OBJECTIVE:

EXPERIENCE:

12/2015 - Present

Desk Side Support Consultant

Troubleshooting issues in a windows environment.Troubleshooting medical programs within a windows environment.Password resets and account unlocks through active directory. Troubleshooting VPN connectivity issues. Diagnosing hardware issues in laptops, printers, and PC's.Resolving or routing tickets to other departments as needed. Creation of training materials to be implemented in a classroom setting. Teaching training classes for existing agents. Floor support for local agents and agents at a remote site.

3/2014 - 1/2015

Industry: Computer/IT Services

Quality Assurance Auditor

Evaluating calls taken by agents on call center floor and providing feed back to supervisors on how their agents can improve their performance. Evaluating processes and procedures followed by agents and providing feedback to the client as to how they can improve the overall quality of support given to customers during weekly meetings.Train new hire agents on quality process in a classroom setting. Creating a weekly progress report and sending it out to the client. Conducting weekly meetings with the floor supervisors and providing feedback on agent progress. Keeping agents up to date on changes to the quality process. Coaching agents on quality process.

7/2013 - 3/2014

Industry: Computer/IT Services

Service Desk Coordinator

My primary duty is overseeing the reimaging of various PC's and POS device software and trouble shooting issues related to the reimaging process.

Overseeing the reimaging of PC’s and POS devices for multiple stores per day utilizing the SCCM software.Configuring devices after software reimaging.Troubleshooting POS device functionality via Citrix remote desk top software and other remote access tools. Working with technicians on site to resolve hardware/software issues related to the reimaging process. Entering store and device information into Excel spreadsheet for later use.

1/2007 - 6/2012

Technical Support Representative

Provided technical support for connectivity and web mail issues for DSL and fiber optic internet residential and business customers using Win. XP, Vista, or Win. 7, MAC OS X or higher. Assisted customers verbally or with the use of remote desk top software in configuring Outlook, Outlook Express, MAC mail client for personal and business purposes Used remote desk top software to assist customers in configuring wireless network set up. Trouble shot DVR connectivity issues and walked customers through general usage. Trouble shot picture and sound issues to either equipment, customer provided equipment, cabling, or services. Assisted customers in connecting new Set top boxes onto fiber optic network. Walked call center floor assisting agents with issues pertaining to customer calls. Trouble shot voice service issues to either service or customer equipment. Entered trouble tickets for equipment replacement and technician dispatch to customer’s home in Remedy, CAD, iCAD Clarify ticketing systems

9/2004 - 5/2005

Industry: Retail

Curtesy Associate

Customer service and general maintenance

Provided in person customer service to customers needing assistance taking purchases out to their vehicle.General maintenance of lot and in store facilities.Acted as concierge routing inbound calls to proper department.

1/2004 - 3/2004

Industry: Staffing/Employment Agencies

Technical Support Representative

PC Support

Provided technical support for general functionality of Microsoft office software applications.Assisted customers in upgrading from current OS to Win XP Instructed customers on requirements of configuring Outlook software and walked them through entering information within the program.Determined what issues ( hardware and peripherals) went to different departments and transferred to correct groups when needed.Entered trouble tickets in Dell ticketing system.

8/2002 - 10/2002

Industry: Staffing/Employment Agencies

Customer Service Representative

Assisted applicants with online application process

Verified status of employment applications for candidates Assisted with walking candidates through application process.Assisted in setting up and scheduling applicants with interviews in Sieble and ticketing system.

1/2001 - 3/2002

Technical Support Representative

Internet service Provider Support

Provided support for connectivity and email issues to customers on a dial up network.Trouble shot customer issue to hardware failure or user error.Assisted customers with basic functionality of services.Assisted technicians with issues pertaining to customer calls as a 2nd Tier agent including handling supervisor escalation calls.Entered in trouble tickets and attached documentation to existing tickets in Microsoft ticketing system.

EDUCATION:

8/1995 - 6/1999

High School or equivalent

SKILLS:

Skill Name

Skill Level

LANGUAGES:

Languages

Proficiency Level

HONORS & AWARDS:

Numerous customer recognition awards for service

Most improved handle time

Agent of the month

Agent of the week

INTERESTS & HOBBIES:

photography

Spending time with friends and family

education/learning

Books/Reading

music

Art

Bicycling