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Support Center Agent/Coordinator Resume Example

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SUPPORT CENTER AGENT/COORDINATOR
Professional Summary
To obtain a position where I can maximize my management skills, quality assurance, program development, training experience, customer service, and continue a successful track record in an Information Technology environment. Solutions-focused, team oriented Health Informatics graduate with broad-based experience and hands-on skills in the successful implementation of highly effective helpdesk operations and the cost-effective management of innovative customer and technical support strategies. Proven ability to successfully analyze an organization's critical support requirements, identifies deficiencies and potential opportunities, and develops innovative solutions for increasing reliability and improving productivity. Major strengths include strong leadership, excellent communication skills, competent, attention to detail, dutiful respect for compliance in all regulated environments, as well as supervisory skills including scheduling, training, and other administrative tasks, broad understanding of computer hardware and software, including installations, configurations, system management, troubleshooting, and support.
Core Qualifications
Windows 95/NT/XPWindows2000ProfessionalWindows2000, 2003 and 2008 serverLinux/Unix TCP/IP, PX/SPX, SNMP, NNTP, IMAP, POPActive Directory Services, DNS, DHCP, Samba, Apache, Exchange Server 2000EthernetLAN/WANNetwork CablingNovell Netware Programming languages Basic, Cache, Tedium, java scriptFTPTelnetMicrosoft Office Suite: Word, Excel, Access, PowerPoint and ProjectVisual BasicSQL ServerProject managementWorking knowledge of HTML & Multimedia
Experience
Support Center Agent/Coordinator
December 2008 to August 2014 Johns Hopkins Hospital OCIS － Baltimore, Maryland
Lead helpdesk agent
  • Significant success at building efficient and effective teams Supervise and provide proper training to sub-staff members Plan, coordinate, and monitor performance of helpdesk support, guaranteeing compliance with established service level agreements Actively participates in software implementation projects; conducted checks to ensure new software was deployed seamlessly into existing environments Respond to incoming user requests including the identification, diagnosis, and resolution of customer problems via telephone, email, and web application Support internally developed applications, computer operating systems, and hardware and software applications Coordinate clinical application projects using Microsoft Project Record inquiries, provide input on, resolve or direct requests to appropriate technical area or vendor Ensure that patient data is corrected efficiently Escalate to and consult with senior programming staff to resolve problems Manage OCIS accounts for users to access the application for patient data, scheduling, billing, and note dictation Create user email client accounts and network mainframe accounts Work with the OCIS training team to provide faculty training.
Correctional Officer II
February 2005 to December 2008 State of Maryland － Baltimore, Maryland
  • Instructed lower ranking officers to be Juvenile offender specialist and provided on-the-job training Supervised all security functions during the shift as assigned by management Guarded inmates in penal institution in accordance with established policies, regulations, and procedures: Observes conduct and behavior of inmates to prevent disturbances and escapes Searched inmates and cells for contraband articles Patrolled assigned areas for evidence of forbidden activities, infraction of rules, and unsatisfactory attitude or adjustment of prisoners Escorted inmates to and from visiting room, medical office, and religious services Prepared written report concerning incidences of inmate disturbances or injuries Secured prisoners in transit between jail, courtroom, prison, or other point, traveling by automobile or public transportation and be designated Guard, Deputy.
Check Processor Associate
September 2003 to February 2005 M&T Bank － Baltimore, Maryland
  • Performed clerical duties including filing, ordering supplies, data entry and answering customer call Executed daily tie-in processes to maintain compliance with SOX (Sarbanes-Oxley Act) Managed daily check distribution and exception processing such as stop payments, positive pays, check voids, and reissuance of checks Obtained check copies from bank websites for various audits and business units, issuing cashier's checks as needed, and processing forgery affidavits with the bank Assisted in converting vendors to receive payment electronically compared to receiving paper checks.
Education
Bachelors of Science : Health Informatics, September 2014 Capella University － Minneapolis, MN Health Informatics
Associate of Science : Information Technology, September 2008 ITT Technical Institute － Baltimore, MD Information Technology
Skills

Apache, Basic, billing, cashier, clerical, hardware, client, data entry, DHCP, diagnosis, dictation, DNS, email, filing, HTML, java, mainframe, Access, Excel, Exchange Server, Office Suite, office, PowerPoint, Microsoft Project, 2000, Windows 95, NT, Word, Multimedia, network, Netware, operating systems, policies, processes, Programming, receiving, Samba, Sarbanes-Oxley, scheduling, service level agreements, SNMP, SPX, TCP/IP, telephone, transportation, Unix, websites, written, articles

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Resume Overview

Companies Worked For:

  • Johns Hopkins Hospital OCIS
  • State of Maryland
  • M&T Bank

School Attended

  • Capella University
  • ITT Technical Institute

Job Titles Held:

  • Support Center Agent/Coordinator
  • Lead helpdesk agent
  • Correctional Officer II
  • Check Processor Associate

Degrees

  • Bachelors of Science : Health Informatics , September 2014
    Associate of Science : Information Technology , September 2008

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