PROFESSIONAL EXPERIENCE:

Confidential, Fort Eustis, VA

Customer support

Responsibilities:

• Enter detailed information for each customer inquiry into the call tracking system. Query frequently asked questions (FAQ) and other data bases for resolutions.
• Provide the answer, product, or service in cases where requested support is readily available.
• Conduct research using collaborative tools, the web, and other resources to obtain answers.
• Identify problems, or potential problems, with training support products or services.
• Identify and assemble FAQs. Responsible for handling all calls through resolution in a timely manner.
• Identify needs and solutions for improving customer experience. Meet call volume, call time, and quality standards.
• Take ownership of help desk issues and follow through to successful completion.

Confidential, Huntsville, AL

Administrative support

Responsibilities:

• Provide reports for system update exceptions.
• Use Remedy ticketing system to support service calls.
• Use Service Manager 7 ticketing system to document and escalate trouble calls.
• Monitor and report on core and satellite servers for synchronization activity, CPU usage, and disk space for all of Confidential .
• Monitor ticket queue for dispatch to appropriate agency.
• Monitor email for alerts and advise proper agency.
• Write work instructions for procedures used by the Monitoring Team.

Confidential

Responsibilities:

• Work with local and remote maintenance agencies in an attempt to resolve customers’ problems.
• Monitor and respond to calls made on the Emergency Operations, Confidential Headquarters, Center Director, Safety Hotline and Confidential Administrator lines.
• Provides first and second level customer support.
• Answers customer calls, processes customer emails, and responds to customer - submitted trouble tickets.
• Create, maintain, and dispatch trouble tickets in Remedy system.
• Troubleshoot customer-reported issues, recording information in trouble tickets and routing to the appropriate maintenance agency.
• Facilitates communications as necessary, including making call outs, setting up conference calls, and providing information to relevant parties.
• Monitors various networks for availability and responds to alarms following established procedures.
• Reset passwords for over 60 systems.

Confidential

Responsibilities:

• Work with local and remote maintenance agencies in an attempt to resolve customers’ problems.
• Monitor and respond to calls made on the Emergency Operations, Confidential Headquarters, Center Director, Safety Hotline and Confidential Administrator lines.
• Provides first and second level customer support. Answers customer calls, processes customer emails, and responds to customer-submitted trouble tickets.
• Create, maintain, and dispatch trouble tickets in Remedy system.
• Troubleshoot customer-reported issues, recording information in trouble tickets and routing to the appropriate maintenance agency.
• Facilitates communications as necessary, including making call outs, setting up conference calls, and providing information to relevant parties.
• Monitors various networks for availability and responds to alarms following established procedures. Reset passwords for over 60 systems.

Confidential

Technical and customer support

Responsibilities:

• Work with local and remote maintenance agencies in an attempt to resolve customers’ problems
• Confidential Headquarters, Center Director, Safety Hotline and Confidential Administrator lines.
• Provides first and second level customer support.
• Answers customer calls, processes customer emails, and responds to customer-submitted trouble tickets.
• Create, maintain, and dispatch trouble tickets in Remedy system.
• Troubleshoot customer-reported issues, recording information in trouble tickets and routing to the appropriate maintenance agency.
• Facilitates communications as necessary, including making call outs, setting up conference calls, and providing information to relevant parties.
• Monitors various networks for availability and responds to alarms following established procedures.
• Reset passwords for over 60 systems.

Confidential

Technical and customer support

Responsibilities:

• Monitor various networks and network alarms. Work with local and remote maintenance agencies in an attempt to resolve customers’ problems Monitor and respond to calls made on the Emergency Operations, Confidential Headquarters, Center Director, and Confidential Administrator lines after hours and as needed.
• Promoted to Shift Lead after ten months.

Confidential, Dothan, AL

Responsibilities:

• Responsible for maintaining and operating Novell 4.1 network.
• Maintained and upgraded company PC hardware and related software.
• Provided on-call technical support for all Confidential installations nation-wide on a revolving basis, as well as daily user support for local installations.
• Responsible for logging in and receiving company hardware.
• Maintained local company printer services. Maintained and managed Lotus Notes server.
• Trained users on Lotus Notes use. Supervised and trained co-op students from Troy State University, Dothan, AL