SUMMARY:

• 7+ years of demonstrated professionalism in a call center with a true passion for customer service empathize with concerned customers.
• 5 + years of Technical Support experience including phone support.
• Adept in Service Now procedures.
• 2+ Experience working a contract position as a Level 1 Service Desk Analyst.
• Nearing completion of Associates degree in Networking Administration at Confidential .
• POS troubleshooting, Single Sign On, RFID scanner, and Remote Maintenance experience.
• Server Migrations and Remote Server maintenance experience.
• Knowledge of TCP/IP, DHCP, Network Connectivity, LAN/WAN.
• Video Editing, Web Design and Graphic Design and expertise.
• Volunteered time at Free Geek, and Confidential Technical Services troubleshooting and service issues.
• Attend Penguins Unbound meetings, a group of Linux users who meet regularly to share knowledge.
• Keep up - to-date on the latest data/entertainment technology and computer developments.
• Troubleshoot pc issues, replacing hardware, installing software, OS s, updating and installing hardware.

PROFESSIONAL EMPLOYMENT:

Confidential

Order Processor

Responsibilities:

• Performed quality control proceedings in the "vault" to ensure hard copy of mortgage files are filed properly.
• Sorted through shelves of folders shelves in the vault are in their proper place with the correct documents.
• Pulled files for t scanning department, project involved moving and reorganizing a section of mortgage folders.

Confidential

Helpdesk Technician

Responsibilities:

• handling issues with software by use of chat interface completing tickets and assisting students and professors with courses, course materials and eBook services.
• Preformed collections for IC Systems collecting on debt for healthcare accounts that had become delinquent.
• Confidential took a very non-invasive customer service orientated approach.

Confidential

IT Consultant

Responsibilities:

• Assisted medical staff in registering for a single - sign-on database.
• Verified all single-sign-on was working properly on all systems in new clinic and did troubleshooting any issues.
• Provided on-site and help desk support for M-Health employees experiencing any difficulties.
• Utilized Cisco database and Smart Source ticketing systems.

Confidential

PC Installation Technician

Responsibilities:

• Finished up contract for a former contractor that left early.
• Arrived on site at Wal - Mart stores as a PC Tech of Confidential to trade out Windows XP pc's for Windows 7's.
• Located merchandise, verified with store management and transported PC's to correct departments.
• Replaced XP computers with Windows 7 machines, connected Windows 7 machines to existing network.
• Labeled, photographed documented and shipped Windows XP machines back to Confidential .

Confidential

Help Desk

Responsibilities:

• Provide first line of support and problem resolution for reported problems with roll out of new POS System.
• Answered calls, recorded, resolved, and tracked all incidents Recording all calls and results in Service Now.
• Located support within knowledge base and contributed if there are no knowledge documents in place.
• Administered User ID s and passwords for several internal web portals.
• Performed outbound follow - up for any tickets that were dispatched or upgraded to level 2.

Confidential

Customer Service Representative

Responsibilities:

• Worked at the inbound call center at Confidential processing energy rebates for utility customers.
• Assisted customers who had purchased Energy Star products with filling online forms to receive stimulus rebates.
• Answered any questions appliance purchasers had regarding the stimulus program and their qualifications.
• Deliver and retrieve rental cars from other locations, body shops, and mechanics and pick up customers.

Confidential

PC Technician

Responsibilities:

• Volunteered once a week
• Disassembled and repaired donated PC's for low income families and individuals.
• Tested individual parts to determine functionality. Dissembled and recycled parts not worth saving.
• Tested finished computers and loaded Linux Ubuntu on them to be sold in the thrift store.
• Canvassed neighborhoods door to door setting up leads for the sales department.
• Worked on a partial commission structure, setting sales goals and attending sales meetings.

Confidential

Lead Video Editor

Responsibilities:

• Upgraded PC s and managed the network involving internet, cable and satellite.
• Set up and maintained timed news recordings to run constantly on 6 TV networks and one radio station.
• Provided consistent communication between clients and staff using variety of mediums including video conferencing.
• Created edited news segments for PR cliental' using a JVC RM - 86U editing control unit and Avid Studio.

Confidential

Web Designer/Inbound Call Center Lead

Responsibilities:

• Served as Team Lead for 10 - 12 employees and lead the inbound team to record sales in 2001.
• Department was second line of soft inbound sales, primary responsibility is in collecting good information for design, second responsibility is up-selling packages and contracts.
• Developed materials - industry specific questioners to create customized tickets for design.
• Designed promotional and shopping cart web sites for small to medium sized businesses.
• Won numerous sales competitions resulting in winning a Dell computer and a trip to Vegas.
• Position required strong skills in creative writing and graphic design.