Administrative Support and IT Help Desk Specialist
Resume:
Seneca Holland
De Soto, Texas 75115
Home: 469-***-**** E-mail ***********@*****.***
Objective
To obtain a administrative assistant, networking, help desk, technical support, or customer service position with a stable company that provides the opportunity for career advancement and have excellent health benefits.
Highlights
Excellent written and verbal communication
Ability to communicate with diverse groups of people
Professional appearance and demeanor
Ability to type 65 wpm with minimal errors - type 10,000 kph
Resolves most trouble tickets with one call resolution
Handles escalated/irate/billing calls
NOC (Network Operations Center)
Hardware/Software/Skills Qualifications
Adobe Image Ready, Adobe Photoshop, Frame Relay, Siebel, People Soft, 65 WPM, 11000 KPH, Laptops, Desktops, Motorola Phone Tools, P2K, PDAs. Cell phones, Clarify, Active Directory, Remote Access, Witness, Telco Software, Macromedia Flash, (N) etwork (O) perations (C) enter, E-support, VPN, Dos, Mozilla Firefox, Microsoft Office, Computer Hardware/Software Upgrades, Microsoft Works, Ethernet/Nic Cards, Graphics Cards, All Optical Drivers, Hardware Installation, Software Configuration, Multimedia Presentations, FTP, Website Design, HTML, XML, Access Points, Network Installation & Configuration, Integrated Digital Imaging, Intranet/Internet, Digital Subscriber Line, Dialup, Eudora, Trillian, Microsoft Suite, Windows 3.1/ 95/98/NT/ME/XP/VISTA/10 Macromedia Dream Weaver, Cisco Routers, Wireless and Non-wireless Routers, Cool Edit Pro, Adobe Audition, POP3 and SMTP mail servers, Remedy, SSP, Lotus 1-2-3, LAN support, WAN Support
Education
El Centro Community College 1999-2007
Computer Science Dallas, Texas
Texas State Technical College 1996-1997
Audio Visual Productions and Integrated Digital Imaging Waco, Texas
Volunteer Experience:
Desoto High School
“Big Brother for a Day College Day”
Dallas West Church of Christ
Voting Support Committee
Seneca Holland
1217 Laurie Avenue
De Soto, Texas 75115
Home: 469-***-**** E-mail **********@*****.***
Work Experience
Volt Technical Resources November 07 – 12
CSR I/TSR I Dallas, Texas
*Established and maintained good customer relations by providing quality assistance
*Process customer’s requests and rectified billing errors
*Accurately entered orders, determined correct products, ship location and specific request
*Monitored the productivity of the Network Operation Command Center
*Received and responded to telephone, fax, written, and e-mail inquiries from internal and external sources
*Maintained appropriate follow up measures, open orders, back order communication
*Used suggestive selling techniques to add on sales of products on all inbound calls
Work Experience
Assurant Technical Solutions December 2006 – August 2007
Level I Customer Service Technician
Garland, Texas
*Established and maintained good customer relations by providing quality assistance
*Accurately entered orders, determined correct products, ship location and specific request
*Received and responded to telephone, fax, written, and e-mail inquiries from internal and external sources
*Used suggestive selling techniques to add on sales of products on all inbound calls
*Notified customers of any promotional offers
*Resolved client’s issues and escalated any serious problems on open trouble tickets
*Process customer’s requests and rectified billing errors
Work Experience
Internet America January 2006-Dec.2006
Level III Customer Service Technician Dallas, Texas
*Monitored networks for alarms or certain conditions which may require special attention to avoid negative impact on the networks performance
*Utilized various trouble ticket software programs to accurate open/close issues with networks, hardware, and software issues
*Dispatched technicians to handle onsite issues at client’s homes and businesses after diagnosing network issues and determining it was not a computer hardware/software issue
*Dispatched technicians to repair fiber optical and cable problems in other states and cities when the issue could not be resolved by remotely assessing the satellite or access point and attempting to fix the matter or resend the signal to the afformentioned access points, modems, routers, or satellites
Seneca Holland
1217 Laurie Avenue
De Soto, Texas 75115
Home: 469-***-**** E-mail ***********@*****.***
Work Experience
Telvista February 2003-July 2005
Level II Customer Service Technician Plano, Texas
*Received up to one hundred inbound calls per day based on call volume
*Tested Electro-Optics systems and sub-systems in a dynamic production environment
*Followed test procedures, set up and calibrated test equipment and troubleshot as required.
*Observed, analyzed and reported test data.
*Utilized engineering, scientific drawings, and manuals to perform test functions.
*Accurately documented detailed information through manual reports and/or computer inputs.
*Maintained calibration recall lists.
*Pulled and analyzed yield data and maintained range charts.
*Maintained configuration and data management in accordance with program requirements.
*Presented technical concepts in a clear manner to customers
*Identified, resolved, and communicated customer and product satisfaction issues to management
*Performed problem analysis resulting in resolution of product related problems
*Logged all support incidents so that recurring problems were reported and tracked
*Designed developed maintained and documented script automation code
*Performed billable work as needed, including production installation, data migration, and training.
* Monitored networks for alarms or certain conditions which may require special attention to avoid negative impact on the networks performance
*Utilized various trouble ticket software programs to accurate open/close issues with networks, hardware, and software issues
*Communicated with clients via email in order to resolved open trouble troubles
*Accessed various databases to provide customers with one call resolution
*Handled irate customers and escalated calls from dispatchers and first and second tired technicians
Work Experience
Metro One Communications July 2000- September 2002
Level II Customer Service Representative Dallas, Texas
*Established and maintained good customer relations by providing quality assistance
*Provided efficient service to clients regarding orders, product information, and account processing
*Received and responded to telephone, fax, email inquiries from internal and external customers
*Determined correct product or information needs of customers in a timely manner
*Maintained appropriate follow up measures, open orders, back order communication, shipping information, account matters or product information
*Accurately entered orders, determined correct product ship location, and information that the customer required
*Used suggestive selling techniques to add on sales of products on inbound calls
*Notified customers of any promotional offers
*Gathered information from resources about products relative to specific customer requests
*Reviewed customer inquiries, problems, and requests; determined appropriate solutions and/or responses
*Proactively initiated the promotion of products and marketing programs directly
*Participated in special projects or assignments as requested
Additional important information
The reason I have a long gap in between jobs is because I have a disability and have been under the doctors care for over a decade. I am legally blind and have a rare eye condition called kerataconus that required a cornea transplant and then another surgery to repair muscle damage on both eyes. My eyes have stabilized and I’ve been given the green light to return to work from home. I can provide the necessary documents for proof of this such as my certificate of blindness.
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