SUMMARY:

• To obtain a position where I will continue to develop and enhance my education and knowledge in business administration, project management and systems analysis.
• As well as maximize and utilize skills obtained in technical support, troubleshooting, management and training.

TECHNICAL SKILLS:

• HDI Certified
• Quality Advocate Training
• A+ certification training
• Microsoft Office
• Outlook
• PowerPoint
• Excel
• Word
• Adobe
• Access
• QuickBooks
• Java Script
• Windows Operating Systems (ME
• XP
• Vista
• Win7
• Win8)
• Macintosh Operating Systems (OS X)
• Troubleshooting TCP/IP
• LAN and WAN connections
• Basic XML Knowledge
• Clientele
• Bomgar
• Cisco IP Communicator
• CTIOS Agent Desktop Communicator
• Citrix
• Clarify
• ICOMS
• Aspect
• Aspect CustomView Director
• CS WinOMS
• OMS Navigator
• NEA FastAttach
• Knowledge of creating web pages using Microsoft and HTML
• Knowledge of System Planning
• Analysis
• Design
• and Implementation
• Knowledge of reading and creating Workflow Charts and Diagrams.

PROFESSIONAL EXPERIENCE:

Technical Support Specialist

Confidential, Atlanta, GA

Responsibilities:

• Communicate with clients via telephone and email on resolutions for advanced issues regarding their practice management software;
• Manage call queues by contacting clients or assigning issues to fellow representatives;
• Interact with development and the Technical Support Analyst to test and evaluate software bugs and issues found by clients, evaluate ease of use, test bug fixes and added enhancements as well as offer suggestions for improvement; Escalation Team member;
• Assist with New Hire Training;
• Assist less experienced team members when troubleshooting calls, as needed;
• Handle and resolve issues that have been escalated by frontline representatives;
• Update and/or follow - up with clients regarding high priority and/or on-going issues;
• Submit Software Change Requests to development regarding software bugs as reported by clients or found by testing;
• Complete administrative duties assigned by management;
• Act as point of contact to team members when direct manager when unavailable;
• Continue most Technical Support Representative duties.

Technical Support Representative

Confidential, Atlanta, GA

Responsibilities:

• Answer technical support questions via the telephone relating to the setup, installation, usage, and troubleshooting of the WinOMS CS and OMS Comp softwares and their respective modules;
• Initial contact for clients when calling for support of issues concerning software;
• Record all communication with clients in call management system;
• Troubleshoot client issues in a timely manner with an effort to resolve issues with a single contact;
• Communicate with insurance carriers and clearing houses to assist clients with claim submission, enrollment and rejections;
• Update team members and managers of all pertinent issues regarding software and third party issues;
• Communicate with team members to research problems and find solutions;
• Submit updated fixes and information to the knowledge administrator for submission to the Knowledge Base Pages.

RCN Product Specialist

Confidential, Kingstree, SC

Responsibilities:

• Handle escalated customer calls regarding billing, services and products;
• Assist associates in finding the correct solutions and implementing those solutions to correct customer issues;
• Maintain up-to-date knowledge of any issues in service areas and inform associates of these change;
• Contact dispatch to schedule high priority field maintenance;
• Post daily call statistics and adherence;
• Ensure associates comply with call metrics and customer procedures and report any problems or issues to management;
• Maintain knowledge of newer technologies; Notify solutions team of any discrepancies with posted solutions;
• Act as a liaison between coaches and associates; Handle overflow of customer calls if necessary;
• Participate in pre and post shift meetings to discuss service issues and daily trends.

RCN Technical Support Associate

Confidential, Kingstree, SC

Responsibilities:

• Assist customers with internet account set up and maintenance; Help customers set up email accounts and home networks;
• Support IT hardware and software products;
• Refer customers to the necessary department or company to handle issues not related to service;
• Inform customer of any past due balances that has interrupted their service; Accept payments to restore customer services;
• Inform management of any changes that effects service for customers in designated areas;
• Schedule field maintenance for issues not handled over the phone.

Customer Specialist

Confidential, Charlotte, NC

Responsibilities:

• Responsible for handling inbound business and personal account customers’ calls regarding long distance, wireless, and paging inquiries by customers;
• Recommend other Confidential products and services;
• Retain customers wanting to cancel service;
• Assist supervisor periodically with conducting team meetings, handling escalated calls and keeping up-to-date with system upgrades and changes;
• Assist with new hire training classes in transition from classroom to production;
• Met weekly quotas for sales and productivity set by the organization.

Cashier

Confidential, Charlotte, NC

Responsibilities:

• Handle monetary transactions;
• Maintain clean work area and surrounding areas;
• Label, price, sign and organize merchandise correctly and efficiently;
• Communicate as necessary with supervisors and managers.

Style Expert

Confidential, Hampton, VA

Responsibilities:

• Help customers with clothing selections;
• Assist managers with inventory control;
• Maintain store cleanliness and order;
• Handle monetary transactions;
• Met daily sales quotas for specified merchandise set by the organization.

Sales Agent

Confidential, VA

Responsibilities:

• Telephone pre-selected Verizon customers to recommend telephone services to better meet their communication needs;
• Enter customer requests and updates into accounts while maintaining a systematic order of customer accounts with Verizon database.