Customer Service Software

Crystal M. Johnson

**** *********** **., *******, **. 30906

(H) 706-***-**** (C) 706-***-****

Summary Overview:

Attention to detail attitude has resulted in a solid reputation for productivity, complex problem resolution and professionalism

Works well independently or in a team environment and adapts well to change

Possesses excellent follow- up skills and reports well to all levels of management

Proactive self-starter

Technology:

MS Office Suite WEB Design

Windows 2000 Professional Cascading Style Sheets

Windows XP Professional HTML/XML (Hypertext Markup Language)

Windows Vista Basic Office Equipment

Assistive Technology AS/400

Tivoli -Tec

Education:

Augusta Technical College - Augusta, Georgia

Associates Degree: Microcomputer Specialist (2005)

DeVry University – Online

Bachelors of Science – Technical Management (in progress)

Professional Experience:

2009 to ADP - Augusta, GA

2011 Remote Install Specialist

• Initiated dealership Intro Call to major car and truck dealerships regarding remote software installs

• Coordinated install activity with site contact and gathered required information necessary to complete install

• Prepared dealership sites for remote software installations and loaded software onto clients DMS

• Maintained vision database for accurate install information and ensures that case notes were written and documented in a timely manner.

• Assisted in researching contract related issues for payment processing after install

2008 to URBAN OUTFITTERS - Trenton, SC

2009 IT Support Specialist

• Provided support for Avaya phone system during outages

• Provided special support for all departments including Corporate Users

• Assisted users with various AS/400 issues such as file locks, user credentials, ect.

• Assisted users with policies and procedures for setting up new user accounts

• Handled an average of 50 help tickets per week with 60% resolved within 24 hrs

• Followed Standard Operating Policies and Procedures

2005 to ELECTROLUX MAJOR APPLIANCES - Martinez, Georgia

2008 Data Center Operator

• Provided First Level after hours support for EDS Help Desk and IT Operations staff

• Used Tivoli Tec to Monitor Global Clients and reported any outages to appropriate teams

• Monitored AS/400 High Availability (HA) and Production software for job log errors

• Monitored U.S WAN connectivity and reported any outages to appropriate teams

• Monitored PeopleSoft (CRM) connections and took designated actions

• Completed daily and monthly AS/400 tape back ups

• Ensured weekly payroll checks were printed, packaged and ready for delivery

• Provided customer service support for all end users

• Organized and Implemented Agency Business Functions

• Followed Standard Operating Policies and Procedures

College Internship

Imaged and configured IBM machines using Technology Center Software

• Installed and maintained IBM equipment such as desktops, laptops, printers, etc

• Resolved minor system/hardware problems and provided preventive maintenance

• Handled an average of 30 help tickets per week

• Organized and implemented agency business functions

• Followed Standard Operating Policies and Procedures

2003 to AUGUSTA TECHNICAL COLLEGE - Augusta, Georgia

2005 College Work Study

• Assisted Students with disabilities using Assistive Technology software

• Verified students selective service registration status via internet website

• Checked students records for outstanding educational loans

• Provided customer support for students and faculty

• Provided administrative support using basic office machines and MS office software

2000 to SITEL CORPORATION - Augusta, Georgia

2003 Customer Service Representative

• Directed America Online members in resolving technical issues

• Provided customer service support for end users

• Documented members issues and concerns using Vantive ticketing system

• Suggested new products and helped members familiarize themselves with new features and functions

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