Harbor Payments/American Express - Help Desk Specialist/Remote Resume Example

• Handle all customer service and operating issues for specific customers. Troubleshoots complex system problems as necessary. Track, document and resolve all service, operational and production issues through the on-line Customer Service System, Phone Support, and through other tracking systems (particularly systems used for tracking technical product issues. Weekly Reporting, Credit Card Procedures. Serve as the single point of contact for the operational staff for banks. Creates and maintains user accounts on the domain.
• Creates, deletes, and modifies mailboxes, custom recipients, and distribution list on the email server and ensures optimum email performance. Re-activated Users. Participated in the testing of software for the financial Content Management System to ensure the highest level of quality. Record and document test types of testing, such as functional, regression, user acceptance, negative and installation testing. Performing Security result-using PTR (Problem Tracking Request). Remote desktop sharing. Transmission Errors/E-mail Errors, Notification of Incorrect Routing Numbers, Inserting Bank Account information for vendors. User Security Report, Change Mangers Administrative Rights, Change Federal Tax ID. Billing Zone Processing of Enrollment (AAF) Files, Monthly Statistical Reporting. Weekly Reporting, Credit Card Procedures. Consolidating data into regular reports.

• Handle high volume inbounds calls, troubleshooting complex system problems as necessary. Supporting Digital Subscriber line for Bellsouth Internet Providers.
• Responded to billing issues and pricing questions. Coordinated discontinued services and issued customer credits.
• Setup e-mail accounts and reset passwords, convert from dial-up users to Fast Access.
• Played a pivotal role in customer satisfaction data collection. Save the customer by getting problem escalated and resolved to customer satisfaction making sure the customer receive the correct modem, schedule appointments, submitted move orders, restored service and waiving fees. Made sure customer received technical support if needed.

• Maintains the AD so users can log into the domain and access domain resources.
• Creates and maintains user accounts on the domain. Creates, deletes, and modifies mailboxes, custom recipients, and distribution list on the email server and ensures optimum email performance.
• Troubleshoots complex system problems as necessary. Worked with Remedy help desk trouble tickets. Trains co-workers on domain and system administration duties. Controls hardware and software configurations for supported systems. Respond to customer trouble calls with a professional and courteous manner.
• Provided hardware and software installation, configuration and troubleshooting support for personal computers in office environment. Tests programs for accuracy and system impact. Performs feasibility studies of proposals being evaluated by higher headquarters for possible standard system applications. Evaluates in-house alterations for local requirements to IT systems.
• Monitors system for impact of changes and usages. Maintain system tables, directories, security files, and indices. Monitors flow of correspondence through email servers.
• Worked in a high volume call center answering calls and troubleshooting problems issues, and operating support systems.
• Gather problem information and determine criticality.
• Provided problem resolution, and escalation management for NCR products, and services using known solution and escalation processes.
• Responsible for distribution and billing for parts deploy.

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