IT Help Desk Support, Tier 1 Analyst Resume Charlotte, North CarolinaÂ - Hire IT People

SUMMARY:

I am seeking a long - term team leadership position in the customer service area of a Financial or Telecommunications Company.
I offer more than 15 years of effective experience in Customer Service and Technical Support.
While some of my greatest strengths include: Problem-solving, Following detailed account procedures, Motivating, Training, and Supervising.
I am acknowledged as a Total Quality Customer Service Professional.
Because I shine best when it comes to researching ways to improve an organizations program by searching for successful ways to add to its present-day developments by searching for tomorrows Innovations so that we can stay competitive and relevant.

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

Confidential, Charlotte, North Carolina

IT Help Desk Support, Tier 1 Analyst

Responsibilities:

One of twenty-two (22) team members, I provide corporate IT desktop support for 30 plus divisions, 80 plus applications, and approx.150K employees and contractors worldwide.
Analyze and resolve software, hardware, phone, and network connectivity issues received via phone and email by TWC, Charter, and Brighthouse Cable end-users.
Ensure end-user(s) issue(s) are promptly addressed, documented and resolved in a timely and professional manner consistent with customer service and professional/technical standards.
Escalate priority one (1) issues, initiating crisis procedures and forwarding to respective groups for further analysis and resolution.
Log and track inbound calls via Service Desk and Service Now ticketing systems.
Perform security verification via People Soft and JDE.
Provide assistance for account and password modification.
Daily interaction with all levels of staff including Senior Management.

Confidential, Charlotte, North Carolina

Commercial Technical Support Specialist 2

Responsibilities:

Utilized multiple software applications.
Monitored the technical operation of phone, cable television, and high speed data network.
Analyze, diagnose, and resolved hardware and/or software issues associated with phone, cable and HSD equipment.
Applied advanced product knowledge and problem solving skills to answer basic customer care inquiries placing orders and performing data entry in billing and ticketing system.
Primary support contact to vendor help desk personnel, division technical personnel, and other internal and external departments requiring high level technical support or assistance.

Confidential, North Carolina

Residential Customer Services/ Commercial Billing Specialists

Responsibilities:

Provided billing and technical support called into call center by our external business class and residential customers.
Assisted customers with making payments via telephone using IVR system and on the Time Warner Cable website.
Handled customer account concerns and diffused disputes providing options and solutions while educating customers.
Received high call volume of internal and external customers and provided first contact resolution.
Met and exceeded departmental policy standards.

Confidential, Columbia, Maryland

Virtual Team Lead of Customer Services/ Point of Contact/Peer Partner

Responsibilities:

Trained and educated 70 agents on programs that offer assistance to the customers; i.e., debt management and governmental regulations to obtain maximum benefits for our clients.
Coordinated agents to handle call volume in accordance to the call volume flow.
Maintained and reported metrics for the purpose of company performance levels.
Obtained tracking information and created reports for other departments to use in improving productivity and customer satisfaction.
Created and maintained Standard Operation Procedures (SOP).

Confidential, North Carolina and Baltimore, Maryland

Lockbox/Research and Adjustments/Statement Rendering/Liability Recovery and Research

Representative

Provided excellent customer service through follow- up and detail-oriented service for resolution on all recoveries on depository losses.
Entered secure and personal data into TPX, Vector System, Chex System, Access, Excel, and other collection and attorney agencies.
Exceeded daily quotas proofing and correcting all errors.
Verified customer statements for accuracy and worked to resolve discrepancies to ensure timely delivery.
Extracted and repaired unreadable and damaged rejects for statement processing.
Worked daily with Risk Management, Banking Centers, and Customer Compliance, and Fraud Department.