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Online Banking Tech Support Resume

Greensboro, NC

SUMMARY:

  • Windows XP, Vista, 7,8,10, windows server environment, Mac OS, Tablets and phones.
  • Active Directory experience
  • Ticketing system (Remedy, Issuetrak, Eventrak)
  • Microsoft Office system proficient
  • Imaging software knowledge
  • Works well in fast paced customer support environment
  • Team Player, who is able to work together to support customers.
  • Finding and maintaining a position that utilizes information technologies
  • Multi - task, prioritize efficiency, increase productivity, create relationships that benefit the company through positive work and ethics

PROFESSIONAL EXPERIENCE:

Online Banking Tech Support

Confidential - Greensboro, NC

  • Password resets using Insight in-house application.
  • Took on average 35-50 calls per day
  • Supported about 30,000 internal end users from varies locations and departments
  • Reset security questions using Insight and KBA in-house applications
  • Assisted end users with navigating BB&T online banking website and BB&T U mobile application
  • Developed tickets through CTS ticketing system to ensure ticket was delivered to appropriate department to help resolve client issues.

Tier 3 Technical Support

Confidential - Greensboro, NC

  • Troubleshooting on average 60 or more calls with TWC subscribers who are having challenges with video, digital phone and data services utilizing all available diagnostic tools.
  • Resolve complex data problems that involve local network issues, email issues, modem trouble and other company owned equipment and or software configurations via phone support
  • Review tickets for potential system issue to escalate to different groups as needed using Eventrak and Issuetrak ticketing systems

Customer Service Representative

Confidential - McLeansville, NC

Responsibilities:

  • High volume call center taking at least 100 calls/day
  • Supported about 1600 Verizon prepaid customers
  • Address customer concerns with their cellphones and resolve their issues doing Tier 1 troubleshooting of phones if they have issues with sim cards, picture messaging, mobile messages
  • Take payments via phone support using Verizon application
  • Educate customer about plans and data usage.

IT Intern

Confidential

  • Assisted and addressed computer issues and problems for staff members and residents:
  • Resolved virus and spyware issues
  • Installed updates and new hardware
  • Problem solving for new computer programs through education and assistance for client support
  • Educate nurses through new updates to help benefit the company as well as the clients Development of education to staff and residents for Microsoft Office and AOD

IT Assistant

Confidential - Chapel Hill, NC

  • HTML based coding
  • Resolved basic networking connection issues
  • Maintained e-mail server including creating filters and reducing spam by setting up Thunderbird
  • Established print server to increase efficiency

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