Customer Service Technical Support
Resume:
Lisa Curry
**********@*****.***
Objective
Seeking a new challenge in a progressive organization that offers opportunities
for advancement for a remote employee.
Qualifications
I am highly motivated to succeed. I am a well-organized individual who works
well with others as well as independently. I am a firm believer in teamwork
and my people skills ensure that I thrive in environments where I am a member
of a team. I am a quick learner who is cooperative, flexible, and calm under
pressure. I am also compassionate and as well a "people person".
Education
St Petersburg College – Associates in Arts - May 2008
St Petersburg College - BAS Technology Management – May 2012
University of South Florida - M.Ed. Curriculum and Instruction Secondary Education: Instructional Technology – May 2014
Skills
Type 65 wpm, 178 KSPM, Microsoft Visual Studio 2005, Adobe Acrobat, Adobe Connect, WebEx, Dreamweaver, Photoshop, HTML, Visual Basics, SQL, CSS, PHP, SEO, SEM, Peoplesoft, Moodle, Angel, Blackboard, as well as excellent customer service, problem solving, analytical, decision making, communication, follow-up and organizational skills.
Work History
September 2011 – Present
Arise Virtual Solutions Inc.
Arise Certified Instructor (Independent Contractor)
Working in the certification unit of Arise Virtual Solutions Inc. providing certification preparation, assessment, learning solutions for the delivery of home-based contact center agents for Fortune 10 and Fortune 150 companies. Providing skill and ability to effectively engage adult learners through e-learning methods by preparing learners to become undisputed top performers in the areas measured by our clients. These areas typically include sales goals, customer satisfaction scores, quality assurance ratings, and handling time.
June 2011 – January 2012
Geekmatics
30329 US Hwy 19 North, Clearwater, FL 33761
Web Designer (Independent Contractor)
Web site design and ensure that they are easily accessible and visually effective. The identification of all the requirements and codes for the creation of sites including forms, e-commerce capability and specialized scripts. Write Web pages in a combination of codes such as JavaScript, HTML and Flash. Development of web design templates approved. Integration of verbal and graphic content to the sites design and publish the entire site to web server and search engines. Make changes to the site and updating current information on web pages, as indicated by the client. Test website for functionality.
December 2010 – August 2011
Arise Virtual Solutions Inc.
Arise Certified Professional
Independent contractor providing technical and customer service support for Apple, Intuit TurboTax, and AT&T clients.
September 2009 – November 2010
Global Association of Virtual Administrative Assistants Incorporated
Adjunct Instructor
Planned, organized, and taught to promote successful student learning outcomes. Demonstrated strategies that encouraged the acquisition of knowledge, skills and abilities in a learning-centered environment. Used observational, oral, and/or written assessment to direct and enhance learning in a timely manner. Created, encouraged, and maintained an inclusive environment that respects multiple learning styles. Used current and emerging technologies and alternative delivery methods to enhance student learning. Instructed students in accordance with policies, procedures and approved curricula. Demonstrated commitment to professional development. Worked effectively to meet the needs of diverse student populations. Main focus of studies was that of the administrative professional delivered virtual via Moodle LMS.
September 2009 – November 2010
Global Association of Virtual Administrative Assistants Incorporated
Instructional Designer
Made recommendations for learning solutions that assisted the organization in achieving its goals and objectives, leveraging best practices and professional experiences. Worked closely with subject matter experts and conducted research to identify content, processes, and resources to be incorporated into programs. Built prototype materials and manage process to achieve agreement on learning approaches and content with facilitators. Utilized a broad range of evidence-based, interactive instructional methods, for example, simulations, games, hands-on activities, interactive case studies, and role plays as appropriate. Designed learning as a continuous process using a virtual approach through LMS Moodle. Developed training materials, including participant guides, quick-reference guides, facilitator guides, job aides, e-learning story boards, and video scripts. Designed evaluation activities. Worked with team members to keep projects on track and ensure appropriate training deliverables are produced in a timely matter. Demonstrated an ability to effectively work on multiple assignments, activities or projects.
August 2008 – November 2010
ThoughtPoint Virtual Assistants
P.O. Box 7881, Seminole, FL 33775
Team Lead/Virtual Assistant
Directed and coordinated the operations of the business. Responsible for data entry, accounts payable, payroll, managing the organizations HR, formulating policies, managing daily operations, recruitment and contracting of staff, employee development and training, policy development and documentation, performance management, ensured client and vendor file integrity. Supervised Team Leads and staff of over 20. Worked one on one with employees to assist clients with web design and development to include HTML, PHP, CSS coding on both static and dynamic sites, Wordpress and Joomla sites. Assisted in Search Engine Optimization and Social Media Marketing for clients. Trained employees whenever necessary on the routine practices of an Executive Assistant to include but not limited to research, preparing statistical reports, handling information requests, and performing clerical functions such as preparing correspondence, arranging conference calls, and scheduling meetings.
September 10, 2006 – September 2008
St Petersburg College
P.O. Box 13489, St. Petersburg, FL 33733-3489
Technical Support Specialist
Provided point of contact to end users of desktop computing, networking, and telecommunications systems. Provided first level technical support to college wide end users in order to troubleshoot and resolve system related problems, facilitate service requests, and improve customer satisfaction. Answered incoming calls to the SPC Technical Support Desk phone line and electronic mail system pertaining to selected technical systems, including the PeopleSoft, ANGEL, Microsoft Office and other selected systems. Communicated with, responded to, and assisted all levels of college personnel to describe the nature and severity of system related problems and service requests. Entered user name, description of problem, and related technical information into the Technical Support Desk database system. Provided first level answer and resolution to problems and service requests based on technical knowledge and skills, and by researching similar problems in the database. Facilitated the hands off problems and requests which cannot be handled immediately to second level technical support personnel. Researched the Technical Support Desk database to follow up with end users to ensure problem resolution and improve customer satisfaction, and to prepare statistical reports on problems and problem resolution. Performed related duties as required to exceed user expectations, and to promote a pleasant and productive work environment.
October 24, 2004 - May 31, 2005
Randstad at Ceridian
3201 34th St. S. St. Petersburg, Florida 33711
Account Processor (Temp position)
Provided partnership support to the Account Manager to maintain FSA client
accounts. Primary responsibilities were keying client and participant data in
administrative systems promptly and accurately to ensure timely account
maintenance. Processed the majority of the transactional items associated with
FSA Accounts, e.g. tasks related to renewing accounts, adding new hires,
changes, terminations, enrollment entry, address changes, posting deposits &
performing check runs, etc. Provided other administrative support to the
Account Manager and acted with authority to respond to some of the task-driven
client e-mails on behalf of the Account Manager. Processed and sorted through
daily mail received by the Account Managers including many of the internal
reports generated on a nightly basis. Performed reviews and audits of the
manual data entry work completed to ensure accuracy.
September 28, 2003 - May 1, 2004
HSN
12000 25th Court North
St. Petersburg, FL 33716
HSN.Com Technical Support
Answer incoming calls assisting customers in resolving any issues on products or
orders. Support the user experience of internal tools and front-end web applications (Search, Checkout, Wishlist).
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