SUMMARY:

• Success - driven
• Excellent experience in providing customer service and support in all sectors of work
• Strong attention to detail with time management and decision-making skills
• Cr itical Thinking, Idea Generating and Analytical Reasoning needed for innovation and maximum work output
• Strong knowledge of Microsoft office and Computer Networking+
• Excellent team work, customer relationship and development skills
• Ability to communicate effectively with all levels of management and customer
• Excellent communication and interpersonal skills including verbal and writing skills and strong understanding of the client environment relationship
• A good experience providing PC and Clients/Server tech support for small to large size environment, tracking budget expenses, vendor relationship, and market knowledge
• Strongly motivated to learn in a fast paced and challenging environment and ability to work independently but also in a team oriented environment
• Excellent multi-task skills
• Ability to work alone with minimal or no supervision and to work comfortably in a fast-paced, high-volume call centre

PROFESSIONAL EXPERIENCE:

Customer Service Representative

Confidential, Fredericksburg V.A

• Receives phone calls and greats customers accordingly towards promoting the image of my company
• Handle customer inquiries and complaints
• Provide information about the products and services
• Document and update customer records based on interactions
• Creates and presents weekly status reports for upper management groups
• Receives phone calls and inquiries from customers over phone and billing issues and addresses such concerns
• Troubleshoots and upgrades phones and devices for network customers
• Maintains office inventory lists
• Resolves issues through phone about network connection, data, fax and voice calls
• Helps customers to resolve issues pertaining the company’s product
• Documents solutions to problems and recommended fundamental changes to issues to prevent recurrences
• Creates help desk documentation with step by step instructions on problem resolving techniques

Help Desk Customer Support

Confidential -Washington, DC

• Communicated and provides computer help desk support via telephone, Outlook and face to face communications with end-users to ensure problem resolution
• Created accounts, enabled/disabled accounts through Active Directory and Exchange
• Provided computer help desk support and technical training on hardware and software to end users
• Created hardware and software RSA SecurID Token accounts through the ADUC software system
• Installed and troubleshoot hardware devices and software applications
• Performed diagnostics and troubleshooting of system issues, document help desk tickets/resolutions
• Planed and implemented computer hardware and software system test and evaluation procedures
• Upgraded and installed computers and servers and rejoin the workstations to the domain
• Mapped several drives to the network
• Maintained equipment inventory lists, procurement, and maintenance of existing PC hardware and software
• Created and presented weekly status reports for upper management groups
• Assisted with audit/accreditation documents
• Routinely exceeded duties-handling goals, closing an average of 60 tickets daily (25% above quota) with a 75% first-call resolution ratio and an average talk-time of 5.5 minutes -- well below 7-minute goal
• Created help desk documentation with step by step instructions (FAQs) on problem resolving techniques, and trained new employees

IT Customer Support

Confidential, Arlington, VA

• Partnered with Tier II and Tier III help desk technicians to resolve complex problems that required escalation
• Provided detailed descriptions of issues in trouble ticket system and followed up diligently to ensure swift resolutions
• Received "outstanding" ratings on performance reviews each year, with top marks in teamwork, customer service, communication skills and technical problem-solving
• Analyzed and troubleshoot software and hardware issues
• Performed customer support duties such as providing 1 st and 2 nd tier level remote and desk-side support for end users by diagnosing, troubleshooting and resolving PC related problems and questions
• Installed required software applications on laptops and desktops
• Configured new systems using TCP/IP and join workstation and servers to the network
• Helped customers identify and resolve issues pertaining to PC hardware and software issues
• Documented solutions to problems and recommended fundamental changes to systems configurations to prevent recurrences
• Responded to queries pertinent to package details, e-commerce solutions, email configurations and search engine submission packages
• Created help desk documentation with step by step instructions on problem resolving techniques

Special Assistant

Confidential

• Performed front desk support duties and served as the legislative aide to the honorable member
• Received phone calls, emails, mails and requests from constituents and forward such to my principal
• Performed clerical and secretarial duties, drafts
• Was the first point of contact for the media outreach
• Troubleshoot of the hardware and soft ware PCs
• Troubleshoot printers and internet connection in the office

IT Specialist

Confidential

• Solved end user networking connection situation
• Assisted with planning and directing implementation and execution of policies, programs, and services related to Information technology (IT) systems especially Remedy queue
• Established and managed IT Weekly Reports (Dashboard)
• Created IT FAQ for the department
• Created questionnaires for IT department new hire
• Created and maintained IT department Standard Operation Procedure (SOP)
• Assisted with audit/accreditation documentations