultimate Satisfaction (FOCUS) ALLTEL Corporation Client Nominated
Bravo Award – Silver Logic One Opus Support NOVAR/Honeywell Manager
Bravo Award -Gold-TEAM SLA>95% NOVAR/Honeywell Manager
Bravo Award – Gold Technical Support NOVAR/Honeywell Client Nominate
Contact this candidate