Customer Service It Support

Summary:

Highly experienced and dedicated IT professional with a strong background in senior-level IT support, technical

troubleshooting, and customer service in fast-paced environments. Proven ability to manage complex technical

issues, ensure HIPAA compliance, and provide exceptional support for a wide range of hardware, software,

and network systems. Adept at using various tools and applications for documentation, user management, and

problem resolution.

Technical Skills & Proficiency:

* Technical Support: Remote Desktop Support, Hardware & Software Troubleshooting, Network

Troubleshooting, VPN, Microsoft 365, Active Directory, Okta, DaaS Cloud System, ServiceNow, Citrix, Mobile

Device Support (iPad, iPhone, Android), VDI Resets, Driver Management, Bluezone, RSA Token, Zscaler.

* Operating Systems: Windows 10, 11, Macintosh OS, Android, Apple iOS.

* Applications & Systems: MS Project, PeopleSoft, Lotus Notes, Inotes, CAS, SAP, I2K, Omni, Netace, ACSS,

Vision East, Vision North, Ecredit, RMS, Knowledge Base, MARS, MTAS, Info Manager.

* Customer Service: Inbound/Outbound Call Management, Escalation Management, Conflict

Resolution,Customer Satisfaction, Account Management, Billing Inquiries, Credit Review, Cisco WebEx

* Compliance & Documentation: HIPAA Compliance, Servicenow Documentation, Accurate Account

Information, Policy Adherence.

* Professional Skills: Excellent Verbal & Written Communication, Interpersonal Skills, Analytical &

Problem-Solving, Detail-Oriented, Goal-Oriented, Organization, Time Management, Works Well Under

Pressure, Phone Etiquette.

MS Office Tools: Word, Excel, Outlook, Power Point, Access, Intune, Teams

Education:

FERRIS STATE UNIVERSITY, Big Rapids, MI

9/1990 – 4/1991

Major: Early Childhood Development

Experience:

GalaxE Solutions / Endava 01/2023 - 05/2025

Service Desk Analysis Engineer Tier 3

Provide senior level IT support for Cigna Healthcare environments.

Responsible for inbound workflow calls came of call centers.

Strong understanding for HIPAA compliance.

Experience in remote desktop and laptop, ipad, and cellphone support tools in citrix applications.

Familiar with the service now application for documentation of tickets being assigned out.

Administration via active directory to ensure login id were active verified colleagues status of employment history.

Okta verification tool used to ensure clients are authorized to call in to get assistance with unlocks and password

reset for applications.

Performed resets to vdi for clients reset them through daas cloud system.

Help troubleshoot all hardware issues including hardphone, mouse, monitor, keyboard, and printer issues.

Assist with software installations to laptop and desktop, and cell phone devices.

PSCU Call Center 10/15/15 – 01/2025

Sr. Help Desk Representative II

Provide technical support and problem solving management to end users issues with their online

banking needs.

Take inbound calls from representatives who have members that escalate requesting supervisor

assistance.

Responsible for answering questions from representatives that need assistance with their calls, and

addressing issues with system problems from representatives.

Q2 trained in executing unlocks and password resets.

Provide assistance with user name through online banking.

Escalate tickets regarding problems with computer access to applications for representatives.

Emergency situation with members I contact the point of contact at the credit union to advise of the

situation so members can get assistance.

Preform transfers, deposits, withdrawals, and make loan payments

Trained with certification for TDECU, member service, and e-services.

Member Services Contact Center Representative

Take inbound calls in scripted environment.

Review credit union accounts.

Complete and submit loan accounts.

Process deposits, withdrawals, and loan payments.

Maintained at least 3 out of 5 in quality rating.

Efficiently handle a high call volume.

Dedicated TDECU training.

Renewing certificates, and assisting members with bookkeeping and checking account problems.

Advanced mobile/cell phone troubleshooting.

Encore Capitol Group 12/2012-4/2015

Asset Acceptance Account Manager

Utilized various strategies to assist debtors in repairing their credit.

Provided debt management and recovery solutions for consumers and property owners.

Offered payment arrangements and settlements offers.

Recovered money from consumers who had outstanding delinquent loans in collections.

Used Skip Trace to locate debtors.

Made outbound calls, and received inbound calls from debtors through a dialing pool.

Maintained accurate up-to-date customer account information.

Performed daily bank processing of checks, debit cards, bank wires, and money gram transactions.

Verizon Wireless 10/2003-7/2012

Verizon Wireless Data Technical Support Rep

For almost ten years I provided first class technical support troubleshooting all types of issues that occur with Verizon Wireless cell phones and equipment.

Delivered exceptional customer service and technical support for internal and external voice and data product customers.

Troubleshot hardware and software issues and identify network/applications issues.

Provided detailed information on how to set up/configure data and voice products.

Verify provisioning and diagnose device or Network issues.

Troubleshoot for PC Operating systems, specifically Device Manager and TCP/IP configuration.

Use various administrative department tools and on-line resources for customer resolution.

Use trouble ticket system for tracking customer interactions and problem resolution.

Evaluate customers concerns and resolve problems to customer satisfaction.

Demonstrate and practice regularly the skills necessary to handle any CS and/or Technical Support call type that is routed through the center in this function.

Follows up with customer to ensure first call resolution and achieve and deliver 100% customer satisfaction.

Very well versed on how to troubleshoot data related issues.

Assistance with provisioning in the billing system of ACSS, verify provisioning in MTAS, verify MARS system voice or data records, request a DMU reset (this is handled via a Remedy ticket to the NRB), etc.

Data Tech Support providing a "fix" to the issue by the knowledge of our equipment, and data products we support.

Verizon Wireless Credit Review Financial Services

Knowledge of consumer and commercial credit reports and reporting bureaus.

Understanding of the Fair Credit Reporting Act. Review business, and consumer accounts to see how many lines can be approved. Review the credit report to determine if there will be a security deposit required. Take inbound calls from agents at various store locations. I make outbound calls through the dialer which I collect on passed due accounts to avoid interruption to services. Advise of consequences, last payment made, and allow arrangements to be set. Strong communication, organizational and time management skills.

Strong analysis, research and follow up skills. I believe very strongly in one call resolution to avoid multiple calls from customer as well as agent

Verizon Wireless Financial Services Collections

Collect payments in regards to the current charges as well as the pass due amounts reflecting on the account. I set arrangements for our customers personal as well as business accounts, which have entered collections and are at risk of interruption. Arrangements are flexible based on when the customer makes me aware of what they can pay as well as when they can issue payment to the account. Customer is educated from me on why the account have entered collections as well as why services may have been interrupted on the account. I provide the customer with opportunity to restore services with giving him the break down of his or her charges on the bill. If I see issues on the bill I am empowered to make adjustment to apply to the customers account if necessary. My primary job is receiving incoming calls. The other part of my job is the dialer making outbound calls regarding delinquency of bills. My focus is to collect on the customer account bringing them out of collections and making sure the customer understands how to avoid this from occurring in the future. My department is also tracking misapplied payments through our treasury team. This requires the customer to send a fax bank statement.

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