Technical Support Customer Service

CHRISTINE GLOGOUSKI

Canisteo, NY

518-***-**** • ***********@*****.***

PROFILE

Versatile IT and Administrative Support Professional with 10+ years of experience delivering technical support, customer service, and office administration across diverse industries including government, healthcare, legal, retail, and finance. Proven ability to resolve complex technical issues, manage POS systems, support end-users remotely and on-site, and provide administrative assistance. Strong communicator and dependable team player who adapts easily to evolving environments and technologies.

SKILLS

IT & Desktop Support (Remote/On-Site)

POS Systems: Setup, Training, Troubleshooting

Microsoft Office Suite (Word, Excel, PowerPoint, Access, Outlook)

Active Directory, Salesforce, Remedy, ITSM, SharePoint

Ticketing Systems & Help Desk Operations

Customer Service & Call Center Support

Project Support & SDLC Familiarity

Office Administration & Document Management

Hardware & Network Troubleshooting

Technical Writing & Training Documentation

PROFESSIONAL EXPERIENCE

Help Line Service Agent (Contractor)

GDIT / FEMA 2024 – 2025

Delivered high-volume customer service support for FEMA disaster recovery programs

Ensured data accuracy and confidentiality within FEMA systems

Collaborated on issue resolution and service delivery improvements

Service Desk Support Specialist

Northern Rivers Family Services 2021 – 2023

Responded to IT support requests via phone, walk-ins, and ticket system

Supported staff, teachers, and students using remote tools (Active Directory, TeamViewer)

Resolved hardware/software issues and managed user account access

Technical Support Specialist (Contract)

Law Firm 2019 – 2020 (2–3 Month Contract)

Provided short-term technical support for legal applications and infrastructure

Handled user access, application troubleshooting, and documentation

Technical Help Desk Specialist

Footlocker Camp Hill, PA 2018 – 2019

Supported global users in accessing company applications

Used remote desktop software for resolution

Logged incidents and followed escalation procedures

Billing Associate

Martins Corporate Office Chambersburg, PA 2018

Processed and reconciled daily sales receipts

Supported finance team with data entry and reporting tasks

Technical Help Specialist

American Red Cross Johnstown, MD 2017 – 2018

Delivered remote technical support to staff, volunteers, and military users

Maintained ticket logs and guided users through portal access issues

Sr. MAG Activation & Training Specialist

First Data Inc. Hagerstown, MD 2012 – 2016

Installed and trained clients on POS systems across medical and retail sectors

Developed training materials and conducted sessions

Managed billing for services and created support documentation

Lead Technical Support Representative

First Data Inc. Hagerstown, MD 2010 – 2012

Promoted to handle specialized installations and project support

Provided advanced troubleshooting and client training on POS systems

Call Center Support Representative

First Data Inc. Hagerstown, MD 2010

Supported POS terminal setup and troubleshooting via call center systems

Assisted clients with installations using internal tools and remote guidance

EDUCATION & CERTIFICATIONS

Colorado Technical University

Coursework in Information Technology (Concentrations: Security & Networking/DB Management)

Alfred State College

Coursework in Biotechnology

Certifications

CompTIA Network+ (CTU, 2010)

Computer Network Telecommunications (CTU, 2011)

Training in: PMBOK, SDLC, CMMI, Six Sigma, Risk Mgmt, Security Architecture, Disaster Recovery, and Technical Writing

High School Diploma

Jasper-Troupsburg High School

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