PROFESSIONAL PROFILE:
- Extensive background in Customer Service Customer Retention
- Experienced Help Desk Professional
- Experienced State and Private Security Officer
- Proven ability to meet client Technical needs and requirements
- Persuasive with ability to communicate effectively as in trouble shooting and problem solving
- Strong background and experience in Web Hosting
- Solid experience in the use of Active Directory
- Ability to maximize resources to achieve customer satisfaction
TECHNICAL SKILLS:
Computer skills include: Windows - UNIX/LINUX-VoIP-Oracle-Remedy-Active Directory-TCP/IP & Networking HTML-Front Page-Dream Weaver
PROFESSIONAL EXPERIENCE:
COMPUTER IMAGER
Confidential, Camp Hill, PA
Responsibilities:
- Un - boxing and boxing computers
- Staging computers to be imaged for windows XP and 7
- Monitoring staged computers for any issues like uninstalled software
- Correcting any issues that may occur during the imaging process
- Checking computers meet the QA standards provided before shipping
DATA ENTRY TECHNICIAN
Confidential, Harrisburg, PA
Responsibilities:
- Entered medical prescriptions for Doctors and patients via VAX
- Updated patients information on prescription via Compass
- Added doctor information to the data base via VAX
- Updated doctor information to the data base via VAX
HELP DESK ANALYST
Confidential, Mechanicsburg, PA
Responsibilities:
- Received incoming and made outbound calls and self service tickets from the Service Now ticketing system
- Assisted users with connection, email, browsing and access issues to Local & VPN Networks
- Account setup for users in Seibel, Accelerator, Solution Center, Oracle, Granite, Etc. using Active Directory and Web - Ex
- Remote Trouble shooting for users in Seibel, Accelerator, Solution Center, Oracle, Granite, Etc. VIA SCCM or Web Ex
- Answered technical questions for users in Seibel, Accelerator, Solution Center, Oracle, Granite, Etc.
- Push Software out to user-s computers upon request VIA SCCM or Web Ex
- Assisted with Windows 7 upgrade and migration on all internal systems
- Email address and distribution list creation and editing using Active Directory
CUSTOMER SERVICE SUPPORT SPECIALIST
Confidential, Harrisburg, PA
Responsibilities:
- Assisted customers with cell phone connections issues and general cell phone issues
- Assisted customers with connection, email, browsing and cell phone app issues
- Answered technical questions for customers and fellow team members
- Accepted payments and answered billing questions for customers and fellow team members
ADVANCE PRODUCT GROUP SUPPORT PROFESSIONAL
Confidential, CABLE York, PA
Responsibilities:
- Assisted customers with phone connections issues and general phone issues
- Assisted customers with connections, email and browsing issues
- Answered technical questions for customers
- Answered technical questions for fellow team members as a Team Lead
- Monitored called for fellow team members as a Team Lead for quality assurance
- Took Supervisor escalations from fellow team members
WEB HOSTING TECHNICIAN
Confidential, Harrisburg, PA
Responsibilities:
- Assisted customers with FTP, Web Publishing issues
- Assisted customers with debugging Perl, Java and Flash scripts
- Assisted Customers with trouble shooting issues with Front Page
- Assisted customers with connections, email and browsing issues
- Answered technical questions for customers
