Customer Service Manager

Resume: Janice Northcutt

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Janice Northcutt

***** * **** **

Phone: 773-***-****

E-mail: ***************@***.***

Objectives

Self –motivated, Technical Support Representative with many years of experience with the ability to

learn new systems and adapt with changing corporate environments.

Experience

• Experience in various Windows operating systems

• Hands-on and proactive

• Computer applications

• Local remoter system support

• System upgrades

• T roubleshooting Xp,Vista, Outlook and Vpn

• On-call 24/7 experience

• Strong problem solving/troubleshooting skills

• Data backup/ret rieval

• Network P rinter installation and configuration

Amdocs, Chicago, I L, April 2003-October 2010

System Manager Expert

• Provided support to Amdocs as well as AT & T Customers

• Set up home network for President and Vice Presidents of AT&T

• Used Remedy to retrieve problem tickets to resolve customer’s issues with software and

hardware

• Supported the development and implementation of a successful Disaster Recovery Programs

for AT&T YP

• Implemented Amdocs/AT&T I.T. Initiatives on time and within budget as outlined in project

p lans

• Strived to ensure readiness for t raining classes for CSS Implementations Support CSS

conversion schedules and deliverables

• Performed printer refresh activities as required

AT&T, Chicago, I L. November 2000-Ma rch 2003

System Support

• Retrieved t ickets through the Remedy System

• Performed lease refresh for all clients

• Met AT&T YP Commitments and improved customer relationship and service for both internal

and external customers

• Managed service levels to prevent SLA’s during the year

• Provided on time and accurate SLA reporting

• Identified customer service requirements and implemented solutions

Resume: Janice Northcutt

R H D Donnelley, Bedford Park, I L. July 1980-October 2000

Pc Technician

• Provided support to end users

• Responsible for building training facility for clients as well as setting up remote site for Sales

Reps

• Used Tivoli to retrieve problem tickets to resolve user issues with hardware and software.

Skills

Adobe, Microsoft Office, Css, Remedy, Tivoli, Windows 7, Vista and XP, VPN

Education

Eutaw High School

Eutaw, AL

Awards

Employee President Award 1998

Employee President Award 2002

Employee President Award 2006

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