Help Desk Data Entry
Resume:
EVA CLARK
SKILLS
• Oracle CRM
Responding to Difficult
Customers
•
• Customer Data Confidentiality
• Product and Service Knowledge
Customer Account
Management
•
• Information Updates
• Call Control
Calm and Professional Under
Pressure
•
Building Customer Trust and
Loyalty
•
• Special Requests
Courteous with Strong Service
Mindset
•
• Customer Retention Strategies
Interpretation and Translation
Services
•
• Upbeat and Positive Personality
• Efficient and Detail-Oriented
• Effective Multitasking
Upselling Products and
Services
•
• Issue and Complaint Resolution
• Data Entry and Maintenance
Customer Implementation
Support
•
POS Systems and Ordering
Platforms
•
Skilled Technologist with experience configuring computers, servers and peripheral devices to work within established company and security parameters. Adept at managing permissions, filters and file sharing. Devoted troubleshooter with deep understanding of system architecture and diagnostics.
WORK HISTORY
March 2022 to August 2022
Chat Customer HelpDesk Solutions Rep USPS Chat Email Support Center
March 2015 to March 2022
Senior Technical Advisor Apple
• V
Helpdesk support of email and chat support of incoming customer inquiries regarding USPS services, company policies and procedures in a Tier 1 Help Desk environment providing live chat sessions and email support for products and services on our client's, the US Postal Service, website
•
Incumbent must have a good understanding of the
general/technical aspects of a Tier 1 Help Desk
•
Primarily provide end-user assistance via live chat sessions that are routine to moderately complex in nature and require basic problem resolution and independent
judgment
•
The successful incumbent must allocate his/her own time efficiently and will receive general instructions on all work
•
CPU MAC OS SME, Remote Desktop Support for a limitless array of Apple products including Beats by Dre' and Apple Music iCloud Account Security support for iCloud
troubleshooting including Apple ID password recovery
•
Advanced Troubleshooting of iPhones, iPads, iMac, Mac Mini, Apple TV, Apple Watch, Airport, MS Office
Bootcamp, also recovery using Time Machine backup and restore OS software technology deployment iCloud
•
CONTACT
Raleigh, NC 27609
***.*****@*****.***
Technical Support and
Assistance
•
• Order and Refund Processing
• Financial Transactions
• Regulatory Compliance
• Facility Security
• Data Gathering
• Client Rapport-Building
• Professional Relationships
• Online Systems
• Staff Support
Proficiency in Microsoft Office
and G Suite
•
• Computer Proficiency
• Microsoft Excel
• CRM Systems
• Answering Customer Questions
• Client Correspondence
• Conflict Resolution Techniques
• Livechat Messaging
Effective Customer
Communication
•
• Inbound and Outbound Calling
• Organizational Systems
ADDITIONAL
INFORMATION
MAC CPU Apple Genius,
Apple technical advisor, Call,
Chat, Voice and Email System
Support, Ticketing systems
such as Remedy BMC ITSM,
ITSL, ITIL, ServiceNow,
SalesForce CRM, Web
Conferencing Troubleshooting
WebEx Cisco Web Meeting AV
Administration, iCloud Apple
ID Account Security, AirWatch
Device and troubleshooting
Administration, TCP/IP
Configurations, Mobile
Wireless Application
•
January 2014 to February 2015
Migration Specialist Siemens Healthcare
Account Security recovery using two-factor authentication updates to Apple ID profiles securing Apple devices to iCloud server using iCloud Server Administration
Recovery from iCloud Backup restore options using iTunes and iCloud server admin tools for all data recovery, syncing of all devices with iCloud server to create a seamless experience between all devices
•
Complete OS activation, setup, recovery, backup, updates and required installations to recover from Malware and cyber attacks
•
• Tier 3
For DX MC70 to ES400 mobile device rollout: Strong knowledge of Microsoft suite systems required (Word, Excel, PPT, Visio etc..)
•
Work independently to load, test and release versions of software on new PRISM devices
•
Manage inventory of handheld Motorola Windows devices with necessary follow up with customer service engineers and vendors (Acteos and symbol etc.)
•
Prepare necessary status of rollout reports on a weekly basis
•
Interacting with subject matter experts and business end users to arrange and coordinate logistics of user testing
(Calendar, timeline, availability, test data etc.)
•
Participate and assist in creating software validation documentation per ISO and Quality requirements and standards for Audit and release management
•
Participates in the preparation of reports, correspondence, and/or statistics
•
Participates in the maintenance of records and filing systems; types and/or enters data into computer systems, including word processing, spreadsheet, presentation, database, or specialized software packages
•
Cel, PPT, Visio etc.) Work independently to load, test and release versions of software on new PRISM devices
•
Manage inventory of handheld devices with necessary follow up with customer service engineers and vendors
(Acteos and symbol etc.) Prepare necessary status of rollout reports on a weekly basis
•
• Interacting with subject matter experts and business end troubleshooting, DHCP and
DNS, Subnetting and
Networking Topology
VMWare, Citrix, VDI remote
administration, Remote
Software Application
Installation, Microsoft Active
Directory Global Account
Management Group Policy
Administration, Office 365
Administration including MS
Teams, SLACK, Jabber, Remote
Desktop Troubleshooting and
Software Technology
Deployment using SCCM,
Bomgar, Logmein and other
Remote Desktop tools, Remote
Printer Server troubleshooting
and Management, Windows 11
restore and re-imaging, using
Radius Configuring TCP/IP in
Windows OS, Server
management using Windows
Server(s) R2 2008, 2016 & 2019,
Backup and Restore from
backup, Re-Imaging Windows
and MAC OS, iPhone, iPad,
Apple TV, Apple Watch, Apple
multi-device SME, Knowledge
Base technical writing update
and revision administration,
PSTN and MDN Mobile Device
Provisioning, Microsoft Office
2016-2022 Outlook desktop
clients OWA
June 2011 to December 2013
Senior IT Analyst Tier II HCL Technologies
users to arrange and coordinate logistics of user testings
(Calendar, timeline, availability, test data etc.).Participate and assist in creating software validation documentation per ISO and Quality requirements and standards for Audit and release management
Interact with AT&T PSTN, VoIP and MDN transfers to ensure smooth transition of DX CSEs with their cell phone to ES400 through Client infrastructure (Radio server, Radius)
•
24/7 Service Desktop Support Technician 86 Countries, 8,000 end users for Pharmaceutical Client
•
First Call Resolution policy upon initial call within 24 minutes, responsible for escalated calls of incident, ticket logging using BMC Remedy ITSM, ITIL
•
VoIP Avaya, MS Lync, Cisco Meeting Place Admin
Teleconferencing and Videoconferencing setup,
troubleshooting
•
VPN Cisco Networking LAN/WAN TCP/IP and
Wireless/Router Configuration and Support, Mobile Device such as Android and OS, iPhone, iPad, Blackberry
•
Airwatch Cloud Virtualization Administration and
Blackberry Enterprise Server (BES) Networking
Administration
•
• AT&T PSTN, MDN transfers and router configurations SCCM tool used for RDP to perform live troubleshooting to end user client machines
•
Active Directory add, create, modify, suspend accounts, provide group policy updates and changes
•
Troubleshooting application conflicts for over 300 applications including SAP, MS Lync, Citrix, Cisco, WebEx
•
• Cisco VPN RSA Token password resets
EDUCATION
A+ Net+Sec+ Technical Diploma
Needham B Broughton High School
NCSU Vocational Scholarship
Technical Diploma
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