Customer Service Manager

SUMMARY OF QUALIFICATIONS

Information Technology Specialist with an extensive amount of technical experience with

Windows, Help Desk systems and Telecommunication systems.

SKILLS AND ABILITIES

Blackberry Manager 4.1, Windows XP, Active Directory, Dell Desktop, IBM Laptop,

45-port Foundry Switch, Meridian, Microsoft Office Professional 2003, Docs Open,

FileSite, Visio Professional, VNC, Symantec Ghost 7.51, Citrix,

DameWare NT Utilities, Lotus Notes 5.0, eCopy, DeltaView

PROFESSIONAL EXPERIENCE

LASH GROUP

Temporary Agency, Charlotte, North Carolina

Help Desk Analyst 08/10 – 11/10

(short-term contract )

• Answered IT Support phone calls and emails

• Investigated and resolved computer software and hardware problems for customers.

• Provide 1st tier troubleshooting for end user issues

• Escalated issues requiring further troubleshooting

• Maintained communication with end users regarding issues

• Logged and managed end user issues in ticketing system

• Supported all Microsoft applications (ex. Outlook, Word, Excel, XP, etc)

• Supported all computers and peripherals, involving vendor support if needed

• Assisted with new user setup

• Communicated all enterprise, site, or department wide issues to peers for notification and manager and/or appropriate IT manager to initiate end user communication.

NOVANT HEALTHCARE

Healthcare Industry, Fort Mill, South Carolina

Help Desk Analyst 10/09 – 02/10

• Investigated and resolved computer software and hardware problems for customers.

• Resolved 90% of MS Office software issues.

• Assisted customers with Troubleshooting sources of errors.

• Utilized Remedy Tracking System and PeopleSoft Software.

• Logged and resolved approximately 100 to 150 calls daily.

• Researched and communicated resolved issues with co-workers.

• Utilized excellent customer service, interpersonal and organizational skills.

JPMORGAN CHASE

Financial Institution, Columbus, Ohio

Help Desk Analyst Tier II 07/09 – 07/09

(30 Day Contract)

• Provided support to field technicians via phone and remote access

• Utilized Eagle Tracking System

• Provided assistance with converting banking centers to new platform

• Assisted with preparing workstations for imaging, and installing peripherals

• Assisted with setting up local/network printers

• Completed multiple tasks with minimal direction

• Utilized Customer Service skills and Communication skills

• Utilized Sametime to communicate with co-workers

CADWALADER, WICKERSHAM & TAFT, LLP

Law Firm, Charlotte, North Carolina

System Support Specialist 08/03 – 08/08

• Setup and configured all handheld devices

-Installed, removed and updated applications on all handheld devices

• Answered and responded to Help Desk phone calls and emails for regional office.

• Added and maintained users on the network; assigned application access, ensured

security and maintained configurations within established company standards.

• Provided user support for company approved software and hardware

• Re-imaged laptops and desktops with Symantec Ghost 7.5.1.

• Completed computer, printer and telephone setups for new or transferred employees.

• Coordinated with other team members to resolve problems.

• Assisted users in the submission, conversion and accessing of their word processing

and PDF files.

• Logged, track, and escalated calls with Help Desk tracking software.

• Removed, replace and track back-up tapes.

MOORE & VAN ALLEN, PLLC

Law Firm, Charlotte, North Carolina

Certified Help Desk Analyst/Word Processor 02/01 – 08/03

• Supported 500 users.

• Supported applications such as MS Windows 95/98/NT/2000, MS Outlook 98/2000

and Internet Explorer in a Novell, NT and Linux LAN environment.

• Answered first line Help Desk calls for main and regional offices.

• Logged and tracked calls with Track-IT software.

• Escalated calls, provided call reporting and telephone support with

excellent customer service, interpersonal and organizational skills.

SMITH, HELMS, MULLISS & MOORE

Law Firm, Charlotte, North Carolina

Word Processor 08/00 – 02/01

• Provided production assistance using spreadsheets and desktop publishing software.

• Utilized standard and word processing applications, such as redlining, table creation,

columns, charts, and table of contents, index generation and cross-referencing.

• Created macros.

• Converted documents.

• Imported and exported documents from other software.

EDUCATION

Graduate of Robert Morris College 01/91 – 05/92

Chicago, Illinois

Central Piedmont College 08/02 – present

Charlotte, North Carolina

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