Hotline Representative Resume

TECHNICAL SKILLS

Software experience with Microsoft Office Suite 2000/2003/2007 (Word, Excel, PowerPoint, Outlook)
MS FrontPage, Internet Explorer, Windows 2000, XP, Vista and Windows 7 Operating systems
Adobe Reader, Adobe Acrobat 9 Professional, Applix, Right Now(helpdesk ticketing System) eGrants system, Beginning SQL Developer experience

PROFESSIONAL EXPERIENCE

Hotline Representative

Confidential

Responsibilities:

Respond to telephone calls and electronic mail(via the Right Now ticketing system) for support with using the eGrants Phase I and II systems, the My AmeriCorps system, assist customers with unlocking and changing passwords within eGrants, troubleshoot and resolve issues pertaining to the eGrants system
Provide quality customer support that meets and exceeds client needs.
Assist other team members by answering questions and providing guidance

Teleservices Representative

Confidential

Responsibilities:

Supervise a team of 6 technicians that support local and national eGrants Helpdesk Team Lead customers that use the eGrants application systems
Monitor and balance technicians’ daily workload and provide training and motivation for technicians
Respond to telephone, electronic mail, and/or walk - in requests for support with using the eGrants system
Primarily responsible for training of new hired employees on the various eGrants systems
Answer question from both the staff (CNCS) and Grantees
Assist customers with unlocking and changing passwords within eGrants
Troubleshoot and resolve issues pertaining to the eGrants system as well as the My AmeriCorps Portal(including issues from Grantees as well as CNCS Staff)
Provide quality customer support that meets and exceeds client needs
Assign staff members access to the AmeriCorps Staff Portal and eGrants systems
Updating information in various NOFAs including opening and closing NOFAs and adding funding strips, etc
Updating Corporate Program Configuration in eGrants and performing other tasks formerly allotted to the Office of Grants Management
Updating changes in correspondence in eGrants
Updating W2, W4, W5 and1099 PDF templates for use in the My AmeriCorps system
Assisted Technical Writers in creating instructional documentation related to the eGrants system
Create and provide documentation of the eGrants help desk screens and procedures for future help desk
Create and provide knowledge based responses to general and more complex eGrants issues for future help desk

Helpdesk Technician

Confidential

Responsibilities:

Resp eGrants Helpdesk Technician ond to telephone, electronic mail, and/or walk-in requests for support with using the eGrants system
Assist customers with unlocking and changing passwords within eGrants
Troubleshoot and resolve issues pertaining to the eGrants system
Provide quality customer support that meets and exceeds client needs Promoted to Team Lead where I:
Supervise a team of 3 technicians that support local and national customers that use the eGrants application systems
Monitor and balance technicians’ daily workload and provide training and motivation for technicians

Human Services Representative

Confidential

Responsibilities:

Inputted computer based applications for disaster victims and give referrals for further assistance.
Researched previously submitted requests for disaster victims and answered questions.
Provided customer service as related to disaster victims requests

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