Customer Service Help Desk

RICHARD M. MILOSEVICH

MSCA, Network+, A+

**** *. ******** **., *** Vegas NV, 89129

614-***-**** • ********@*****.***

PROFESSIONAL PROFILE

Solutions-focused, motivated professional with a comprehensive computer and mathematic background

• Highly versatile; quickly masters new roles, responsibilities, technologies and environments.

• Demonstrates active problem solving and listening skills; diffuses difficult situations with tact and ease.

• Reputation for integrity, dedication, work ethic and analytical skills.

CORE COMPETENCIES

Team Leadership & Team Building • Troubleshooting • Customer Service • Strategic Planning

Process Improvement • Decision Making • Conflict Resolution • User Training • Desktop Applications • Networking

Research & Analysis • Project Management • Verbal & Written Communications • Presentations

PROFESSIONAL EXPERIENCE

Mathematician – Shuffle Master (Independent contractor) – Las Vegas, NV (2011-current)

Created and offered recommendations for original casino games. Computed house advantage for casino games through mathematical analysis and computer simulations. Created reports documenting probabilities and return percentages.

Help Desk Junior Team Lead – Discover Financial Services - Columbus, OH (2010-2011)

Served as a member of Discover Financial's global network. Acted as first contact for computer related calls, resolved network password incidents, and escalated hardware issues to local IT teams. Assisted in coaching other agents, running weekly and end-of-shift reports, and reviewing problem tickets for accuracy.

Conversion Team Member - J.P. Morgan Chase & Insight - Columbus, OH (2009)

Served as a key staff member of the JPMC-WaMu conversion team, with full responsibility for troubleshooting and resolving hardware and software issues for JPMC banking systems. Performed extensive research and analysis of user computers, ordered replacement parts for defective hardware, and repaired various software issues.

ODJFS Help Desk Team Member - Ohio Department of Job and Family Services - Columbus, OH (2007-2009)

Applied strategic planning, prioritization, and project management skills toward consistently achieving critical deadlines while supporting SACWIS applications. Proficiently responded to emails and phone calls on issues ranging from changing incorrect information within the system to performing detailed tasks in SACWIS. Supported other help desk team members to promote quick and effective resolution of trouble tickets.

• Designed internal website linking statistics, documents, and important information for the help desk.

• Facilitated the implementation of an updated-daily help desk portal page on the intranet, listing help desk stats, procedural changes, important outstanding tickets, and links to helpful webpages and applications.

Team Leader & Data Analyst - Teleperformance USA/CallTech Communications - Columbus, OH (1998-2007)

Promoted to Team Lead, with accountability for supervising help desk staff. Identified and addressed existing and potential issues and created proactive repairs, upgrades and enhancements for optimal results regarding Internet service, technical and software issues. Provided ongoing Internet, business, and phone support.

• Improved operational efficiency by taking the initiative to handle additional tasks, including resolving discrepancies and errors in the spreadsheet reports and creating new spreadsheet calculators.

• Utilized Microsoft programs and applications to review and evaluate call metrics and formatted data into usable spreadsheet data.

Career Note: Additional experience as a Student Instructional Aide (SIA) at The Ohio University.

EDUCATION & CERTIFICATIONS

Degree in Mathematics, Minor in Computer Programming - Ohio State University

• Honors: OSU Honors Program; Honor Roll

Certifications: MCSA, A+, Network+

TECHNICAL SKILLS

• Remedy Ticketing System

• All versions of Windows

• MS Office applications, including Excel and Word

• Java and C# programming

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