Customer Service Technical Support

Leonard T. Boone

*** ***** ****** **, ********** NJ 08804

908-***-**** *********@*****.***

Trained computer technician who is transitioning into a new career path. Has a demonstrated ability to integrate computer skills, call-center/customer service experience and related education to exceed technical, business, customer requirements and overall company goals. Professionally trained A+ and Network+ certified by CompTIA. Committed and motivated employee focused on the success of the team, the solutions, the company and its values, while also maintaining individual success.

TECHNICAL SKILLS

Windows NT4.0/2000/XP/7

Microsoft Office

Hardware/Software installation

Desktop systems

Set-up users and policies

Install, configure, upgrade and troubleshoot vendor neutral systems

Component repair

OS Fundamentals

Perform post installation configuration

Troubleshooting

TCP/IP configuration

Preventative system maintenance and support

Install and configure client and server operating systems

Understanding of development, networking, security and business concepts

Diagnosing software and hardware problems

Install and configure Windows Server 2003/08

TECHNICAL TRAINING AND CERTIFICATIONS

New Horizons Computer Learning Centers, Durham, NC

Current certification: CompTIA A+ and CompTIA Network+

WORK EXPERIENCE

Frontier Communications, Durham NC June 2014 - March 2022

Customer Service Advisor, assisting Long Distance Carrier, Competitive Local Exchange Carrier and Service Provider representatives on Billing and provisioning issues with regard to circuits and facilities purchased from this Local Exchange Telecommunications Company.

Respond to and resolve billing issues and Bill Disputes

Investigate various issues having to do with billing and provisioning of services (trunks and facilities

Provide world class Customer Service

HCL America, Cary NC 2012-2014

Provide technical support to Client staff and faculty for desktop and laptop network access and general operation

Escalate issues that can’t be resolved to the appropriate team

Remote-in to client computers with updates, uninstalls, activation of accounts for iPads, MiFi and laptops

Provide world class Customer Service

.idea a Division of Ajilon, Durham, NC 2011 – 2012

Level One Support Analyst

Provide technical support to over 3000 GlaxoSmithKline (GSK) pharmaceutical field workers in a call center environment

Troubleshoot issues with hardware, software and peripherals in a timely and efficient manner ensuring quality service

Remote-in to client computers with updates, uninstalls, activation of accounts for iPads, MiFi and laptops

Offer assistance with general technical questions, talking client through step-by-step instructions including but not limited to installation of memory, logging into learning modules and printer issues

Log all incidents in the Remedy Database including issues and resolutions for future reference

Smart Source through CompuCom, Cary, NC October 2011

I.T. Tech (Temporary Contract)

Assisted in the conversion of a former Wachovia branch location to the new Wells Fargo network

Oversaw and resolved device failures, PC or printer issues and tied loose cables together at all work stations when necessary

Ensured that all workstations, the server room, the teller line and the drive up teller area were configured properly

Created escalation tickets for all issues that were unable to be resolved

Ceridian HRO, Morrisville, NC September 2008 – January 2011

Customer Service Representative

Assisted employees with client-employer benefits transactions in a call-center environment

Informed client employees of benefit related matters and researched employee benefits records and assisted with related issues

Documented all client interaction including issues raised and resolution

Interfaced with 2nd tier representatives to resolve client benefits related topics

Assisted callers with complex payroll, benefit calculation, 401K and pension related matters

Maintained knowledge of multiple client benefit plans

Value Options, Morrisville, NC October 2007 – June 2008

Clinical Services Assistant – Contract Position

Entered clinical data information regarding doctors’ peer clinical reviews

Contacted behavioral healthcare providers and provided information from clinical reviews

Tracked reviews for proper completion and record retention, while maintaining HIPAA compliance

Leonard T. Boone

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Creative Support Solutions/TSR, Schaumburg, IL October 2006 – May 2007

Telcom Access Billing Analyst – Contract Position (Telecommute from Raleigh NC)

Processed and responded to client’s customer bill dispute claims and inquiries

Audited client telecommunications invoices

Provided client with price quotes for Access Circuits and services

Issued service orders for client customer billing

Banker’s Life Insurance Company, Chicago, IL August 2006 – October 2006

Licensed Agent (Raleigh, NC)

Trained for Life & Health Insurance And Long Term Care & Medicare Insurance and NC Insurance Agent Licenses for both

Reviewed insurance policy options and sold the appropriate polies based on the customers’ needs

Submitted Price Quotes for insurance contracts

Affiliated Computer Systems for Mellon Bank, Raleigh, NC September 2005 – July 2006

Call Center Representative (contracted through Volt)

Assisted callers in a call center environment with billing and calculation of their 401K transactions and pension payment accuracy

Answered client employee questions and assisted them in their transactions for Medical/Dental Insurance, Defined Benefits (Pension) and Defined Contribution (401K) accounts

Provided complex calculations for Pension, 401K and benefits premiums

Documented all client interaction including any issues raised and resolutions

Sandhills Express Delivery, Raleigh, NC June 2005 – September 2005

Contractor

Received, inventoried, routed and transported lost luggage for Raleigh-Durham Int’l Airport carriers to travelers

Tracked order completions

Calculated route and delivery costs

Verizon/Yoh Telcom, Los Angeles, CA June 2004 – March 2005

Business Analyst – Contract Position (Verizon – Wholesale Billing Customer Center, Durham, NC)

Reviewed and processed customer billing disputes

Assisted administrators and specialist on bill dispute projects

Researched tariffs, examined customer invoices and serviced records to negotiate claim resolutions

Supported other associates when necessary

Covista Communications, Chattanooga, TN November 2003 – March 2004

Analyst/Auditor

Audited Switched Access invoices

Managed payment of local access lines from major telecommunication vendors and maintained internal accounts payable records

Issued bill disputes to major telecommunication companies and negotiated resolutions

Supervised data entry clerks and supported other analysts and the Director of Line Cost

Focal Communications Corporation, Chicago, IL July 1999 – June 2003

Regulatory Manager of Access Services

Audited telecommunication vendor Access invoices

Created and managed Reciprocal Compensation invoicing of $60 million annual revenue

Coordinated the company's billing and accounts payable functions for facilities and services

Served as Subject Matter Expert to Cost Assurance department for Access billing and ordering

Maintained internal records of accounts receivable and accounts payable regarding Access billing

Contacted customers and vendors regarding payment and collections

EDUCATION

Harold Washington College, Chicago, IL

General studies coursework including Math, Science, English, Humanities and Economics

Prairie State College, Chicago Heights, IL

Illinois School of Commerce, Chicago, IL

Accounting Clerk Certificate

New Horizon’s Computer Learning Center, Durham, NC

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