Customer Resolution Specialist Resume Example Roche Diagnostics

CUSTOMER RESOLUTION SPECIALIST

Career Overview

Seeking a position as a Cyber Security professional, Linux-Red Hat or Unix Systems Administrator, Helpdesk Analyst and an overall IT opportunity for Temp to hire or immediate perm hire

Qualifications

Web content management
Database servers
Local remoter systems support
UNIX/LINUX
Strong collaborative skills
Optimizing and performance tuning
Testing
Excellent problem solving skills
Customer needs assessment
Windows-Based Environment Programming
routers, servers

Cyber attacks (MIM,SYN/AKN, Denial of service attacks to name a few)
Disaster prevention and Recovery
Patch management
Proficiency in TCP/IP protocols
Structured query language (SQL) expert
Information security
Network asset management
Network penetration testing
GUI and tools

Technical Skills

Skills		Experience		Total Years		Last Used
Cisco, Citrix, Cryptool,Stenography,OpenSSH,Putty		6		6		used daily

Accomplishments

Worked with a blue team to establish a preventive care plan used to strengthen network against cyber attacks, exploitations and security vulnerabilities

Installed, maintained LAN/WAN/VPN network hardware and software and security systems

Provided Network Security and Support

Acted as first point of contact for technical issues, system failures and disaster recovery.

Acted as support for help-desk technicians and IT Department.

Work Experience

Roche Diagnostics Calverton, MDCustomer Resolution Specialist03/2015 to 09/2015

Answering inbound calls as needed for customers with Accu-Chek products and troubleshooting over the phone.
Providing excellent customer service to U.S and Canadian consumers as needed.
Effectively troubleshooting devices, and providing technical support, as well as educating consumers on the use of diabetic blood glucose meter and other testing supplies.
Maneuvering through several computer applications such as Microsoft office, Outlook, word, performing Internet searches as needed and using other software issued by company to log customer information, respond to concerns, and communicate with team members and management as needed.
Demonstrating abilities by a proven track system.
Meeting weekly KPIs (Key Performance Indicators/ metrics) as required to maintain position.

ABM ServicesCalverton, MDHelpDesk Analyst08/2012 to 01/2015

Providing employee assistance, clearing out tickets daily Installing software Hardware, software maintenance Checking firewalls for effectiveness Putting up restrictions on employee networks as required Assistance with password setup and lockout Providing end-user desktop support, fixing connectivity issues and maintaining security access.
Editing, deleting files Issuing permissions for access Contacting company personnel as needed for product replacements, repair of hardware, software issues or upgrades Testing, documenting and implementing software and hardware as instructed by senior staff.
Provide basic software education for end-users.
Provide reporting from help desk software systems Creating network and application accounts.
Maintenance of systems as required.
Providing virtual assistance Upgrading system software and rebooting programs as needed Granting and revoking employee permissions as directed.

Securitas Calverton, MDTier 1 helpdesk03/2009 to 07/2012

Reviewing and resolving ticket concerns on a daily basis Providing in-house support of computer systems Updating software, cleaning out spyware, giving and taking away permissions Creating and editing file ownerships as needed Configuring network systems etc Also aiding with customer service needs, directions, emergency calls, 911 EMT techs, doctors and nurses.
Log and prioritize calls and provide reports as required Granting access to facilities for newly hired and old employees Package, prepare and give out required equipment to staff members as needed Act as a central processing hub for incoming and outgoing mails Provide level 1 technical support as needed per job description Assisting IT supervisor as needed.

Residential Lending CorporationCalverton, MDMarketing01/2004 to 01/2008

Scheduling appointments for contractors in-house to go to homes and do remodeling jobs as needed Coordinate work orders for Contractors and Home owners.
Estimate work order completion dates and needed resources for job completion Facilitate home improvement loans for homeowners and investors Collect information over the phone and put customers in touch with in-house loan officers who help customers refinance in order to reduce mortgage payments Assist loan officers prepare documents for refinancing Process and protect client's personal identifiable information such as SSN, DOB, Income etc.
Make outgoing sales calls to potential clients and explain our products with competitive rates and incentives Process incoming calls and follow up on previous leads Working on a productivity tracking system, attaining goals set in order to maintain position.

Education and Training

Masters:Cyber Security2014University of Maryland University College, Bowie, MD, usaGPA: GPA: 3.2

Cyber Security GPA: 3.2

Bachelors of Science:Business Administration Marketing2010Bowie State University, Bowie, MD, usaGPA: GPA: 3.0

Business Administration Marketing GPA: 3.0

Skills

Cisco, Citrix, network systems, computer applications, Cryptography, customer service, vi editor, Firewalls, help desk, Microsoft office,Word, excel, Outlook, Powerpoint, Windows 7, 8, 10, network, networks, Internet research,Red hat- Linux, hardware, software installation,Solaris administration, technical support, desktop support, troubleshooting, upgrades.

Resume Overview

Companies Worked For:

Roche Diagnostics
ABM Services
Securitas
Residential Lending Corporation

School Attended

University of Maryland University College
Bowie State University

Job Titles Held:

Customer Resolution Specialist
HelpDesk Analyst
Tier 1 helpdesk
Marketing

Degrees

Masters : Cyber Security 2014
Bachelors of Science : Business Administration Marketing 2010

Customer Resolution Specialist Resume Example

Resume Score: 90%

Resume Overview

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