Help Desk Customer Service
Resume:
CONNIE SUMMERS
Verona, Kentucky *1092
***********@*****.***
CAREER SUMMARY: Many years of customer service, technical help desk and administrative experience.
COMPUTER SKILLS:
• Familiar with various Computer Systems which include IBM, NCR, Unix, MacIntosh, Data Entry PCs
• Have programming ability in PASCAL, RPGIII
• Have experience in Computer Operations (running programs, changing tape reels, printing reports)
• Have experience in debugging computer hardware/software problems
• Have experience in various help desk ticket systems
SPECIAL SKILLS: Basic Blueprint Reading, Excel, Word, Powerpoint, Various Graphics Programs, Problem Solving and Group Session Training. Salesforce, Google and Zoom Meet, Onboarding, Slack, chat support.
Employment:
04/18 – current Arise Virtual Solutions Tech Support Various positions
• Home Warranty Customer Service – Tax Software Tech Support – Supervisory Chat – Tier 2 Support for same, Training for Tier 3 support, Hosted Support, Onboarding.
01/14 – 06/17 Staples Call Center Customer Service Help Desk Supervisor
• Supported Retail stores and call center employees with questions as well as took Supervisor calls in regards to issues with orders, deliveries, refunds, etc.
01/12 – 07/13 Citibank – General Bank questions and website support.
08/11 – 01/12 AFLAC Licensed Insurance Agent in Kentucky and Ohio
• Support clients/companies in claims and policies in all areas of health insurance
8/07 - 8/11 Fifth Third Bank, Cincinnati, Ohio - Support Center Analyst Commercial
• Technical Support of various Fifth Third Direct software packages which includes Positive Pay, ACH, Account Management and Payments, Password Issues, Account Access, Wires, Commercial Loans
• Worked with different applications to search for incoming and outgoing wires, Bank system for Checking Accounts, AFS for search on loans.
• Took care of what is considered Premium Customers. Researched and resolved first resolution tickets logged in CRM ticket system as well as tickets as assigned.
• Helped train new employees.
12/05 - 4/07 Pomeroy IT Solutions, Hebron, Kentucky - Help Desk Analyst
• Supported Schneider/Square D account and took calls to support the local software for the company and also all Microsoft software and any computer problems that arose.
• Supported Lotus Notes in every aspect. Supported Cell Phones, problems, ordering, troubleshooting which included Sprint, Nextel, Blackberry, and Cingular.
7/96 - 12/05 Kroger Support Center, Blue Ash, Ohio - Senior Support Center Analyst (Management) - Level
• Worked with stores and offices throughout the United States to solve Computer problems and software problems on the IBM Unix run Processors. This involved 2400 stores which include Ralphs, Fred Meyers, Kroger, Dillions, City Market and various other store names.
• Trained Level 1 new incoming people in the software and hardware used in the stores which includes Time and Attendance (Kronos software and hardware), Pharmacy, Operating Systems 5.02 SCO, Hardware which includes several types of Processors, Labor Scheduling (how the stores schedule their employees within the stores).
• Occasionally helped out Level 1 (10 minute limit to calls) in taking new calls and then solving them.
• Coordinated/Supervised Level 1 employees
• Set up training manuals and update as needed
• Created documents when needed that details how to solve a particular problem and keep them updated
• Ran IBM meetings with the Vendor as needed
• Brought in new projects (New applications for the stores) and helped in training, getting documents together. Was the Project Manager of these applications
10/95 - 7/96 Messina Management, Cincinnati, Ohio - Level 1 - Level 2 Support Center Analyst at Kroger (Hourly)
• Took calls and tried to solve them within 10 minute time limit which lead to permanent employment at Kroger and then moved to Support Center Analyst (Management position) with the duties listed above. Supervised/coordinated Night Shift Employees
3/92 - 12/93 Kelly Services, Cincinnati, Ohio
• Administrative Assistant, Recpectionist, Data Entry, Customer service at various companies
10/87 - 7/91 General Electric Company, Cincinnati, Ohio - Product Quality Analyst (Exempt/Management Position)
• Created and maintained unit records. Provided reports on this data.
• Conducted audits of Supplier Folders an provided reports to management.
• Collected and organized data and prepared monthly reports for Corrective Action Board Meetings.
• Provided follow-up activity to assure that Quality Engineers and Suppliers complied with specific due dates referenced on various documents.
• Collected and analyzed data.
• Performed special projects as required.
• Helped facilitate a major office move working with hourly and management personnel.
• PC specialist:
Software
A. Initial set-up (PC Toolkit)
B. Training of personnel
C. Problem solving utilizing Norton Utilities
D. DOS problems
Equipment
A. Initial Setup
B. Troubleshooting and Repair
C. Maintenance/Custodian
6/89 - 10/89 Product Quality Technical Clerk (Salaried Position)
• Same as Product Quality Analyst position listed above.
8/87 - 6/89 Administrative Clerk (Hourly Position)
• Prepared and coordinated new and revised Engineering Project descriptions.
• Assisted in preparation of monthly revisions to CIP Engineering Master Plan, monthly C/SCS reports and quarterly Program Status reports.
• Was responsible for Contract Year Proposal to United States Air Force.
• Performed general clerical duties as needed.
6/86 - 8/87 Voucher Clerk (Hourly Position)
• Data entry of vouchers which consisted of time spent on military work on the main assembly floor which was reported to the United Stated Air Force for cost analyses on specific Aircraft Engine contracts.
• Filled in for Voucher Coordinator (Supervisory) in her absence.
1976 - 1986 Kelly Services, Cincinnati, Ohio
• Various duties at several companies included Computer Operator,.Secretary/Clerk..Telephone Operator, Receptionist, Expeditor in manufacturing environment, Administrative and Accounting Clerk with some payroll experience.
EDUCATION:
7/12 – 2017 Jones International University, Colorado
Masters Degree in Business Administration with Customer Service focus
1/92 - 5/94 Wilmington College: Cincinnati, Ohio
Bachelor of Art Degree in Management
6/91 Cincinnati Technical College: Cincinnati, Ohio
Associates of Applied Business in Management Information Systems
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