Customer Support Call Center

Tawni M. Mapp

*******@*****.***

********@*****.***

Objective

To obtain a position in the IT industry with an organization that will provide continued growth based on strong job performance and excellent technical skills.

Skills

Networking

• TCP/IP and Network Protocols

• LAN/WAN Technology

• Cisco Routers and Switches

• Adtran Routers

• Maintain and manage Active Directory

• Cabling installation and assembly

• Ethernet

PC Technology

• Assemble PC’s to the component level

• Install, configure and troubleshoot PC’s

• Upgrade systems

• Weekly back-ups

• Re-imaging

• Install and test software

Operating Systems

• Windows XP/Vista/7/Server 2003

Security

• IS Risk Management and Intrusion Detection

• Fundamentals of Network Security, Firewalls and VPNs

• Security Policies and Implementation Issues

• Securing Windows Platforms and Applications

• Disaster Recovery

• McAfee, Norton Anti-Virus, Symantec

Software

• Microsoft Word, Teams, Excel, PowerPoint, Access, Outlook, Visio, MS Communicator 2007, BMC Remedy,

Hekimian, Webcool, Salesforce, IC Client, KBase

(knowledge base), Quickbase, Zimbra (email), Mckesson, AHT(LTC), Citrix XenApp, MatrixCare, AHT Health Tech, Sage, Service Portal

Technical Experience

• Set up and configure mobile wireless devices

• Inbound call center and online live customer support

• Assist end users with resolving technical issues via phone, in person and remotely

• Certified in AS400

Education

ITT Technical Institute Duluth, GA

Bachelor of Science Degree in Information Systems Security – 2012 Associate of Science Degree in Computer and Electronics Engineering Technology – 2008

• Recipient of the Perfect Attendance and Honors Awards Experience

June 2022 - August 2022 Results Direct Atlanta, GA Customer Support Specialist

● Assist Customers and end-users via e-mail and phone in the use of our platform at various hours, including triage of support tickets to identify the topic, urgency, and possible solution within service level expectations.

● Manage new customer implementations and onboarding.

● Document issues and outcomes for internal review and inclusion in documentation.

● Perform data entry tasks related to customer interactions and meeting internal specifications.

● Perform Remote Real-Time Support and Triage Services during customer events at various hours.

● Perform Quality Assurance and Testing tasks during the development and maintenance of software platforms. August 2021- January 2022 Humana (Interapt) Atlanta, GA CSS HelpDesk Support Rep

● · Facilitating problem identification and research, and driving resolution, advocating for customer success

● · Assisting customers seeking education and/or issue resolution

● · Assessing nature of customer needs and work to resolve issues ranging from basic to moderate complexity

● · Referring and escalating to appropriate internal teams as necessary

● · Logging and tracking customer interactions using the designated software

● · Demonstrating agility by acting as a flex resource as necessary across multiple contact channels

● · Adhering to provided schedules to ensure availability for customer needs and adapts to changes when needed

July 2021 StateFarm (Randstad) Atlanta, GA

DSS Support Representative

● Answering phone calls from State Farm customers and agents professionally and responding to customer inquiries and complaints through researching the required information using available resources.

● Identifying and escalating issues that cannot be immediately resolved to the 2nd and 3rd level teams

● Routing calls from agents to the appropriate resources when the agent's question is out of our scope.

● Following up customer calls where we are unable to achieve first call resolution, when necessary

● Completing call notes and tickets as necessary and updating them in the ISR call log.

● Interacting professionally and reliably in all interactions with State Farm

● customers/agents.

● Attending all meetings and clocking in and out in a timely fashion. August 2016 – October 2020 Pruitt Health Atlanta (Norcross), GA

IT System Analyst

• Define application problems by conferring with clients; evaluating procedures and processes.

• Develops solutions by preparing and evaluating alternative work solutions.

• Oversee the installation and configuration of new systems to customize them for the organization.

• Conduct testing to ensure that the systems work as expected.

• Ensures operation by training client personnel; providing support. August 2015 – 2016 Pruitt Health Atlanta (Norcross), GA IT Helpdesk Technician

• Provide comprehensive technical support services to end users

• Assess reported issues and escalate to proper contact if appropriate; create and submit detailed, timely and accurate incidents documenting end-user interactions and work progress.

• Maintain technical proficiency in all applications utilized within the corporation

• Perform end user support related tasks and special projects assigned by management.

• Utilize all support resources provided to solve partners’ problems/requests and document accordingly. June 2015 – August 2015 Concentrix Atlanta (Norcross), GA AppleCare Advisor

• Supported many of Apple’s popular products, from iPhones to iPads to MacBooks to desktop Macs.

• Providing world class customer service, troubleshooting, and technical support.

• Demonstrate ability to identify solutions based on established processes and procedures

• Effectively manage length of calls / handle time March 2015 – Current (Contract) Career Connection Inc (CCI) Atlanta (Norcross), GA TurboTax Customer Solutions Representative

• Provide customer support to clients via phone, email or web channels

• Provide prompt, reliable and accurate information to customers while adjusting to the pace of the caller

• Demonstrate ability to identify solutions based on established processes and procedures

• Effectively manage length of calls / handle time August 2014 – September 2014 (Contract) Astral Brands Atlanta, GA Help Desk/Network Support Technician

• Provide first level inbound telephone/desk-side support for basic IT issues.

• Second level troubleshooting of client/server & network issues.

• Daily maintenance, management, and remediation of automated system monitoring alerts. March 2014 – May 2014 (Contract) EarthLink Atlanta, GA Trouble Resolutions Tech II

• Prioritize ticket volume to meet or exceed clients/EarthLink’s expectations and metrics Clearly communicate to customers the next steps and timeframes provide customers with status on existing trouble tickets both on a reactive and proactive basis Ticket creation via scripted response.

• Escalate trouble tickets with the appropriate supplier organizations (internal & external) when service levels agreements [SLAs] are missed

• Assign and follow up with internal/external teams till ticket resolution identification/escalation of potential network service issues.

• Utilize available diagnostic software to identify several types of customer’s trouble reports.

• Supporting Adtran/Cisco Routers and Switches.

2006 – 2012 Saia Motor Freight Suwanee, GA

Help Desk Technician

• Assisted staff via phone, in person, and remotely with troubleshooting and resolving technical issues – printers, routers, password resets and VPN connectivity

• Supported Citrix and Windows Server 2003, 2008, 2010 Environments and technical matters with Cisco routers and switches

• Set up and configured mobile wireless devices

• Documented all calls and closed out trouble tickets

• Performed back-ups daily, weekly, monthly and annually

• Contacted outside vendors as necessary for repair of downed service Customized Accounts Representative

• Promoted within the first nine months of employment

• Assisted the customer service department with answering overflow calls 2006 Around Town Trucking Alpharetta, GA

Customer Service Representative

• Answered 100+ incoming calls per day

• Retained customer loyalty by treating customers with empathy and professionalism, resolving complaints to the satisfaction of the customer and company

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