Data Entry Specialist with Office & Support Skills
Resume:
LORRAINE BEDUS
Newington, CT 06111
********.*****@*****.***
Typing Speed: 75-80 WPM
Self-motivated IT and call center professional adept at negotiating and resolving issues with a positive result. Proficient in areas Help Desk Support, Data Entry, and Operations Support. Prior experience as a Workflow Analyst with knowledge of application of basic financial and accounting practices. Prior experience in call center quality analyzing calls and reporting to management. Specialize in managing relations with both smaller and larger vendors and corporate clients.
Exceptional analytical/problem solving skills
Good communications
Adaptable
Strong interpersonal skills
Superior multitasking skills
Excellent trainer Quickly learns software applications
Dedicated team player
MS OFFICE Suite
Office 365, Outlook 365
Windows 7, 10 OS Support
ROFESSIONAL EXPERIENCE
Hallmark TotalTech
State of CT Department of Education
4/1/25-8/30/25
Contract position until 8/30/25. Department is responsible for auditing Grants provided to schools by the Federal and State governments. Responsible for manipulating data for 18 schools in order for the auditors to test to determine that Grant requirements are being met and funds distributed according to Grant guidelines. This requires taking data from CSV files and pulling the information into Excel spreadsheets. Also building reports to verify payroll information is correct. Projects assigned as needed.
State of CT Department of Early Childhood 3/20/23 –12/29/23
A new Public Act went into effect governing licensing for daycare centers and camps for background checks and fingerprints for staff. Temps were brought in to support the opening of over 500 summer camps providing assistance in setting up accounts in the new state system for background checks and fingerprints. Required to manage high volume voice mail bringing all calls to resolution or escalation as needed; answering emails; providing information to the IT department for issues that require a high level of resolution and special projects as assigned. Contract end date was 12/29/23.
TekSystems
Baystate Hospital - Temporary Assignment 12/7/2021 – 2/25/22
The Hospital was doing a migration of 20,000 end users with Outlook accounts to the cloud. The contract was expected to go until April, 2022 but instead ended on Friday, February 25, 2022. We were required to take inbound calls from Hospital staff who had been migrated and needed assistance accessing their email from the cloud. Issues beyond that were referred to the next level. We were responsible for making sure all staff members were able to access their Outlook accounts after being migrated.
Manpower 1/2021-7/2021
COVID Call Center Rep - Temporary Assignment
Responsibilities included taking inbound and making outbound calls to NY citizens on behalf of the NYState Department of Health. This included verifying each person for eligibility and comorbidity as well as age. I was responsible to find a state site or local business that was providing the vaccine and then scheduling the appointment. NY was at 50% of everyone vaccinated and with the reduction in call volume, positions were eliminated.
NLB Services 7/9/19 – 2/28/20
Helpdesk Technician – Temporary Assignment
This is a consultant position assigned to the Aetna IT Helpdesk. Responsible for providing technical support to Aetna end users using special Aetna applications. This includes resetting passwords for the network, RUMBA and other Aetna specific applications. Knowledge of RTS remote connection tool to resolve issues; resolve Outlook issues; bitlocker issues; Using their KB directory research troubleshooting process and bringing documentation errors or missing information to management to resolve and update; international call center residing in the corporate office handling calls from all over the world; Six month assignment
Bank of America 4/2019 -4/2019
Data Entry Specialist – Temporary Assignment Brought back in to process IRS payments for BoA.
On boarded with specialized training in the use and process for IRS applications installed on Bank of America computers
Used software to process payments directly to the IRS
End date was specific to Tax Season.
Bank of America 8/2018 -2/2018
Operations Specialist Temporary Assignment
Brought in to assist with compliance.
Responsible for researching tax compliance issues with their clients and reaching out to those clients to obtain proper and current tax documentation.
If clients do not produce the proper documentation, the issue is referred to the legal department and ultimately to the IRS to withhold any funds that may be owed.
Position had a specified end date which was as of December 28, 2018.
MASS MUTUAL 4/2018 -5/2018
Helpdesk – Temporary Assignment (Backfill)
Brought on for a short term temp assignment.
Responsible for password resets
Assisted end users with application specific issues regarding the MS OFFICE Suite, Window OS, Active Directory, Office and Outlook 365 and other company specific applications.
Followed the escalation process for security violations and other projects as requested
Bank of America 1/2018 -4/2018
Data Entry Specialist – Temporary Assignment
Assigned to BOA Processing Center during tax season to process IRS payments for the bank. Received specialized training in the use and process for IRS applications installed on Bank of America computers and used to process payments directly to the IRS.
National Waste Associates Glastonbury, CT 2/2017-7/2017 VendorVendor Vendor Relations CoordinatorManaged the bidding process for potential new clients and prepared presentations
Managed the Vendor Relations Database in the AS400 and vendor website for bidding, assisted the team in resolving escalated issues with vendors
Assisted Vendor Relations Manager in preparation of the presentation to potential new clients with all new services and pricing – set up in Excel
IT Global Helpdesk, Rocky Hill, CT 1/2016 2/2017
Helpdesk Technician
Received Level 1 inbound calls from large clients to resolve computer issues.
Required to learn their software of logging calls into a special ticketing system
Password resets for Windows as well as special client applications.
Created new employee accounts in Active Directory and terminated employees.
We had network access to client sites with special applications installed and we had to troubleshoot issues.
Participated in the conversion from Lotus Notes to Office 365 for one client impacting 5000 employees.
Waste Management, Windsor, CT 12/2009-1/2016
Workflow Analyst
Supervised and trained new call center reps, assigning work to them daily.
Handled escalated issues and provided successful root cause analysis to upper management.
During storm emergencies, managed the call center to provide service to clients. In one situation, issued over $60,000 in work orders for services to the haulers to deliver open tops.
Collaborated with managers and supervisors to make recommendations for training and development and process improvement to increase productivity by implementing a first call resolution process.
Filled in as Queue manager when the manager is out, including scrubbing the queue and closing tickets that did not require to be worked. On average reduced the number of tickets from an average of 700 to approximately 300.
Acorn is their unique ticketing system and all reporting was exported into Excel. Creating pivot tables for all queues we were able to determine which tickets could be closed, worked or had issues
Created a National Emergency Hauler contact list in Excel using filters so reps could filter for specific states and get the information on all those haulers
Got Zip was a way to find haulers who would do same day deliveries. Searching the Acorn system, once you found what you were looking for the information could be exported to Excel
Error reports were generated through Excel and worked with the IT department to determine if the errors were system related or created within the departments responsible for setting up specifications for the clients.
Developed a list of emergency contacts for haulers (700 companies). This was ultimately used by the company for emergency issues arising in all departments.
Also responsible for evaluating 600 calls per month for Quality submitting reports to management and team leads
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