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Help Desk Specialist/Remote Resume Example

Resume Score: 90%

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HELP DESK SPECIALIST/REMOTE
Summary
To secure a challenging, growth oriented position where my achievements can be utilized.
Highlights
Technical Skills: Supported O/S: Windows 3.1, DOS, Windows 7, 2000 Professional, Apple Mac, XP Vista Supported Networking O/S: Win, Novell, Supported Office Suites: MS Office 2000, 2007 MS Exchange/Outlook 4.0, Lotus Notes 4.5, Quicken, Netscape Navigator, Internet Explorer, Firefox, Call management systems: Elmer, Top of Mind, GroupWise, Remedy, SAP, OVIS, OEP, DCSS, OFS, SQL PASS, and VIRGOS, Oracle CRM, CCTOOL, BOCRIS, Loop Qualification, SOEG, Superuser, Quality Center, Alera, Bridge Track, DevTrack,
Experience
Help Desk Specialist/Remote02/2010 to 06/2013
  • Used a computerized system to respond to customer inquiries in a call center environment.
  • Responded to telephone inquiries and gathered information to resolve inquires and properly log customer calls. Received calls, emails and web-tickets for end users.
  • Manage clients' social media sites Facebook, Twitter, Google, and You Tube. Create reports that show measurable improvements for clients, work with creative team on providing technical and graphic support for social media concepts.
  • Write and post content on social media sites for clients. Help clients with email accounts. Communicate with customers' clients via social media answer questions, comment on posts. Notated comments in system. Develop and execute social media editorial calendar and posting schedule for clients' social media accounts. Write and post content on social media sites for clients. Set up and manage profiles on major review sites. Respond to negative reviews on behalf of the clients.
Technical Support Analyst/System Administrator08/2004 to 11/2006Harbor Payments/American ExpressAtlanta, GA
  • 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.
Customer Service Representative02/2001 to 01/2002Bellsouth.NETDunwoody, GA
  • 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.
Help Desk Analyst01/1997 to 07/2000GE CapitalNorcross, GA
  • 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.

.

Education
Bachelor of Science: Computer Science2015Saint Leo UniversityMorrow, GA
Associate of Arts: System Network Specialist 2003Javelin Technical Morrow, GA
Certificate: CRM, Oracle Application,BOCRIS2001Bellsouth Systems Dunwoody, GA
Certificate : Executive Secretary1987Kurr Business College Dunwoody, GA
Select OneDunwoody, GA
Certifications
Microsoft Certified System Network Specialist Certificate
Professional Affiliations

Volunteer Red Cross


Womack Army Hospital Fort Bragg, NC

2012 - Present

Fort Rucker Hospital, Fort Rucker, AL

1985 - 1986

Skills
Help Desk, Security, Bellsouth, Access, Crm, Customer Relationship Management, Microsoft Windows, Oracle, Windows 2000, Billing, Correspondence, Feasibility, Proposals, Remedy, System Administration, Systems Administration, Trouble Tickets, Call Center Environment, Clients, Customer Inquiries, Posting, Telephone, Customer Service, Receptionist, Retail Sales, Technical Support, Content Management, Content Management System, Credit, Credit Card, Federal Tax, Testing, User Acceptance, Accounts And, Collection, Customer Service Representative, Data Collection, Modem, Pricing, Satisfaction, Schedule Appointments, Executive Secretary, Red Cross, Secretary, Dos, Exchange, Groupwise, Internet Explorer, Lotus Notes, Mac, Microsoft Office, Ms Exchange, Ms Office, Ms Office 2000, Netscape, Networking, Novell, Office 2000, Outlook, Quicken, Sap, Sql, Windows 7, Answering, High Volume Call Center, Problem Resolution
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Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

Resume Overview

Companies Worked For:

  • Harbor Payments/American Express
  • Bellsouth.NET
  • GE Capital

School Attended

  • Saint Leo University
  • Javelin Technical
  • Bellsouth Systems
  • Kurr Business College

Job Titles Held:

  • Help Desk Specialist/Remote
  • Technical Support Analyst/System Administrator
  • Customer Service Representative
  • Help Desk Analyst

Degrees

  • Bachelor of Science : Computer Science 2015
    Associate of Arts : System Network Specialist 2003
    Certificate : CRM, Oracle Application,BOCRIS 2001
    Certificate : Executive Secretary 1987
    Select One

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