Help Desk Call Center

Antoinette Maria Russum-Hanetr

Newark, DE 302-***-****

https://www.linkedin.com/in/antoinettemariarussumhane *************@*****.***

Summary

IT Career Changer offering recently acquired Java Full-Stack Training knowledge and 100% Remote IT Experiences: Tech/Help Desk Analyst, On/Off Boarding, Corporate Technical Training, Manual Functional/UAT Tester

Education

MS Excel Data Reporting and Analytics, University of Delaware

• Retrieved & Transformed an existing query.

• Created Power PivotChart Dashboards.

• Connected the slicers to the PowerPivot Charts

• Added GETPIVOTDATA results of a single cell to a textbox

• Created individual KPI Power Pivot Charts

• Data Expressions Analysis (DAX) Functions

Code Differently/DelawareCommunity College 2017- 2020 Front End Software Development- HTML-5, CSS, JAVASCRIPT Java Academy Back-End, Full-Sack Software Development Training (Java 8)

• Eclipse IDE (Neon, Java Standard Edition API, J2EE, JDK), GitHub (repository),

• Intro to Maven Dependencies, Hibernate, JavaScript, HTML, XML, Maven, Tomcat-Apache, Servlets, Spring Boot, MVC,

• Develop Object-Oriented Applications using principles of Encapsulation, Inheritance, Polymorphism, Abstraction, Objects, and classes.

• Data Abstraction with wrappers, Interfaces, Arrays/Lists, Exception Handle /Debug

• Intro to Java FX Front-End Dev, Junit, Json, and Design Patterns •

• MySQL database creation, manipulation, Data Integrity, creation of CRUD query creation using MySQL database and parsing EMR Database data

• End-to-end Web/Server App-Design and Development. Temple University, Bachelor of Arts: & Completed 9 Graduate Credits- Sociology, Minor: History of Developing Nations, Urban Studies; Intensive Spanish Language Program – Mexico Employment

ATR/TRC UAT Manual Web Call-Center IVR Application Tester Contract 11/22-3/23 Tested English and Spanish Automated Batch 1-3 IVR Call Center System for PSEG/LI Utility Tested Customer Id, Payment & Pay Arrangement, Callback, Emergency, and Outage systems Tested Service agent Call Center management system called Max agent withing CXOne Used Studio to create, store and trace the tests for SharePoint upload, Used CXone to locate and upload the RTF dialog files onto Sharepoint Followed Manual Test scripts for an IVR call center system Utilized CXone and Max Agent applications to activate the preconditions of each call center test Used Excel to transform and Interprete Test Guides into Test steps using Test Intentions, Configurations, Preconditions, Actions, and results. Attended daily Scrum MS Teams meetings with Test, Business, Project Manager, and Development Teams

Submitted Weekly Manual Progress Reports to Project Manager Met daily with Test team to discuss and distribute portions of the application for script writing Used iFlow app to view, download and translate flow charts for test interpretation. Submitted software defects in Excel to developers for future discussion and repair. Delaware Division of Revenue 2019-2022

ISO/ ERP Systems Specialist

Office of Technology & Business Innovation

• Provided Support for Legacy Mainframe system

• Assisted in maintaining security for the information Systems by assigning user security codes, restrictions,

and accessibility of information to authorized users.

• Administer On/Offboarding process utilizing the following applications: Active Directory & Service Now.

• Coordinated with managers, technical staff, and contracted staff to assist in the following: troubleshoot and correct system errors, schedule system development, enhancement, testing, and implementation; initiated program maintenance requests and provides data requirements to technical staff throughout the design and programming phases of a project The Jace Solution/Robert Half & Innervisions 2018-2019 User Support and Desktop Installer

• Team Lead for Team of 10 Workstation Installation team for City National and Capital One:

• Relocated & Installed New/Old Workstations, Laptops, multiple monitors, docking stations, height adjustment tables, wireless printers, mouses, Keyboards, and Power Cords. Managed Arm Assembly & Post-Installation team.

Ark Solutions /Deloitte Consulting, New Castle, DE 6/2015-9/2016 DSS/ISU-Functional Tester/Help Desk Analyst II

• Provided Help Desk/UAT testing and training for the Delaware Eligibility Modernization Project (DEMP) Versions 3.0/3.1

• Analyze, troubleshoot, and answer questions accurately regarding the use and functions of the Delaware Assist Worker Web System

• Research, problem-solve, and provide timely responses to questions received via telephone calls, email, and faxes

• Provide administration functions (password re-sets, etc.)

• Document each user correspondence in “Help Desk Tracker System”

• Provided rotational support for Release 3 implementation user functionality. Experis/ JPMorgan Chase, Wilmington, DE 11/2014-4/2015 Document Research and Retrieval Rep

• Retrieved missing documents for archival documentation within the Credit Card Lending Services Dept.

• Apps used: File Net, First Watch Intelligence Credit, Financial Services Desktop, I-Vault TCM/Computer Sciences Corporation, Newark, DE 8/2014-11/2014 IT / RMS Workflow Management

Documented Priority Incidents. Apps used: WM Ware Player, HP Service Manager, SIS Quick, SNAP, Lotus Notes 8.5, Same TimeIM system

CAI-Ameri-Health Caritas, Newark, DE 9/2013-8/2014 Help Desk Analyst ll

• Provided tier 1 technical support for Ameri-Health staff in an inbound call center supporting: Citrix Virtual Desktop, Active Directory, ITSM/Heat Service Management Ticket System, APT Timekeeper, Client Letter (SQL Plus), PeopleSoft, Care Connect, Encoder -Pro, EXP, TriZetto Exchange Management Console tool (EMC), Avaya Phone the system, iPhone, Android & BlackBerry Smartphone Mobile Pass installation.

• Remote Desktop Management, Desktop/laptop OS imaging and deployment experience, Macintosh OS/iOS, and Android experience.

• Provisioned, New, Transfer, and R-hire Staff Security access accounts (On-boarding)

• For Active Directory, I-Health, Jiva, Client Letter, Sir, NPI-Xwalk

• End User Account Provisioning, Active Directory Onboarding CAI-DuPont (DPP), Wilmington, DE 3/2011-9/2013

MS Suite Webinar / Remote Corporate Trainer & Change Management, Tech Support

• Hosted Face to face Training, Created a Self-Paced LMS (Learning Management System) Modules, Webinars, & Online training for DuPont staff transition from Lotus Notes 8.5 to Microsoft Office 360, 2010 Ribbon environment, PowerPoint, Excel, Outlook, Lync, and SharePoint/InfoPath.

• SPOC for DuPont (DPP) management use of MS Office 2010 applications

• Provided training for the staff, and scheduled video Tele-Presence sessions globally networked/ secured IP /SIP-based Tandberg/Cisco video conferencing system

• Provided Technical Support, training, and Windows 7/C-Pass Deployment for the DPP computer labs at the Experimental Station plants and served as the Lead on the Tandberg Video Equipment.

• Remote desktop management, Desktop/laptop OS imaging and deployment experience, Macintosh OS/iOS, and Android experience.

• Provided PC-Refresh for Windows 7 support to DuPont Performance Polymer users

• Received several customer service recognition awards including one from the Executive VP. Comcast, Newark, DE

Help Desk Advance Products Group CAE

• Responded to inbound Technical Support issues in a call center (Broadband high-speed Internet modem, wireless routers and Wi-Fi, Networking, Home Theatre systems, Land, Voice, and Email, Fiber-optic and Telecommunication cable connections as well as online streaming issues) Troubleshoot LAN, WAN, IP issues, sales, billing, and ticket doc.

• Educated customers to prevent future service and escalated calls, offered excellent customer service

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