Customer service-oriented and committed to resolving problems for customers quickly and accurately to reduce downtime and increase productivity. Proficient at explaining complicated technical concepts to users of varying degrees of technical understanding. Knowledgeable in an assortment of operating systems, applications and hardware. Motivated computer professional with more than 20 years in computer installation, repair and maintenance.
Set up, tested and configured networks, desktops, laptops and printers. Installed motherboards, processors, RAM and graphics cards. Performed desktop and laptop repairs for Dell, IBM and HP systems. Troubleshoot issues and resolved problems accurately and efficiently.systems. Diagnosed, installed, configured and repaired computer systems and software. Performed diagnostic tests and repaired malfunctioning hardware and software. Monitor ticket queues in Remedy, TWOS and SNOW. Backup/restore disaster recovery team member. Answered user inquiries regarding computer software and hardware operation. Set up equipment for employee use. Performed second-level support for all workstations. Maintain all daily backup and off site storage of media.
Received and processed cash and credit payments for in-store purchases. Opened and closed the store, including counting cash, opening and closing cash registers and creating staff assignments. Placed special merchandise orders for customers. Shared product knowledge with customers while making personal recommendations. Demonstrated that customers come first by serving them with a sense of urgency. Worked as a team member to provide the highest level of service to customers. Maintained friendly and professional customer interactions. Verified that all merchandising standards were maintained on a daily basis.
Diagnosed, installed, configured and repaired computer systems and software. Maintained and supported Mitel SX200 PBX. Coordinated hardware and software repair processes with outside vendors. Ensured systems and telecommunication availability. Support all phone and data relocations. Providing training and data management support. Establish network users, user environments, directories, and security; Setup and maintain basic network operations and provide assistance to system and network administrator. Perform network troubleshooting to isolate and diagnose common network problems. Install, upgrade, and configure network printing, rights, security, software, and files services. Maintain cell and pager service. Provide staff with network and technical support. Backup/restore disaster recovery team member.
Collected customer feedback and made process changes to exceed customer satisfaction goals. Provided accurate and appropriate information in response to customer inquiries. Addressed customer service inquiries in a timely and accurate fashion. Maintained up-to-date records at all times. Ran reports and supplied data to fulfill customer report requirements.Formulated and enforced Service Center policies, procedures and quality assurance measures.Provided cross training to staff members. Properly directed inbound calls in phone queues to improve call flow. Maintained composure and patience in face of difficult customer situations. Helped customers track and ship packages, responding to an average of 50 emails per day. Support customers with online billing and account issues. Referred difficult issues to upper management while maintaining positive rapport with customer. Provided base level IT support to company personnel. Resolved customer complaints and concerns with strong verbal and negotiation skills. Displayed courtesy and strong interpersonal skills with all customer interactions. Supported customers having data connectivity issues. Provided thorough support and problem resolution for customers. Assisted customers with technical issues via email, live chat and telephone. Developed and maintained positive customer relationships.
Worked with customer service supervisor to resolve customer concerns. Handled a large volume of chats and emails.
Planned travel arrangements for five executives and staff. Created and maintained spreadsheets using advanced Excel functions and calculations to develop reports and lists. Created weekly and monthly reports and presentations. Managed daily office operations and maintenance of equipment. Maintained and reserved the executive conference room calendar. Received and screened a high volume of internal and external communications, including email and mail. Managed the day-to-day calendar for the Divisional CFO. Designed PowerPoint presentations for monthly divisional meetings with top-level executives. Made copies, sent faxes and handled all incoming and outgoing correspondence. Dispersed incoming mail to correct recipients throughout the office. Maintained an up-to-date department organizational chart. Wrote reports and correspondence from dictation and handwritten notes. Planned meetings and prepared conference rooms. Managed the receptionist area, including greeting visitors and responding to telephone and in-person requests for information. Organized files, developed spreadsheets, faxed reports and scanned documents. Properly routed agreements, contracts and invoices through the signature process. Collaborated with other administrative team members, human resources and the finance department on special projects and events. Provided logistical support to visiting executives in coordination with other Executive Assistants.
Verified details of transactions, including funds received and total account balances. Researched and resolved billing and invoice problems. Conducted month-end balance sheet reviews and reconciled any variances. Balanced batch summary reports for verification and approval.
Maintained daily cash application, month-end closings. Answered customer service calls, switchboard and filing
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