SUMMARY

• Always maintaining and ensuring a high standard of excellence through productivity and time management.
• Experience of 15+ years in the IT field with 10+ years of working in a help desk and call center environment.
• Support other team members and facilitates creating a stress reduced atmosphere.
• Excellent troubleshooting and logical problem solving skills with a high level of communication skills.
• Easily able to communicate technical knowledge to a nontechnical audience.

PROFESSIONAL EXPERIENCE

Confidential, Muncie, IN

Collections Agent

Responsibilities:

• Responsible for in - bound and out-bound telephone collection activities, location and communication with taxpayers with complete verification, taking payments, establishing acceptable payment arrangements, in an effort to assist taxpayers in participating in the tax amnesty program.
• Additionally, Collector will resolve issues of a non-routine nature as necessary as well as perform skip tracing and contract observance functions to ensure compliance of all company, client, and federal and state regulations.

Confidential, Indianapolis, IN

Tier 2 Helpdesk Analyst Contractor

Responsibilities:

• Receiving all telephone or automated requests for IT assistance, ensuring that the request or problem is accurately recorded and fulfilled within established timeframes.
• Job duties and responsibilities include handling basic technical problems via the telephone or email and resolves first line customer issues. Additionally must troubleshoot issues as 2nd level support for desktop and enterprise applications, local/networking printing, e-mail, connectivity, remote access, and hardware issues. Review and triage all service tickets and confirm they are assigned accordingly. Handle problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex to next level of staff.
• Participate in Helpdesk call queue. Log, prioritize, and assign all calls, voicemail, e-mail, web tickets and walk-up requests reporting technical problems in IT helpdesk tool. Interview user to collect information about problem and lead user through diagnostic procedure to determine source of problems.
• Logs and manages calls while utilizing the correct procedures. Handles specialized functions including fulfillment and special projects. Make appropriate and timely referrals of any requests that cannot be immediately resolved. Perform assigned duties.

Confidential - Indianapolis, IN

Dedicated Client Customer Service Helpdesk Analyst

Responsibilities:

• 100% on-the-phone, Tier 1, helping nationwide client base using daily software programs: Remedy, Citrix, Interactive Client I3, Greenshot, MS Lync, Fix-It, Website Portal or Outlook e-mail, and Active Directory, working remotely to clients computers via Remote Desktop, GoToAssist,, Remote Assistant, resolving problems with client software or authentication, helping with client VPN connections, training course access or issues, as per client compliance.
• Troubleshooting basic hardware and any software issues of Microsoft Windows XP, Windows 7, and Windows 8, and 8.1 operating system environments, including working within Active Directory by adding/removing clients from non-managed distribution email lists, or creating them, resetting passwords, unlocked locked accounts, etc. as necessary.
• Knowledgeable in programs such as MS Office 2003, 2007, 2010, including Outlook, Adobe Reader, Mozilla Firefox, Internet Explorer, KBase systems and software.
• Common issues with the Nation-wide client base include login issues, software support, password reset, VPN setup and issues, Cell phone email setup, training site login and external client computer compatibility issues, with average number of 50-70 calls per day with 90% first call resolution.

Confidential - Daleville, IN

Customer Service Representative

Responsibilities:

• Well trained as elite team member for Inbound Confidential Call Center, 100% on the phone, to thoroughly provide technical support for the Confidential client Confidential as Tier 1 CPU Advisor.
• Handled problem recognition, research, isolation, resolution and follow-up for routine user problems, installation and troubleshooting of Confidential, and Windows operating system environments referring more complex problems to next level of technical staff.
• Knowledgeable in programs such as Safari, Mozilla Firefox, Internet Explorer, iDesk, iLOG, Confidential Mail, iCloud, iPhoto, iTunes, Time Machine, EFA systems and software.
• Troubleshooting issues on Client devices such as Mac, iMac, and other various Confidential desktop products, in IT Helpdesk call queue with 100 calls per day with one call resolution, logged calls and web tickets.

Confidential - Anderson, IN

Telephone Sales Representative /Direct BTB Associate

Responsibilities:

• Trained team member for Inbound and outbound Confidential & Confidential Call Center, 100% on the phone, thoroughly provided customer service and technical support for the Confidential & Confidential west coast and south-east business to business clients.
• Troubleshoot issues and support for Confidential, Android, LG, Samsung, etc. Cell phones and tablets, and basic lines of service for telephony, internet, and voicemail applications, and any connectivity, and hardware issues.
• Assist clients to leverage technology to solve business problems by being the SPOC (single point of contact) for all technology-related problems.
• Allocation of customer service and client care put together with computer proficiency correlated with multi-tasking-listening, typing, and the use of multiple screens to gain agreement, problem isolation, and empathy toward the customer, and resolution with the appropriate solution or escalation.

Confidential - Anderson, IN

Customer Care Assistant

Responsibilities:

• Team member for Inbound Confidential customer Call Center, 100% on the phone, thoroughly provided customer service and technical support for the Confidential west coast clients.
• Troubleshooting issues and support for Android, LG, Samsung, Confidential, and many different type Cell phones and tablets, and type of phone billing plans and data internet, and voicemail applications, and any connectivity, and hardware issues.
• Answer inbound calls concerning billing, basic troubleshooting and programming.
• Able to navigate through multiple databases to find resolution to complex customer issues including Knowledge Base and internet; Provide accurate information to customers in professional and timely manner.

Confidential, Carmel, IN

Product Support Specialist, Help Desk

Responsibilities:

• Trained for issues and set up extensive voice mail and internet service, surveyed troubleshooting on numerous issues from DSL connectivity to Voice Mail PCM menu errors, and trained on the intricate details of VOIP.
• Driving force to keep customers satisfied with questions about the account, product and or service with front line troubleshooting issues with speed, professionalism and superior service.
• Participate in the IT Helpdesk call queue with up to 100 clients per day towards consistent first call resolution.
• Received for quality service: “Every-ONE-Counts” and “Way to Go” Award, and was number one sales for 11 months in a row.

Confidential, Anderson, IN

Independent Distributor, Supervisor, World Team

Responsibilities:

• Distributor promoting sale by outbound telemarketing and website providing business opportunity in direct selling and nutrition and weight-management products by direct-marketing lead generation and referral techniques to the public. National Leadership Development Weekend event as member of Herbalife International, Road to Royalties Team.

Confidential, Anderson, IN

Owner Operator, Sales, Marketing, Website

Responsibilities:

• Retail and on-line sales, met client performance objectives, delivery, set-up, drop shipping management, vendors, antique, used furniture and flea market item procurement, and focused on merchandise acquisitions via estate sales, auctions, wholesalers, and collector shows.
• Maintain daily records, accounts receivable, digital photography, internet advertising, auctions, and interoffice computers.
• Provide small business set-up, re-location, bookkeeping, purchasing, direct marketing and advertising, and processed inventory, wood crafting, concrete item set-up, delivery and painting
• Web site setup and operation with state-of-the-art internet SEO, Word Press, Blue Host and professional site account manager assistance for full time active and passive client base and business revenues.

Confidential, Indianapolis, IN

Computer, Network Technician & Internet Help Desk

Responsibilities:

• Senior Technician in the Call Center and Service Department with responsibilities including customer service, computer warranty service, computer setup and maintenance, network setup and troubleshooting on-site, in two large classrooms, and on service calls.
• Tasks included assemble, service repairs and set-up of workstations, servers, hubs, and routers, telephone systems, Internet systems, satellite systems, printers and plotters.
• Provided additional duties of training new Technicians and new call center employees.
• Supported set-up and troubleshooting for problems on all PC brands and types of software.