Customer Service Data Entry
Resume:
Aletha Cross
Jacksonville, FL 32244
***********@*****.***
Profile:
I am a business professional highly proficient in Information Technology, Customer Service and Training with the ability to empower people. Serve as primary contact for and liaison between managers, and vendors and personnel. Maintain excellent written and oral communication skills, problem resolution abilities and a high level of confidentiality.
Relevant Experience:
ATT; Jacksonville, FL 9/2009-present
Customer Assistant
Provide supportive role to Operation Manger
Analyze calls for coaching
Provide customer service and technical support via telephone and remote desktop, identify and resolve hardware, network, DSLAM, provisioning issues, reset password, and installation of ADSL service
Exceptional knowledge of various DSL modems, routers, Windows OS 9x-Windows 7 and Mac OS 9-X
Apollo Health Street; Americus, GA 9/2008 – 5/2009
Support Center Analyst
Customer service and technical support via telephone and remote desktop.
Maintained ad update knowledge base
Established user profiles in active directory, user environments, directories, and security
Worked as a team member with other technical staff to ensure connectivity and compatibility between systems
Installed software, performed upgrades, and configure network printers
Knowledge of various ticketing system.
Great customer-service attitude and team oriented with good verbal communication skills
Willing to learn new technologies and support them
Strong analytical and problem solving skills
Teleperformance USA; Albany, GA
DSL Support Technician 3/2004 – 9/2008
Team Lead
Provided a support role to assist supervisor is daily operations
Facilitated and participated in conference calls with vendor and other departments
Designed and implemented training program to facility an email support team
Trained staff to use programs efficiently.
Formulated, written, and implemented employees orientation manuals
Assisted in supervising, coaching, trained and evaluating agents
Communicated regularly with executive management to address ongoing strategies and concerns with the company.
Carried out team meetings and actively participating in the monthly and weekly meetings.
Documented general reports on each team member’s performance and targets as well as ensuring that they exceed the targets.
CSR
Provided Tier II desktop support for business and residential users. Responsibilities included troubleshooting desktop and peripheral issues, supervisor escalation, assisting co-workers with hardware and software questions and problems
Exceptional skills in identifying, isolating, and correcting hardware and software technical problems and working directly with the end-user or client in a support capacity
Investigated issues reported by customers in a timely and efficient manner.
Demonstrated ability to quickly diffuse irate customer
Used appropriate questioning techniques to assess issues for both residential and businesses customers
Continuously update knowledge and skills through the utilization of company tools.
Posses complete understanding of business and home networks, and wireless configurations
Provided a leadership role in a team environment
Created documentation on procedures to assist team to effectively troubleshoot various DSL, routers, and network issues
Excellent multitasking and data entry skills
Dooly County High School (Leon Echols Technology Teacher): Vienna, Ga.
Network System Administrator 8/2004- 8/2008
Installed and configured Windows 2003 server
Implemented IT security policies. Assign, utilize, and modify user login scripts and manage network access and security.
Exceptional skills in identifying, isolating, and correcting hardware and software technical problems and working directly with the end-user or client in a support capacity
Planning and implementation of rollouts, OS and software upgrades, and security patches
Perform routine equipment maintenance
Provided Tier II desktop support to corporate users. Responsibilities included troubleshooting desktop and peripheral issues, assisting co-workers with hardware and software questions and problems, and deploying, moving, and setting up computers when requested
Experienced in network hardware installation and cabling
LANDesk administrative experience maintaining databases, user access and accounts, and scripts
Church of Christ Cordele, Ga.
Secretary/Receptionist 2003-2003
Provided secretarial/clerical services to five administrators; schedule appointments, book meetings, maintain databases, type and edit correspondence, maintain contracts and other documents
Independently peruse mail, compose and sign routine correspondence, draft correspondence for administrators
Handle inquiries; provide information and procedural advice to faculty researchers.
Responsible for accounts receivable functions.
Data entry, processing of checks, cash, etc
Used Excel and Word to produce a variety of reports
Provided front-line reception duties in an extremely busy office environment
Operated a multi-line switchboard and sent messages via electronic mail
Directed in-person and telephone inquiries to the appropriate locations
Education
Jones College: Jacksonville, Fl. Bachelors in Business Administration Graduated 2009
Kaplan University: Davenport, Iowa. Associates Degree in Network Administration. Graduated 2004
HDI Certified Support Center Analyst
Computer Skills:
Microsoft Word 97- 2007
Microsoft Excel 97-2007
Microsoft Outlook 97-2007
Database Management (Access 2007, Oracle, and Seibel RTM)
Networking Administration
LAN and WAN Design
Windows Operating Systems NT, 2000, 2003, and XP, Vista, 7
MAC OS 9 and 10 Tiger/Panther
Web Design
Network Administration
Reference: Available upon request.
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