IT Call Center Agent Resume

TECHNICAL SKILLS

Software: Microsoft Office Suite 2007, & 2010 (Access, Excel, PowerPoint, Word); Microsoft Windows Operating Systems Vista and Windows 7; Norton Ghost; installing drivers; SharePoint; basic HTML, blogs, and wikis; basic understanding of database and SQL; Salesforce; PeopleSoft; Avaya

Hardware: Cisco IT Essentials (PC software and hardware); HP desktops & laptops; Dell desktops & laptops; Lenovo ThinkPad laptops; HP printers; general computer builds and repairs; hardware installations and swaps; BlackBerry configuration

Networking: General networking experience (running cables, troubleshooting connections, activating ports)

Support: Helpdesk escalation and documentation on ticketing system, customer service support (email, phone, and in person)

PROFESSIONAL EXPERIENCE

Confidential

IT Call Center Agent

Responsibilities:

Answer more than 40 calls, chats, and emails daily to maintain queue level SLA standards
Provide excellent customer service support in a professional, patient, and understanding manner
Provide timely updates to incidents according to Support Center guidelines
Use Salesforce ticketing system to create, manage, and escalate cases for the company
Record detailed explanations of user problems and call resolutions into Salesforce
Troubleshoot login issues and reset passwords to give clients access to their accounts
Collaborate with internal and external departments and groups to ensure quality service and support
Strictly adhere to all documented procedures to ensure a timely resolution and the highest level of customer service

Confidential

Network Operation Center Analyst

Responsibilities:

Monitored, repaired, escalated, and effectively communicated all issues for Confidential equipment, applications, databases and circuits
Provisioned and operated remote access software to repair network issues
Helped maintain NOC tools, processes, and procedures to improve effectiveness
Monitored and mitigated events as needed
Documented, tracked, and closed tickets using service - now ticketing system
Coordinated, facilitated, and documented priority event responses to prevent repetition

Confidential

Cashier

Responsibilities:

Improved customer retention by welcoming and assisting over 30 customers daily
Managed over $500 daily through multiple cash transactions
Maintained a clean environment to create a pleasant customer experience and increase customer satisfaction

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