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Customer Service Desktop Support

Location:
Somerville, NJ
Posted:
July 19, 2025

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Resume:

A

Rebecca

Arrington

908-***-****

Rebecca.A.Arrington@

gmail.com

Somerville, Nj 08876

SUMMARY

Results-driven customer service professional with 20+ years of progressive experience. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success.

SKILLS

Customer Service Excellence

Escalations

Workforce Management Tools

Process Optimization

Communication

Collaboration

Relationship building

Detail Orientated

Customer Support

Troubleshooting

Problem-solving

Microsoft Office Suite

Excel

Word

Outlook

Network troubleshooting

Recording support tickets

Remote support management

Desktop support

Communicating with clients

Slack

Avaya

CoFee

CRM

EXPERIENCE

Office Manager

K&H Property Management/ Dec 2023 to Current

Work face to face with commercial customers to offer services to increase revenue and drive business

Review and manage customer accounts in a secure network Manage customer complaints and escalations in a timely manner using company databases and CRM tools, ensuring customer excellence and a satisfactory resolution Deliver superior customer service by completing outbound calls or handling internal alerts via email, slack or Avaya

Troubleshoot performance issues, conduct preventive maintenance, and assist end-users with technical challenges

Monitor and manage inventory levels for equipment and maintain and organize available stock to support operational needs

Collaborate with internal teams and external technology partners to coordinate project activities

Network Management Lead

Verizon Communications Inc/ Apr 2001 to Dec 2023

Spearheaded the upgrade of the company's network infrastructure and working as help desk professional resulting in a measurable improvement in speed, reliability, and overall system performance

Developed and implemented a comprehensive network security policy, reducing system vulnerabilities and enhancing overall data protection Gained hands-on experience with networking hardware, including routers, switches, firewalls, and wireless access points, ensuring seamless connectivity and functionality. Demonstrated strong communication and customer service skills by collaborating with technicians, end-users to ensure high-quality project outcomes and timely delivery. Performed troubleshooting to diagnose and resolve technical issues daily. Repair Service Clerk/Customer Service Clerk

Verizon Communications Inc/ Jul 1997 to Apr 2001

Provided exceptional customer service by assisting customers with repair requests, troubleshooting service issues and processing service orders Communicated with technicians internally and externally to coordinate repairs to ensure a timely resolution of service disruptions

Managed customer inquiries via phone addressing billing, service plans and equipment concerns

Maintained accurate records of customer interactions while issuing service credits, processing payments and explaining policies and procedures Presented existing and prospective customers with valuable service or product information to aid in decision-making.

Scheduled appointments for repair services according to customer availability. EDUCATION AND TRAINING

Associates: Business Management

Centenary College May 2006

Hackettstown, NJ



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