Help Desk Technical Support Specialist Resume Alexandria, VA - Hire IT People

SUMMARY:

I have included my resume for consideration. My objective is to seek and join a firm that is fast - paced and offers challenging assignments.
In my current position, I have a Public Trust government security clearance and 10 years of experience filing US Patent applications electronically while working at the Confidential /Electronic Business Center. I am a self-starter, and I have over 15 years of experience working in a Customer Service/Administrative/Clerical office setting while. I require minimal training, have worked with the general public, Patent Attorneys and Paralegals throughout the US using the Confidential Private and Public PAIR systems.
I possess an entrepreneurial spirit, and have the ability to communicate with management and employees at all levels. My achievements include ensuring quality work and customer service in a timely and efficient manner. I have consistently maintained a level of high productivity and quality assurance. I sincerely thank you for your interest.

QUALIFICATIONS & SKILLS:

10 years of experience filing electronic Patent applications
Extensive knowledge of Private PAIR and Public PAIR systems
Effectively managed active client caseloads monthly
Electronic submission of Office Actions
Knowledge of requirements for U.S. Provisional, Utility, Design, CIP and Divisional applications
Help Desk and Administrative Specialist Support for the Confidential
PKI/Digital Certificate Management
Customer Service excellence
Notary Public
Completed my degree and other trainings while working full time with the Confidential

SOFTWARE SKILLS:

Java, Microsoft Windows, 2000 Professional, and XP Professional, Adobe Professional, CutePDF, Adobe Reader, Microsoft Excel

PROFESSIONAL EXPERIENCE:

Help Desk Technical Support Specialist

Confidential, Alexandria, VA

Responsibilities:

Assist Patent Attorneys and Patent Paralegals with submitting electronic Patent applications using the Confidential /EFS-Web filing system.
Responsible for the Patent Electronic Business Center (PEBC) technical support for the Confidential 's Electronic Filing System and its related software (Private and Public PAIR).
Troubleshooting Customer concerns about the use of EFS-Web, electronic filing of Patent applications, troubleshooting PC configurations and application problems, and providing guidance in patent application business processes and procedures.
Executed and filed various application documents for Inventors
Assignment filings through the Electronic Patent Assignment System (ePas)
Electronic filing of various responses to WIPO and other Foreign Exchange associates
Electronic filing of Amendments, Restriction Requirements, PreExam Formality notices, Restriction Requirements, RCEs, various Petitions, Appeals, and Notice of Allowances
Assisted Attorneys and staff with electronic fee payments.
Processing knowledge of Customer Number Requests, Digital Certificates, Change of Correspondence forms.
Electronic filing of Application Data Sheet (ADS), Information Disclosure Statement (IDS)

Customer Service Advocate

Confidential, Alexandria, VA

Responsibilities:

Performed research to determine customer eligibility and answered pertinent questions on quotes and benefits; also, served as consumer advocate for client members qualifying for full access to benefits under their plans.
Moved Opened Issues to the next appropriate process step with minimal disruption or inconvenience to the customer.
Assisted the provider with research on routine medical claims and disputes involving issues such as preventive and/or emergency medical service, pricing discrepancies, provider network status, and document interactions with clients.