A dedicated and qualified professional seeking a position that allows me to utilize my education and experience to develop my career for potential leadership roles within information technology
Proficient with all Microsoft Windows Operating Systems, 3.1/95/98/2000/ME/XP,Vista/7
Proficient with Microsoft Office (Word, Excel, Access, PowerPoint)
Working with Mainframes
Team-oriented, motivated, creative, ambitious, hard-working and punctual
Familiar with Basic Spanish At Kramden, I assist with refurbishing computers and awarding them to students and families without a computer in their home.
Software updates for Windows and Office
Loading Windows OS
Media and Creativity e.g., viewing photos, drawing images, creating flyers
Technical Support Representative, 07/2016
to Current Company Name – City,
financial software services Educate participants on the fundamentals of a financial software Provide technical support for installation, networking, and printing issues Accounting assistance to match application data with the custodian or third party Setup of core product features Log into a phone queue to answer inbound calls from advisors using the product Respond to direct customer inquiries on the phone or through e-mail to provide support Provided world-class customer service to high-end business clients in a timely, professional and courteous manner Recommendations to help advisors find the best reports or exports to meet their needs Independently research solutions for issues with limited supervision Employ escalation procedures for more complex issues.
Defined Contributions Representative II, 10/2011
to 07/2016 Company Name – City,
Educate participants on the fundamentals of fidelity's networking system Experience with internet email and shared calendars, basic networking Applying security and anti-virus software Educate fellow associates on customer, plan, products and system issues during call interactions and escalate customer or business issues as required Utilize strong communication skills, both verbal and written, to coach and influence associates to improve technical skills Identify and escalate situations that pose a risk to Fidelity and/or the customer Provide technical coaching to associates struggling with difficult concepts Experience with Windows 7, Windows 10, and Mac OS along with laptop software Identified and processed resource updates to close knowledge gaps for inaccurate information Experience with supporting Microsoft productivity applications e.g., Microsoft Office for Windows Accomplishments: Awarded caller of the month on over 10 occasions; Prospecting for Sales leads, 22.8% (goal of 10%); Spokesperson for “How are you Doing” campaign to build rapport; Created a guideline for initiating sales with possible clients; Received several top box surveys from customers; Awarded Exceptional Customer Service over 4 times site wide; Interim Customer Resolutions Manager.
Bank Teller, 07/2010
to 09/2011 Company Name – City,
Received and processed money when customers made deposits at their financial institution.
Carefully ensured and distributed money when customers wrote checks on their accounts or withdrew savings.
Processed cash payroll checks; exchanged foreign currency and loan payments; issued traveler's checks while implementing excellent customer service.
Case Manager, 07/2009
to 11/2009 Company Name – City,
Addressed barriers that impede the development of skills necessary for independent functioning in a community; performed one-on-one interventions with the consumer to develop interpersonal and coping skills including adaptation to home, school and work environment.
Assisted clients with development of skills for self-management and monitoring of symptoms.
Sales Associate, 09/2007
to 02/2008 Company Name – City,
Ensured that each customer received outstanding service by providing a friendly environment, which included greeting and acknowledging every customer, maintaining solid product knowledge and providing timely resolution of issues in a commission based environment.
Thoroughly learned the company's product offerings and contributed to an increase in monthly sales.
Pioneered new accounts and maintained a strong, growing customer base.
Responded to telephone inquiries by providing quality service to customers and associates.
Kramden Institute: Providing Technology Tools and Training to Bridge the Digital Divide
Bachelor of Arts: English Technical Writing,
May 2009 North Carolina Agricultural &Technical University - English Technical Writing GPA: 3.2
Accounting, anti-virus, Basic, CISCO, coach, coaching, Strong Interpersonal Skills, interpersonal, strong communication skills, Hardware, Hardware installation, Creativity, clients, excellent customer service, Customer Service, e-mail, email, features, financial, drawing, Leadership, Mac OS, Mainframes, Mentoring, all Microsoft, Access, Excel, money, Microsoft Office, Windows and Office, Windows Operating Systems, Windows OS, PowerPoint, Windows 7, Windows, 2000, 3.1, 95/98, Word, Networking, payroll, quality, rapport, research, Sales, Software Installation, Spanish, supervision, surveys, technical support, Technical Writing/Editing, telephone, phone, Vista, written
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North Carolina Agricultural &Technical University
Job Titles Held:
Technical Support Representative
Defined Contributions Representative II
Bachelor of Arts : English Technical Writing , May 2009
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