Talented Technical Customer Service Specialist with a knack for finding solutions quickly and exceeding customer expectations. Seeking to bring 15 years of experience resolving complex software issues, hardware issues and Help Desk Team Lead skills. In pursuit of an opportunity to bring enthusiasm for creative solutions using ITIL Best Practices.
Automated repeatable tasks in the call center where possible to increase efficiency
Consistently received a 100% rate of customer satisfaction
Implemented network access for field technicians
Promoted and marketed the call center to company employees
Created a video presentation for a Password Self Service roll out project
Worked on a team to retrieve and organize information from the current ticketing system to a new call center ticketing software application HEAT 2013 Service Management.
Managed office operations
Purchased supplies and materials to ensure compliance with state regulations
Prepared payroll weekly, calculated time sheets, processed payroll reports for 15 employees.
Created, received and approved purchase orders.
Created documents from draft, tape recordings and handwritten copy
Greeted clients and vendors, answered phones, responsible for the filing and copying of employee, state, and general correspondence.
HDI Customer Service Representative - Certification Identification: 3_1156723_1011
Continuing education in ITIL Foundation Course
Anne Arundel Community College, Arnold, Maryland
Kent Island Elks Organization:
I was the president in 2009 to 2010, demonstrating my strong leadership skills and increasing the Charter's bank account, along with implementing checks and balances for the overall Elks Lodge and increasing the bottom line and upgrading systems within the organization. Creating team spirit and camaraderie among members and officers.
I was part of the Trustee team seated at the 5th year, 4th year and 2nd year seats.
Chaired the Americanism committee, and the lodge newsletter for 4 years.
I was also a team member on the Veterans committee, Membership committee, Flag Day committee and the Memorial Service committee.
Proficient in Help Desk Software and Hardware Technical Support.
Excellent Customer Service Skills, Exceeding Customers Expectations Giving 100%
Documenting information for the average Client using end products, in easy to understand terms.
Proficient in Microsoft Office 2003, 2007, 2010 Pro and 2013.
Experience in Active Directory.
Testing and troubleshooting software.
Detailed in Logging Calls and Instructional Documentation, ACD Phone System, Mobile Device Setup for Android and iPhone.
Troubleshooting Windows XP, Windows 7, and Windows 8, iOS Operating systems
Apple iPhones and iPads programs.
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