IT Helpdesk & Call Center Support Specialist
Resume:
Ellen Moody
Jacksonville, North Carolina 28546
Email: *********@*****.***
Technical Summary:
Worked as a Call Center/Helpdesk Support Representative. Utilizing various ticket software packages to monitor, track and resolve customer issues in a timely manner. Experience in TCP/IP, various e-mail packages, remote access software, and hardware Installation and configuration.
Professional Experience:
CableVision – Team Lead - New York Call Center
(2012 – 2014)
Provided proficient and direct technical support customer service Optimum Voice, Video and Data services, utilizing current policies and practices on escalated calls in a complex nature.
Provided guidance and active real-time support to call center employees including handling issues that involve technical questions, irate callers, escalations, which may include researching accounts, calling outside departments and customer direct contact CableVision – Supervisor - New York Call Center
(September 2009 – 2012)
Monitored performance of the team and provided feedback to ensure that the call center and customer satisfaction goals are met. Reviewed and analyze reports regarding the team's performance including productivity, quality, sales and adherence performance. communicated and develop relationships with other optimum entities and departments
(i.e. Billing/Collections, Field Service, Network Management, Dispatch, Product Management and Marketing, Sales, Human Resources, Staffing, Security. Knowledgeable and understanding of various Optimum products and troubleshooting procedures Extensive knowledge in using various helpdesk software to open and escalate tickets to the correct departments.
CableVision - Technical Support Representative/Traffic Coordinator New York/Shelton, Connecticut Call Center
(2006 – September/2009)
Worked as a communications coordinator on the traffic desk Responsibilities include the following:
Entering Real Time exceptions
Monitored optimum call center activities using various tracking software to make sure optimum customer service reps was on the right path to resolve customer issues in a timely manner on Optimum Voice, Video, and Data products. Monitor staffing for all agent groups for the intraday tracking Opened trouble tickets when necessary and assigned to the correct departments. Responsible for short range planning and updating EWFM (i.e. workforce management) exceptions. Supported real-time call center data analysis for Optimum customer service site(s). Actively assessed and responded to staffing and traffic flows throughout several departments which included outages,
Primary technical contact for Optimum voice, video and data residential & business class customers using technical advanced digital products, which was achieved using complex knowledge of various operating systems and internet protocols, including DHCP, TCP/IP, MAC operating systems, networking and router protocol to resolve the customer issue in a timely and professional manner.
Sony Corporation – Briarcliff Manor, NY (2005 – 2006) Data Center Tape Operator
Responsible for monitoring tapes and performing backups on Mainframe and Client Server System, maintaining and monitoring systems on IBM Mainframes/AS400. Harvard University, Cambridge, MA
Kennedy School of Government
Systems Support Group/Technical Lead (1998 -7/2001) Managed all responsibilities of systems support unit, to include designing and implementing training schedules, assigning accounts to field systems analyst. Diagnosed and corrected problems associated with customer desktop connectivity to the network via remote access or on-hands. assisted with the network. Performed level II network administration tasks, to include training staff on support teams on how to setup network printers, various hardware or software packages. Using helpdesk ticket system direct on-hands with various connection issues (i.e. TCP/IP connections, remote access to network software).
Responsible for various software packages and network server installations/upgrades. Responsible for data communications configurations and outages. Trained other analyst on various technical applications, and hardware. Isolated and troubleshooted level ll network outages. Thompson Financial Services Boston, MA (1996-1998) Lan Administrator/Desktop Support
Responsible for the support of 300 users in the First Call Department Managed and installed Lotus Notes, various e-mail Post Offices and server software.
Installed and configured and troubleshooted all financial applications (Morning Star, Bridge, Goldman Sach's)
Putnam Investments Boston, MA (1993 – 1996)
Lan Administrator/ Systems Specialist
Installed/Upgrade LAN Servers software (i.e. Novell/Windows), which included various e-mail packages post office, fax server, and printer network connections. Managed all network activities for outages, installing patches, user access, disk storage, daily backups and contacting various departments and vendors on open helpdesk tickets.
Bolt Bernanke and Newman Cambridge, MA (1987 – 1991) Wide Area Network Controller ( NOC)
Monitor all remote locations using various tools to isolate and resolve via Opening tickets and contacting the correct departments in a timely manner using all tools that’s available to me, (i.e. helpdesk tickets, Network Analyst on call, and Field Service Techs).
Migrated new devices and applications into existing department of defense network systems, and private networks that were assigned.
Diagnosed and resolved network issues and created preventive maintenance procedures as well as corrective maintenance patches or upgrades. Coordinated the activities of field service representatives and developmental departments to expedite network projects and activities. Diagnosed and troubleshooted UNIX scripts.
Performed daily backups.
Massachusetts General Hospital Boston MA.
Computer Operator/Analyst
(1983 – 1987)
Responsible for supporting hospital and testing of various medical software segments.
Troubleshooted hardware/software problems
Implemented upgrades to enhance system efficiency on various operating systems environment.
Performed nightly backups on various operating systems (i.e. HP Open view, Vax/Vms, Novell, IBM).
References furnished upon request.
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