Seeking the Job Title position (JOB ID# 2017-abcdefg). Award-winning customer support professional who has advanced quickly in all positions. Motivated to perform at peak levels and meet company goals. Detail-oriented [Job Title] with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical issues with ease and patience. [Job Title] with technical and troubleshooting repair expertise. Team player who is flexible, reliable and adaptable to dynamic environments. Seasoned [Job Title] with more than [number] years in customer service and technical troubleshooting. Technical Customer Service Specialist with the capacity to quickly learn and synthesize new networking technologies.
to 05/2017 APEC – ODESSA,
Manufacturer of automated processing equipment for pharma, food, and animal chow industries.
Provided first line support (Tier I-HelpDesk) for business system users via remote access on a secured server.
Identified/escalated high priority issues to Tier II gaining practical experience.
Administrator and designated trainer for new software acquisition instructing sales, service, engineering, and administrative personnel.
Delivered CRM Refresher Training.
Provided CRM user support via in-depth knowledge of business, data, and process protocols.
Determined user-issue causes and solutions via in-depth analyses.
Managed client emails/telephone inquiries with activity/solution documentation for each case, and status reporting to clients and CRM team.
Investigated/tested/developed solutions that resolved client issues/requests.
Authorized to update/change user permissions within CRM.
Created and edited CRM dashboards, forms, and workflows.
Assisted with identification/specifications for larger change requests/enhancements within priorities and backlog protocols.
Generated graphics and reports for management on Sale Leads, Opportunities, Quotes, and Sold.
Cases and Resolved service reports.
Merging duplicate companies and contacts.
Provided onsite trade show sales/estimating/quoting support for expos including IPPC (International Production and Processing Expo).
Worked closely with team members to meet or exceed all customer service requirements.
Answered telephone calls promptly and minimized delays that could lead to abandoned calls.
Compiled and accurately entered electronic data.
Installed software, modified and repaired hardware and resolved technical issues.
to 05/2017 APEC – Lake Odessa,
Conducted forensic research and digitized 50 legal pads of handwritten customer information for business development, database population, and account management cross-referencing upon Lead Sales Rep resignation.
to 12/2009 BANK OF AMERICA – NEWARK,
Major financial institution in aggressive acquisition/merger and IT migration initiatives.
to 01/2009 Bank of America – Newark,
Project Manager for internal IT technology transition initiatives supporting major global acquisitions/mergers with US Trust, LaSalle and Countrywide.
Supported rebranding strategies, BlackBerry, and email migrations.
Authored FAQs and website communications to facilitate the migration process.
Secured team approval for final roll-out.
Supported 3,500 US Trust associates, 6,000 LaSalle associates, 37,500 Countrywide associates transitioning to Bank of America email/BlackBerry platforms, as well as Lotus Notes to Exchange migration for all email and shared mailbox accounts.
Developer of HelpDesk Migration Manual for email and BlackBerry.
Tracked/posted tech issue support/resolution/escalation on SharePoint.
Computer Information Services Specialist I06/2004
to 06/2005 CECIL COUNTY HEALTH DEPARTMENT – ELKTON,
Provided technical assistance to 7 departments.
Resolved network, PC, operating system, and printer issues.
HelpDesk and desktop initial point of contact in a 150+ user environment.
Network server administrator, and system operations tech support across MS Windows, Novel, UNIX, Norton, Symantec, and Veritas.
Ensured/maintained network connectivity/integration/troubleshooting for servers, PCs, laptops, routers, switches, remote access, storage devices, printers, and scanners.
Provider of group and 1-on-1 training to end users of all technical competencies.
Maintained software compliance licensing.
to 05/2004 ST. ANNE'S EPISCOPAL SCHOOL – Middletown,
Supported 200+ students.
Executed troubleshooting for computer labs, desktops, laptops, and network printers.
Provided user education to staff and students.
Managed migrations, installations, and related projects.
to 05/2002 CECILTON ELEMENTARY SCHOOL – CECILTON,
to 12/2001 STAR ELEMENTARY SCHOOL – HASTINGS,
Associate of Arts: Data Processing Minor Accounting1981BAKER COLLEGE-
Associate of Arts: Data Processing minor Accounting1981Baker College-