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Technical Support Specialist II Resume Example

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TECHNICAL SUPPORT SPECIALIST II
Professional Summary
18 years experience in Client Services Provides Service Support Specialist (SSS) support to 4 locations SSS team member with both on-site and virtual peers Proven management and leadership ability Acting manager when executive and management team off-site Acting manager during manager time off Quality Survey follow up -held accountable for increase in score Attend SIS sessions with associates and providing guidance and assistance with meeting goals Maintain team discipline Develop team professionalism and standards Approachable and flexible Can do/will do attitude Role model to department with regard to work ethic
Skills
Work History
Technical Support Specialist II 10/2001 to Current
ADP – New York-Northern New Jersey-Long Island NY-NJ-PA

18 years experience in Client Services
Provides Service Support Specialist (SSS) support to 4 locations
Provides special support to associates new to their posistion
Proven management and leadership ability
Acting manager when executive and management team off-site  Quality Survey follow up -held accountable for increase in score Attend SIS sessions with associates and providing guidance and assistance with meeting goals
Provides special support to associates new to their role
Assist associates in reaching their goals - coaching-mentoring
Maintain team discipline
Develop team professionalism and standards Approachable and flexible Can do/will do attitude
Role model to department with regard to work ethic
Sr. Service Support Specialist II 05/2000 to Current
 Augusta, GA
  • Provide technical assistance to CSR's via SSS line (virtual) and support queue Mentor associates in preparation for their SBP exam and other training Monitor CMS daily Use Microsoft Office to develop training modules for CSR training (Year - End) Meet SSS special project deadlines (LUMIN, Solutions, YE booklet) Provide direction to department on procedures/policies Special client projects as needed Escalated calls - following to resolution of task Volunteered to assist Corporate IAT team for testing in April and July releases MDT Program 2007 - Project Manager: Project Manager for MDT Project -"Solutions for Call Management" Had 4 focus groups reporting directly to me Scheduled and supervised meetings with focus groups and entire MDT group Documented and created Power-Point Presentation for Executive Management presentation E-Recognized for MDT Project Manager role Monthly development meetings with MDT Mentor, SBS General Manager (Rich LoVerde) Successfully completed MDT training.
Sr. Client Service Representative/New Business C 08/1996 to 06/2000
Executive Assistant 08/1992 to 09/1996
  • the Vice President of Client Services.
Education
Bachelor of Arts Degree: English Montclair State College -
Associates Degree: Applied Science Professional Secretarial The Berkeley School -
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Resume Overview

Companies Worked For:

  • ADP

School Attended

  • Montclair State College
  • The Berkeley School

Job Titles Held:

  • Technical Support Specialist II
  • Sr. Service Support Specialist II
  • Sr. Client Service Representative/New Business C
  • Executive Assistant

Degrees

  • Bachelor of Arts Degree : English
    Associates Degree : Applied Science Professional Secretarial

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