Help Desk Technical Support
Resume:
Jennifer D.K. Foster
Hastings, NE
***********@*****.***
Summary
I bring to the table 18 years of Web side Jr. Level QA testing/Project implementations, an understanding of PSTN and SIP trunk technologies, and external/internal help desk experience. I deliver my solution-oriented work ethic and technical expertise with a team-focused approach and attention to detail. I master computer applications quickly, and I seek out the challenges provided by new technologies, deadlines and collaboration. I also spent over 10 years in call centers to excel in implementation of strategies to take departments to the next level. Skill Set
OS: Windows 2000, XP, Vista, Windows 7, Windows 8, Windows 10, Windows 11, 365 Servers: Windows 2003,2008 and 2012 R2
Productivity: MS Office 98, 2002, 2007, 2010; 2013 Technologies: SharePoint, Technical Writing, Visio, Access, Web 2.0, Cisco, Adobe, Microsoft, MySQL, PSTN and SIP/VoIP, Crystal Reports, NetSuite, Service Now, Jira, PeopleSoft, Oracle, HRIS, Sumo Logic, Testing complete, JavaScript, Agile, Salesforce, Veeva, Switches, Citrix, VMware, ChartMaxx, Meditech, Zebra, AD, Dragon, EPIC, McKesson, Mosaiq, CMD, MobileIron, AS400, IBM and Five9
Education & Training
New Horizons of Overland Park, KS
A+, Network+, Security+, MCP, MCTS, MCSA and CCNA
Networking Organizations
NAPW Card Holder
Kansas City Women in Technology
Experience
Cabela’s
Call Center Supervisor
August 2020-March 2025
● Proficient in performing all customer contact procedures, processes and meeting performance requirements. Respond to incoming customer inquiries and resolve customer issues regarding account, order status and after the sale service, such as, return procedures, returns or exchange of defective/damaged product.
● This position is accountable for using all available resources to keep current on policies, procedures, products, and system changes. This Outfitter communicates issues, Jennifer Foster Page 2
opportunities and recommendations to support the Customer Relations Department. The goal is to focus on the Bass Pro Shops/Cabela’s customer experience and convey the passion for the brand across all interactions using their advanced knowledge and specialized programs.
● Provides support for both hardware and software.
● Typically handles more complex products, problems, and/or projects and may provide technical guidance to lower level engineers.
● Provides technical support to customers in solving technical problems that occur during the installation or operation of company supported products. Unisys Technology
Field Applications Engineer ~ 2
July 2017-March 2020
● Primary responsibility for installing, and maintaining High-end Unisys proprietary products as well as other high-end products such as servers, networking devices, and large scale payment products.
● Provides support for both hardware and software.
● Typically handles more complex products, problems, and/or projects and may provide technical guidance to lower level engineers.
● Provides technical support to customer in solving technical problems that occur during the installation or operation of company supported products. Wipro Limited
Project Coordinator - Contractor
July 2016-July 2017
● Project Lead at CHI 3 locations
CHI-St. Francis~ LAN Refresh August, 2016-December, 2016 CHI-St. Francis~ PC Mapping for PC Refresh September, 2016-November 2016 CHI-Good Samaritan~ PC Mapping for PC Refresh September 2016-December 2016 CHI St. Francis- PC Mapping for VDI rollout September 2016-October 2016 CHI Good Samaritan-PC Mapping for VDI Rollout September 2016-October 2016 CHI-St. Francis~ ChartMaxx Mapping for new Fujitsu Scanners October, 2016 CHI-Good Samaritan~ ChartMaxx Mapping for new Fujitsu Scanners October, 2016 CHI-St. Francis~ Palto Alto change over October, 2016 CHI-St. Francis~ Print Server cut over October, 2016 Jennifer Foster Page 2
CHI-St. Francis~ ChartMaxx 27 Fujitsu Scanner upgrades November, 2016 CHI-St. Francis~ UCaaS Project Meetings for server stand-up November 2016 CHI-Good Samaritan ~ChartMaxx 17 Fujitsu Scanner upgrades December, 2016 CHI-St. Francis~ 87 PC refresh upgrades November 2016 CHI-Good Samaritan~ 147 PC refresh upgrades January, 2017-February, 2017 CHI-St. Francis~ ChartMaxx Upgrade for whole Hospital, TPN-February, 2017 CHI-St. Elizabeth’s~ VDI Roll out 400+ Machines March 2017-April 2017 CHI-Good Samaritan-VDI Roll out 26 test Machines April 2017-May 2017 CHI St. Elizabeth’s- Wound Care off-site move to onsite at Hospital coordination and set up May 2017
CHI-Good Samaritan~ Reponder5 Installation of upgraded program May 2017-June 2017 CHI-Good Samaritan~ Versus programs installation and monitoring May 2017- Present
● Hardware and Software support
TouchNet
Product Support Specialist
April 2015-July 2015
● Position responsibility is to assist customers in issue-resolution
● Utilize your foundation of technical knowledge surrounding software and hardware.
● Specific responsibility is to respond to inquiries through e-mail, phone and internet protocols
● Diagnose and resolve issues using prescribed troubleshooting techniques, and document such efforts.
PGi
Global Escalation Manager/ Tier 3
May 2014-March 2015
● Worked with Engineers and Developers on defect processes on Client tickets.
● Worked with all Regions in China, Malaysia and Ireland to name a few.
● In Charge of high level reporting using Crystal reports and Excel Daily.
● Worked with PeopleSoft and HRIS submissions for Agents on Propriety Special Teams.
● Had weekly presentation project meetings reporting on numbers and known application issues and educational opportunities for our GlobalMeet Web Project team.
● Educated other departments and Regions on our product and worked closely with the GMW Assistant Director and Director of the department.
● In Charge of QA testing when we had new roll outs of new or updated coding using testing complete and manual testing as an end user would use the product.
● Taking Java programming courses to be able to work with development. Jennifer Foster Page 2
PGi
Tier 2 Technical Support Agent
February 2011-May 2014
● Proficiency in products and services, monitoring system stability, researching and reviewing server and bridge logs, resolution of issues, follow-up.
● Proficient in weekly reporting using Crystal Reporting and heavy Excel usage
● 3 years on project team with Developers and Project Management for company owned application (GlobalMeet Web)
● Accurately identify and resolve internal and external technical issues.
● Communicate with other departments to ensure good relationships are built to help us work smarter.
● Troubleshoot voice communications on the conferencing platform
● Interface with functional users as well as remote operations support centers
● In Charge of QA testing when we had new roll outs of new or updated coding using testing complete and manual testing as an end user would use the product. PGi
Tier I Technical Support Agent
May 2010-February 2011
● Provide courteous, knowledgeable, and timely technical assistance to clients via phone, chat, and e-mail.
● Used Crystal Reporting regularly and Excel heavily during my shift
● Accurately identify and resolve internal and external technical issues
● Communicate with management regarding suggestions to help our department work smarter.
● Efficiently complete all daily, weekly and yearly Projects and tasks.
● Takes ownership of projects: Scrubbing Tier II tickets for close or additional information and Fraud Detection.
● Worked on our Project Team for our new product GlobalMeet Web.
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The Village Media, Inc. /Connections Made Inc.
Tier II Help Desk/QA Tester
May 2005 – December 2008
Jennifer Foster Page 2
● Provided courteous, knowledgeable, and timely technical assistance to clients via phone, chat, and e-mail.
● Heavy Excel Usage for reporting
● Accurately identified and resolved internal and external technical issues.
● Assisted in refining functional requirements for clients.
● Performed integration testing and client acceptance testing.
● Supported and assisted developers on their projects.
● HR Contact for Payroll, Insurance for W-4, I9 and1099 Individual contractors.
● In Charge of QA testing when we had new roll outs of new or updated coding using testing complete and manual testing as an end user would use the product.
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