Customer Service Specialist

Summary

A strong self-motivator with over ** years experience in an IT environment, who possesses powerful troubleshooting skills. Friendly and outgoing team player with extensive experience in problem resolution stemming from direct customer contact on a daily basis. Familiarity with over a hundred Mohegan Sun computer applications. Continually strives for a high first-call resolution.

Work Experience

Mohegan Sun, Uncasville, CT

Customer Service Specialist June, 2011 to June 13 2025

Answers calls from casino workers with computer issues. If unable to rectify the situation over the phone we dispatch Technical Support Technicians to visit the site of the computer issue.

Customer Service Specialist II June, 2009 to 2011

Responds to service desk calls from the casino floor and troubleshoots many software related calls over the phone, or by remote connection to the caller’s computer. Dispatches any hardware issues only if they cannot be immediately resolved on first call. Conducts supervisory tasks such as delegating issue resolution to level I support and preparing reports. Performs problem-solving on various platforms, including AS400, AIX, and Windows.

IS Training Specialist March, 2004 – June, 2009

Trained employees in multiple casino applications, including ACSC, time and attendance tracking, Infinium, and Media Encryption hardware and processes. Developed and presented training materials (presentations, handouts) and classes for several in-house software development projects. Maintained and administered eLearning classes for use by employees through a corporate IBM Learning Management environment.

Support Analyst 3 July, 2003 – March, 2004

Functioned as the Service Desk’s expert in the administration, maintenance and support of casino applications, business applications and/or system interfaces. Researched, resolved, and responded to complex technical problems received from customers or calls escalated from levels 1 and 2. Utilized the appropriate computer system diagnostic tools and applications, and referencee vendor manuals and internal documentation to determine probable cause and corrective action. Created processes and procedures for an online knowledge base: applied past history and solutions database in problem solving, and analyzed call reports for trends or possible continuing problems. Escalated unusual or complex problems to development team or vendor, while maintaining ownership to ensure that issues are resolved.

Application Support Specialist April, 2001 – July, 2003

Responsible for the maintenance of thirty plus applications throughout the casino floor. Responded to application problems dispatched from the Service Desk. Responsible (with Team) for the implementation and development of new applications.

Desktop Support Specialist October, 2000 – April, 2001

Responsible for maintaining and repairing all printers on the casino floor. Repaired and conducted troubleshooting for all PC’s throughout the casino. Responded to Heat tickets dispatched from the Service Desk specialist.. Imaged and/or rebuilt PC’s as required. Took action on Application Support calls during off shift hours.

Education

2004 – Present Quinebaug Community College Danielson, CT

4 credits left on an AS in Computer Systems.

Professional Development and Achievements

·Windows Applications: Smarttime, Smartstaff, Espresso, Gimms, Micros 9700 Remote Management Console, Empowertime, Ascent, Espresso, Microsoft Office, Quick Works, Adobe Creative Suite (Photoshop), Autovalet, Avatar, BarTech, Chinese Star, Bravo, IDWatch, Janus, Maximo, Tournament Manager, OnBase, Passkey, QCP, CVPS, Dollars on The Net, Netvupoint, CCI HOTSOS,

·AS400 Applications ; Stratton Warren (MMS), Fast Fax, ACSC, LMS, ARTS, Infinium.

·AIX Applications: Gaming Hospitality Systems (GHS

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