SUMMARY:

• Dedicated and enthusiastic customer service representative with 4 years of customer service experience in banking, website support, and life insurance and over one year of experience in Information Technology as a Helpdesk Analyst. In pursuit for a position in the Information Technology field as a Helpdesk Analyst.

TECHNICAL SKILLS:

• Active Directory LogMeIn Rescue
• Juno’s Pulse VPN Cisco AnyConnect VPN
• McAfee Antivirus Software Microsoft Outlook
• Microsoft Office 365 Cisco IP Phones
• Windows 7 Windows 10
• BitLocker CheckPoint EndPoint Security
• Business Planning and Control System BosaNova
• AS400 SolarWinds
• ITSM ServiceNow
• AirWatch Mobile Iron
• Outlook Web Access Internet Explorer
• Google Chrome Mozilla Firefox
• IOS Androids
• NexTem Printers (Network and local)
• Command Prompt Citrix
• Remedy RSA
• Remote Desktop 2 Factor Authentication
• Live Meeting Skype for Business
• WebEx Software Center
• Microsoft Office (2007 & 2010) Cisco Phone Agent
• Active Client Cisco Softphone

PROFESSIONAL EXPERIENCE:

Confidential

Helpdesk Analyst

Responsibilities:

• Used an admin account in Active Directory to reset passwords for network accounts.
• Took 50 - 150 phone calls daily
• Respond to 30 emails daily
• Assist my team members with advanced requests
• Open Service Requests and incidents using ServiceNow and assign them to the appropriate analysts
• Remoted into computer systems, using LogMeIn Rescue to provide assistance
• Assisted and placed orders for mobile devices such as cellphones and tablets plus the service plans, using AirWatch and NexTem.
• Mapped local and network printers to users’ computers, remotely.
• Made appropriate spreadsheets of tickets opened and resolved
• Assisted Agrium employees in connecting to the network remotely, using Cisco AnyConnect
• Made sure all of the required security groups and group policies were applied in Active Directory.
• Used BosaNova to reset passwords for users’ BPCS accounts.
• Troubleshot Windows 7 and 10 operating systems using tools and resources provided, such as disc cleaner, Configuration Manager, Malware Bytes, etc.…

Confidential, Fort Collins, CO

Service Desk Analyst

Responsibilities:

• Organize 50-200 emails when received in the Service Desk Mailbox in Microsoft Outlook
• Clean up auto generated tickets in ITSM.
• Modify/create/delete accounts using my Admin account in Active Directory.
• Reset passwords using the admin account in Active Directory
• Take 50-150 phone calls daily
• Respond to emails received in Microsoft Outlook and Outlook Web Access
• Assist my team members with advanced requests
• Open Service Requests and incidents and assign them to the appropriate analysts using ITSM.
• Remoted into computer systems to provide assistance using LogMeIn Rescue.
• Assisted with mobile devices such as iPhones and tablets using Mobile Iron.
• Mapped local and network printers to users’ computers remotely.
• Made appropriate spreadsheets of tickets opened and resolved using Microsoft Excel.
• Upgrade Internet Explorer 9 to Internet Explorer 11 as a project for all USDA users.
• Troubleshot Windows 7 and 10 operating systems using tools and resources provided, such as disc cleaner, Configuration Manager, Malware Bytes, etc.…

Confidential, Greeley, CO

Customer Service Representative 

Responsibilities:

• Establish and maintain relationships with individual or business customers or provide assistance with problems these customers may encounter.
• Assist mutual State Farm life insurance agents, staff, and customers with the application process by making sure all information is submitted on time and in the correct order.
• Assist in maintaining the life policies by making necessary changes and requests to existing life policies, such as name and address changes
• Work together with different departments and associates to provide the best customer service experience
• Assist in granting a peace of mind in times of great distress, by filing death and disability claims and making sure everything is in order
• Document everything that is done on every call and open tickets and direct them to the right department.
• Using different systems and resources in order to find the best solutions to difficult situations and questions.

Confidential, Greeley, CO

Customer Service Representative 

Responsibilities:

• Establish and maintain relationships with individuals or business customers
• Provide assistance with problems these customers may encounter with their checking and savings and online accounts.
• Assist individuals and business customers maintain their financial activities and security
• Confer with customers by telephone to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
• Make sure that the changes made solved the customers conflicts.
• Direct customers to correct lines of businesses for unresolved issues
• Assist individuals and business customers maintain their online accounts on the business website, confidential
• Diagnose and troubleshoot problems with the business website.
• Use Service Delivery Manager to open and solve tickets.
• Assist people in computer system use for the business website