Experienced Customer Support Analyst

Susana cristina armstrong

**** ***** ***** ***** ½ Orlando, FL 32825 ½ 407-***-****½ *********.******@*****.***

Objective: To obtain a career that will utilize my background and experience, while offering opportunities for advancement and growth.

Professional Synopsis

Business Analyst…………..HD supply, Inc. ……………………………………..January 2008-October 2008

Serve as a resource to assigned client in area of expertise.

Gather and compile raw data; conduct research for industry trends and benchmarks; normalize the data to be incorporated into a centralized data format

Define data definitions and document limitations of the data

Provide recommendations based on findings and analysis. Provides input on policies and procedures.

Participate in department and interdepartmental projects.

Provide technical and operational support to all plumbing LOB branches within the company

Eclipse Plumbing Operations Analyst…………..HD supply, Inc. June 2005-January 2008

Assist Eclipse branches with operational, procedural and policy oriented issues to achieve rapid resolutions

Support branch inventories via phone to ascertain accurate inventory data is reported

Utilize phone, email, NetMeeting and webinars to proactively educate users and build self-sufficiency

Routed and escalated system issues to the correct departments

Eclipse Operational Support Analyst…………..Hughes supply, Inc. September 2004-June 2005

Provide phone support to all Hughes Unified branches in all lines of business

Monitor branches after they convert from Hughes legacy system onto Eclipse system to ensure adherence to the policies and procedures

Document all calls in company solutions repository

System Support Analyst Hughes Supply, Inc. April 2003-September 2004

Utilized phone, email and NetMeeting to assist users on Eclipse, H-Shims, V-Shims and Prelude systems.

Acted as liaison between branches and other corporate departments on escalated issues

Assess user issues with hardware, software or communications to provide expedient and satisfactory resolutions

Documented calls using helpdesk software thereby providing quick reference solutions for recurring issues

AP Processing Specialist Hughes Supply, Inc. June 1999-April 2003

Process accounts payable for large volume multi-branch locations on multiple point-of-sale systems

Review monthly bills and balances for accuracy

Research and communicate with vendors on past due and disputed balances

Accounting Assistant Winner’s Circle, Inc. October 1998-June 1999

Process accounts payable on QuickBooks

Work with payroll and accountants on various projects during the month

Reconcile daily cash sales and take daily deposit to the bank

Office Staff/Cashier Publix Super markets, Inc. October 1998-June 1999

Handle and reconcile daily cash sales

Supervise and train cashiers on job duties and responsibilities

SKILLS OVERVIEW

Works effectively with public; builds rapport with customers easily

Assimilates new ideas rapidly; multitasking proficiency

Successful team player or independent worker

Computer background utilizing MS Office, CMS and QuickBooks

Trilingual (English, Portuguese and Spanish)

Education

Monroe College- New Rochelle, New York………….. Completed First Two Semesters 1996

Mount Vernon High School- Mount Vernon, New York………….. 1995

References: Furnished upon request.

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