customer service/call center

Charlene D Powers

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

Detroit, Michigan 48219

Home: 313-***-****

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

OBJECTIVE:

A position as a Help Desk Analyst and to become certified as a Microsoft Certified Professional (MCP).

EDUCATION

Associates of Computer Information Systems, Henry Ford Community College, 5/92

OPERATING SYSTEMS: HARDWARE: MAINFRAME:

WINDOWS XP NT/95/98/ IBM/COMPATIBLES AS/400

NOVELL LANNETT HUBS MEMOREX TELEX

DOS CISCO ROUTERS

HP/LEXMART PRINTER WINSERVICE

SOFTWARE:

MS-OFFICE INTERNET EXPLORER ACTIVE

GROUPWISE LOTUS NOTES DIRECTORY

INTRANET MAGIC SUPPORT DOCS OPEN

PROFESSIONAL HELP DESK NETWIZARD CYBORG

EXPERIENCE:

3/25 – 7/07 Vision IT/EDS – Call Center

HELP DESK COORDINATOR ASSOCIATE

Contracted to Daimler Chrysler to assist employees with

Hardware, software, passwords and internet concerns.

2/05 – 5/06 KPM Group –Pension Benefits

RETIREE BENEFITS SPECIALIST

Contracted to LaFarge NA. Manufacturing Company

Assisted employees with Medical, Dental and Life Benefits.

08/04 – 12/04 Zero Chaos – Call Center

CALL CENTER REPRESENTATIVE

Contracted to EDS (Electronic Data Systems) to assist as a

Call Center Representative for General Motors’s Pension Center

Assisted retiree’s with their retirement packages and concerns.

05/01-6/04 Moore Brothers Plumbing & Heating

CUSTOMER SERVICE REPRESENTATIVE

Responsible for dispatching work to technicians, handling incoming calls and customer related issues. Preparing invoices

and proposals, scheduling inspections, incoming mail, banking.

12/98-12/99 Strategic Staffing (On contract to City of Detroit).

HELP DESK TECHNICIAN

Answered and logged approximately 50 inbound calls per day

using PHD (Professional Help Desk) software to generate

trouble tickets for over 26 agencies within the City of Detroit.

Provide remote support and troubleshooting on network

connectivity, hardware (PC’S fax machines, printers, scanners) and Software (MS-Office,GroupWise, Oracle, and Internet )

problems for end users using Windows NT and Memorex Telex mainframe.

Reset passwords and provided support for. DRMS (Detroit Resource Management Systems) oracle based financial project.

Assisted users with telephone problems through communication

with Ameritech to place work orders.

Liason between users and hardware vendor, placed work order.

6/98-10/98 Interim Technology (On contract to Butzel Long, PC)

HELP DESK TECHNICIAN

Worked in a help desk environment, answering phones

Provided remote and on-site support for users in a windows

98/novell environment.

maintained MS-Excel spreadsheet of SQL errors in MS-Word.

Reset user passwords and provided user access to network.

1/97-6/98 Olde Discount Corporation

HELP DESK TECHNICIAN

Answered high volume of inbound calls in a Help Desk

environment using Windows 3.11, AS-400 and Stratus.

Generated trouble tickets in Support Magic for 2000

users in 186 branches.

Provided remote support for hardware, software and

network connectivity in Windows 3.11 and 95.

Trained new Help Desk staff.

Conducted training class for new employees on IP addressing

intranet software and basic computer operations.

REFRENCES

Available at request

Contact this candidate