Helpdesk Resume San Antonio, TX - Hire IT People

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: