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Helpdesk Resume

San Antonio, TX

Employment History:

01/2001-Present
Confidential, San Antonio, TX USA
Trainer/Assistant Manager

  • Assist with driving expectations that exceed company standards.
  • Train current and new hire employees with handling customer concerns, effectively managing all necessary projects.
  • Verify that training meets company standards from a content and delivery perspective by being present in the training environment.
  • Create Methods & Procedures for current and new hire employees.
  • Function as a backup to current Manager.
  • Develop Methods & Procedures for the Assistant Manager Team, and Local Service Provider Team.
  • Create and/or restructure training material for AT& T Messaging LLC.
  • Conduct training for AT& T Messaging LLC.
  • Strong Written and Oral Communication Skills.
  • Strong interpersonal Skills.
  • Assisted training manager with new hire’s and existing non-management employees on all products and services; provided finance report for upper management.
  • Assisted upper management with updating product information, and non-management documentation.
  • Ability to follow detailed instructions and make decisions with little or no supervision.
  • Delegated responsibilities to employees to meet company’s expectations.
  • Demonstrated capacity to provide support for upper management and non-management employees including support for escalated customer concerns, effectively managing all necessary projects.

01/2001-Present
Confidential, San Antonio, TX USA
Billing/Order Support/Helpdesk

  • Effective in meeting tight deadlines with accurate results.
  • Provide support for upper management.
  • Proven track record of accurately completing research, tracking information, and updating product information.
  • Adept at developing, maintaining, and distributing all needed training material, and procedural processes to achieve organizational objectives.
  • Possess the ability to work in a fast-paced atmosphere, work across departments with internal and external employees, and vendors.
  • Selected as a primary agent to handle external customers in the West & Southwest region.
  • Responsible for order writing, correcting, completing and distributing over 800 customer service orders and/or requests a month.
  • Responsible for over 22,000 external residential and business customers’ product, service and billing requests.
  • Research, evaluating, and analyzing computer applications in order to better provide support/service to internal/external customers.
  • Proficient in Microsoft Office Excel, Word, Outlook; Basic knowledge of Access, Vantive, Peoplesoft-CRM, AS400, SAP, IEX, UNIX Systems-Boston Technologies, Net Meeting, E-room, Firefox, I.E., web-based applications’, type 78 wpm with complete accuracy.

03/1997-01/2001
Confidential, San Antonio, TX USA
Customer Service Representative

  • Take incoming customer calls, and resolving all customer concerns and complaints to meet the needs of corporate standards.

Education:

  • Associates in Applied Science for Business Management.

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