CompuCom
Systems, INC (Apex Systems, INC)April 2016-July 2016
Help Desk
Support Technician I
· Interfaced with end users
and customers and made decisions on operating procedures, analytical
approaches, and configuration options
· Followed established
process and procedures to plan, install, test, and implement computer system
hardware or software technologies
· Provided technical guidance
and one-on-one training to end-users, both on a scheduled basis, and “as
needed”
· Prioritized workflow on a
daily, weekly and monthly basis
· Attended, facilitated
and/or researched training to increase skills applicable to job position and
workplace issues.
·
Remote
Desktop Assistance
·
Password
resets
United
Healthcare (Teleperformance USA) October 2014- March 2015
Customer
Service Representative
· Acted as the primary
contact for part D customers
· Responsible for informing
customers of available drug benefits, participating pharmacies and locations,
medications covered, running trial claims, and processing premium payments
· Resolved customers' service
or billing complaints by performing activities such as refunding money or
adjusting bills
· Completed contract forms,
prepare change of address records, or issue service discontinuance orders,
using computers
· Referred unresolved
customer grievances to designated departments for further investigation
· Determined charges for
services requested, collect deposits or payments, or arrange for billing
· Responded to inquiries and
notified customers of claim investigation results or any planned adjustments
Verizon
(TelVista INC.)2010-2011 and 2012-2013
Technical
Support Representative
· Handled a high volume of
inbound calls related to technical issues
· Order tests that could
determine the causes of product malfunctions.
· Answered user inquiries
regarding computer software or hardware operation to resolve problems
· Entered commands and
observe system functioning to verify correct operations and detect errors
· Maintained records of daily
data communication transactions, problems and remedial actions taken
· Conferred with users and
conduct computer diagnostics to investigate and resolve problems or to
provide technical assistance and support.
· Referred major hardware or
software problems or defective products to vendors or technicians for
service.
· Trained users in the proper
use of hardware or software
· Used MS Word, Excel,
PowerPoint, Outlook, QuickBooks, WebChat, Avaya Phone system
· Provided active listening
and learning, reading comprehension and critical thinking
AT&T(Pinnacle
Technical Resources) 2012
Technical
Support Representative
· Provided level one
troubleshooting for phone, cable, and internet company
· Handled customer service
issues with a positive and upbeat attitude
· Conferred with customers by
telephone or in person to provide information about products or services,
take or enter orders, cancel accounts, or obtain details of complaints.
· Ensured that appropriate
changes were made to resolve customers' problems
· Kept records of customer
interactions or transactions, recording details of inquiries, complaints, or
comments, as well as actions taken
· Dispatched field
technicians as necessary
EDUCATION
Eastern Hills
High School
High School
Diploma
Remington
College Coursework