Customer Service Administrative Assistant

678-***-**** m14dpp@r.postjobfree.com

Carmen jenkins

SKILLS

Hardware Repair, MAC, REMEDY Trouble Ticketing System, HEAT Ticketing,POS,

Disk drives, CPU, RAM, Hard disk drives, Modems, Analog, Cable, Printers,

CD Rom, LCD, Networking, LAN, Hub, Switches, Windows, MS Windows XP,

Software, Excel - DOS, PowerPoint, SAP Database, Programming, Batch, MS

Windows 95, Disks, Compression, Internet, Access, Memory, Virus, Word

Perfect - DOS, Networking, Active Directory, Audio, Presentations, Tools,

Acid Pro, Adobe Photoshop, Cameras, Projectors, Drawing,Web Design, Power

Point, Video Editing, Issue Resolution, Order Tracking, Tracking,

Administrative Assistant, Customer Service Rep, General Office,

Receptionist, Sales, Typist, Call Center, Inbound, Outbound,

Representative, Inbound Representative, English Speaking.

Work of experience

June2011-Present

CDL Drive Now Corporation- Recruiting/ HR Assistant

-Assisted with employee bonus, merit increase processing through

manipulating and populating data into excel spreadsheets for review.

-Managed flow of existing employee transfers, salary increases,

adjustments and terminations to insure processing as well as process new

hire paperwork for on boarding.

-Assisted with sourcing and screening of internal and external

candidates for all open requisitions within division, also conducted first

round phone interviews with selected applicants.

-Responsible for updating and distributing weekly recruiting reports

which helped track staff, headcount, external agency utilization and

retention.

-Microsoft Word and Excel

December 2011- Present

State of Ga Technical Support- Work From Home Service Desk Agent

-Ability to analyze public service needs and to develop work processes

designed to effectively support public services.

- Ability to act as team leader and to work as part of team. Demonstrated

ability to work in team environment and to be responsive to stakeholder

needs.

-Thorough knowledge of standards and processes for the optimal structuring

and running of IT Support department.

-Proficiency with MSWord, Publisher, Power Point, and Excel.

-Ability to plan and supervise the work of others.

-Demonstrates initiative and independent decision making skills.

- Reset State of GA Agency Employee passwords, troubleshoot

network,hardware software issues.

-

June 2010- March 2011 CCI CAREERS IBM Corporate Offices

Atlanta,GA

POS Remote Technical Support

- Troubleshooting of store registers, printers, and other POS devices

to users calling the Help Desk to report a problem and log all information.

-Maintain ownership of all tickets created until appropriate resolution is

reached and communicated to the person reporting the problem.

-Escalate issues to the proper support group based on the priority and

severity of issue.

-Provide management escalation and customer notification of technology

issues, as needed.

-Accurately and extensively document all instances and actions taken in the

trouble ticket software.

-Close resolved issues in the trouble ticket system./ Maintained a 30%

solve rate per week

-Perform other departmental duties as assigned by the Help Desk Supervisor.

-Supported over 200 clients at over 500 locations daily.

August 2008- March 2010 The Atlanta

Public Schools Atlanta, GA

HR/Help Desk /Administration

- Use HEAT Ticketing system to report trouble tickets.

-Troubleshoot network connectivity/ Power issues.

-Use Active Directory to reset passwords and Network ID (Up to 40 password

resets again).Add/Delete User Accounts.

- Use customer service skills to effectively resolve issues.

-Collaborate with Administrative Team to advertise open positions; perform

background checks,

check references, research licensure and teaching credentials to assist the

hiring process; conduct

interviews for hiring; screen applications; document thereof.

-Maintain files of resumes, letters of interest and applications

-Collaborate with Administrative Team and appropriate committee to organize

and develop

employment procedures for the assimilation/induction of all employees new

to the school.

-Receive, ensure proper documentation of and categorize grievances

(employment, interpersonal,

business).

-Administer employee benefit program.

-Develop teacher assistant schedules

-Maintain and track Leave Balance System and provide data to staff upon

request

-Complete termination paperwork

-Maintain Personnel Files for all employees

-Recruit qualified substitute teachers and maintain updated list for

teachers to use

-Provide up to date information regarding salaries etc. to Administrative

Team as requested

June 2008-August 2008 Computer

Generated Solutions Atlanta, GA

Technical Support Rep

-Responds to customer requests for technical services, answering routing

questions on the function and use of products.

-Utilized company specific software to help troubleshoot, diagnose and

solve problems .

-Posse demonstrated proficiency in hardware/software support,

troubleshooting, password resets, anti-virus questions and networking

issues in a Windows based environment.

- Familiar with MS Office /working knowledge and understanding of basic

networking and Windows.

-Experience using or supporting Microsoft Windows XP, Microsoft Office

2000/2003, hardware, local network printers and Symantec Antivirus.

March 2008-June 2008 The Home

Depot (Corporate Office) Atlanta, GA

Hardware POS System Support Analyst (Help Desk)

Troubleshoot all information technology issues including:

-Use of the Electronic Journal tools to gain access to register

transactions, update POS Reports.

-Use of a Linux based shell to update store information.

-Update the Store Batch Information.

-Escalate to Level 2 support if failover occurs.

-Support POS Systems such as: Registers, Special Services, RTV's, Kronos

Clocks, Mobile Carts, Credit Card Machines.

-Pinging POS Systems to establish connectivity.

-Use Vantage ticketing system to log problem details.

-Troubleshoot problems associated with ISP (In Store Processor) and PSP

(Point of Sale Processor)

-Clear printer queue's using HLP1( Linux App.)

-Rebuild registers using command prompt's.

-Identify appropriate switches in IDF boxes if needed.

-On daily basis, downloaded system data and performed troubleshooting

procedures on POS terminals

January 2008 - March 2008 Pitney Bowes

Management Atlanta, GA

Technical Onsite Representative

-Usage kit installation/ Clear Paper Jams

-Toner Replacement/Meter Reads

-Vacuums and clean equipment regularly

-Color printer calibration/Fill paper trays

-Documentation of printer activity in management software

-Use remote management software to track printer activity.

-Update appropriate databases with equipment change.

-Monitor asset procurement, supplies ordering and services issues.

-Use IBM's purchasing requisition system to order, stock, and replenish

supplies for each printer that is identified.

-Maintain identified metric reports.

June 2007- January 2008 Comcast

Cable Company Atlanta, GA

High Speed Internet Account Executive(Help Desk)-Customer Service

Rep/Telemarketing

-Prioritize and dispatch service and installation requests to field

associates via phone and two-way radio in

- Act as a liaison between technical and customer service.

-Communicate with technicians and installers in the field to monitor job

status,

-Initiate actions to verify or respond to changes in appointment times,

including contacting customers to verify scheduled appointments, notifying

customers when field associates will be late, processing paperwork to issue

credits for late appointments, rescheduling missed appointments,

-Resolve service call/installation work orders, make notations on accounts

as needed, and record completion codes in order to provide accurate service

history.

- Utilize REMEDY Ticketing system to create trouble tickets and case

numbers.

-Troubleshoot and assist CSR's with technical troubleshooting problems as

required in order to reduce service calls.

-Cross-train in other job duties within the department and cross

departmentally in order to increase versatility.

-Telemarketing to sale products to customers

-Cold Calling

education

January 2010- Present Westwood College Online

Atlanta, GA

-Information Systems Security BS

August 2006- April 2007 Omni Technical Institute

Decatur, GA

-Information Technology Certification/Associates Degree

Contact this candidate