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Customer Service Representative Resume

Fredericksburg V, A

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

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