SUMMARY:

• Have two or more years experience in IT Helpdesk Specialist environments.
• Have education knowledge, work experience and technical skills of computer Hardware and software, troubleshooting, printing, networking, and application technologies to ensure steady state network operations.
• Have strong and excellent customer service skills, providing support via telephone, e - mail, voice mails. Have on-call experience and work extra hours.
• Ability to learn new technologies and applications. Accurate, quick learnerand pay attention to details. Bomgar or other advanced remote desktop tools
• More than ten (10) years banking and retail store experience in sales and customer service environment.
• Possess strong processing, research, and data entry skills.
• Analytical capabilities and adhere to deadlines.
• Have teller experience, and a proven track record of success in sales in the bank s excel program.
• Experienced with computer systems, and can operate various office machines like, telephones, calculators, computer keyboarding, fax machinesprinters, photo-copy machines, cash registers, sensors, etc.
• Enthusiastic, goal oriented, customer focused, flexible, helpful, up-beat and a team player.
• Takes initiative, resourceful, and can work independently when needed.
• Excellent oral, presentation and written communications skills.
• Excellent interpersonal and math skills, organized person, enjoy sellingcustomer contact as well as on the phone.
• Problem solving, self driven, self-motivated, with the ability to handle multiple priorities.
• Ability to manage high-stress situations calmly and effectively.

TECHNICAL SKILLS:

• Windows XP/7 . Server 2003 & 2008, AS400
• Microsoft Outlook . Anti-Virus
• MS Office Suite . Network Monitoring Tools
• HP/ Dell Laptops & Desktops . TCP/IP, DNS, DHCP
• Imaging Software . Routers & Switches
• Internet, E-mail, Intranet . Network Drives
• Active Directory . Anti-Malware
• Group Policies . Network Printers
• IBM Lotus Notes Email

PROFESSIONAL EXPERIENCE:

Confidential, WALTHAM, MA

IT HELPDESK SPECIALIST APPLICATION SUPPORT

Responsibilities:

• IT customer service, Hardware, Software and Application support to Confidential employees, Fresenius clinic technicians, nurses, doctors, and Vendors. Confidential customer service, supporting business applications of Siemens, Soarian Financials and Ecube Clinicals application support in Fresenius Dialysis clinics.
• Supports traditional applications like IBM Lotus Notes Email, Microsoft Outlook Office 365 Webmail, SAP Production System, Kronos, Sharepoint, Oracle PeopleSoft, Internet Explorer, Crownweb and non traditional Clinical Applications. Mobile Devices Applications management and troubleshooting.
• Initiates, resolve and monitor software, hardware, printers, telephones and voicemail, mobile devices incidents and service requests.
• On the phone using Remedy ticketing system to log support requests, and answering up to an average of 80 calls or more in a day, with typical call time f 4-10 minutes per call duration.
• Experience working with teams in different time zones.
• Documents solution and workarounds, escalate tickets, route tickets and maintains the knowledge base. Basic Networking triage skills.
• Monitor service desk Email boxes, Unassigned tickets, Voice mail messages and open tickets and provide support accordingly.
• Place support calls for printers and computers to vendors.
• Create and send email messages to End Users when a service(s) is unavailable r to announce planned downtime. Retrieves calls from Helpdesk Voice Mail.
• Multi-tasking skills including the ability to toggle between multiple computer Windows. Bomgar or other advanced remote desktop tools.
• On-call experience and the willingness/flexibility to work extra hours.

Confidential, WESTBORO, MA

IT HELPDESK SUPPORT 1

Responsibilities:

• IT customer service and support to BJ’S member service and vendor systemsincluding mainframes, servers, applications, phones, efax, desktop and laptop computers, mobile devices, microsoft office suites, domain users, active directory authentication network login management, remote support, intranet site, software installs, SOS ticketing system. AS400
• Reset passwords, provide technical solution, opened, resolved, closed and escalated incidents in the SOS interaction site.

Confidential, WESTBORO, MA

SHAREHOLDER SERVICES SPECIALIST II

Responsibilities:

• Interacts, develops and delivers exceptional levels of customer service and investment contents through correspondence.
• Responds and corresponds in writing in a professional and diplomatic manner to written customer service inquiries and requests received with incomplete information or documentation and complaints.
• Responds to customer inquiries, items received not in Confidential order, and complaints received via e-mail, incoming mail, fax and any other venue.
• Communicate with customers with a focus on the need for accurate, completeand specific information by paying attention to content, clarity, grammar, and typographical errors.
• Ensures compliance with applicable federal regulations, association guideline and consumer regulations.
• Protects the privacy of customers in maintaining customer confidentiality.
• Assists with developing and maintaining policies and procedures to ensure compliance and to monitor risk.

Confidential, CUMBERLAND, RI

IT HELPDESK TIER 1

Responsibilities:

• IT customer service and support to CVS Retail pharmacy systems, like mainframes, servers, applications, phones, efax, desktop and laptop computers, mobile devices, microsoft office suites, domain users, active directory authentication network login management, remote support, intranet site - site minder support, software installs, hpsm ticketing system.
• Reset passwords, provide technical solution, issue resolved closed HPSM ticket.
• Virus remediation issues support, run computer clean ups, delete caches, files.
• Opened, resolved, closed and escalated incidents in the HPSM interaction site.

Confidential, ASHLAND, MA

LOGISTICS SERVICE REPRESENTATIVE TIER 1

Responsibilities:

• Call center environment making inbound and outbound calls on behalf of well known client’s while providing great customer service.
• Make outbound calls for OnProcesss Technology Higher end clients (some of the world leading technology companies) like Confidential &T etc., who try to make sure products are received, working as they should and retrieval of defective inventory (reverse logistics).
• Work with several software systems and programs to update and manage client’s information.
• Asset retrieval, making sure the customer returns the equipment back to the company.

Confidential, WARWICK, RI

CUSTOMER CARE/TECHNICAL SUPPORT TIER 1 REPRESENTATIVE

Responsibilities:

• Provides a variety of customer service support duties to customers calls from all Cox Business sites relating to technical issues on analog video, digital videoDVRs, HD, Cox High Speed Internet and Cox Digital telephone -(voice,video,data) products and resolving these issues by directing customers through a series of troubleshooting.
• Responds to inquiries through the phone, mail, e-mail, and face to face contact.
• Promotes and sell company’s products and services.
• Provides operational management and support Confidential call center locations to ensure efficient and timely resolutions .
• Works with and escalates to appropriate department/Cox Business Service site such as SCC, NOC, SOC, etc.
• Supports service issues for data services, CPE, DS3, DNS email, email, VPN, and associated transport systems including sonnet as well as video, telephony, and web hosting.
• Opens and updates trouble tickets within Icoms and Remedy.
• Assists with other tasks as needed or assigned to improve the delivery of service to customers.
• Able to sit, stand and wear a headset for long periods of time.

Confidential, ATTLEBORO, MA

SALES ASSOCIATE.

Responsibilities:

• Provides and demonstrates excellent customer service and sales to both internal and external customers.
• Handles and rings the cash register, and cash settlement.
• Maintains awareness of all sales, promotions and applicable ringing procedures.
• Understands and adheres to brand standards.
• Displays general product knowledge of all categories.
• Maintains an awareness of loss prevention by fostering a culture of honesty and connecting the link between customer service and shrink.
• Maintains house keeping standards of area, stand for extended periods of time.

Confidential, MEDFORD, MA

OPERATIONS ASSOCIATE

Responsibilities:

• Consistently provided quality customer service in a professional manner over the phone to customers and colleagues of the bank.
• Handled daily pulling of rejected electronic E-forms ( workflow ) from the exceptions staffware applications queue.
• Handled daily research, processing and data entry of fraudulent unauthorized Charges disputed by customers in adherence to bank policies and procedures.
• Accurate research and processing of affidavits non-print issues and rejected items, like deposited checks, deposited loan payments.
• Handled daily quality control (QC) of the (QTP) reports - these are postings of monetary transactions, providing provisional credits and debits to and from customers checking and savings accounts, in adherence to federal government Regulation E rules.
• Participates in developing professional skills of new and less experienced staff members through coaching and training.
• Opens, sorts, inter-office mails, direct mails and correspondences from customers for further processing, and assists with miscellaneous duties as assigned.

Confidential, READING, MA

SPECIAL SERVICES CLERK.

Responsibilities:

• Responded to customers and branch inquiries or requests over the phone.
• Handled stop payments on checks and transferred funds from one account to another per customers request.
• Performed varieties of processing work related to electronic transactions- ACH and ATM rejected items.
• Performed accounts status reviews to ensure accuracy and quality in customer account information.
• Verified deposits and furnished requesting companies with customers account information with customers consent.
• Responsible for on-time mailing of renewal notices of certificates of deposits and retirement accounts due Confidential maturity.
• Pulled and mailed customers W-2, 1099 forms, etc. during the tax months as per customers requests.