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Customer Service Analyst Resume

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SUMMARY:

  • Polished, professional Help Desk Technician offering several years of experience providing customer support.
  • Expert communicates skills with an unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.
  • CompTIA Security+
  • 5c Public Trust Clearance
  • Microsoft Word, Excel, Power Point, Outlook Express
  • Microsoft Windows XP
  • Microsoft Office XP Professional

PROFESSIONAL EXPERIENCE:

Confidential

Customer Service Analyst

Responsibilities:

  • Define requirements, configure, test, and maintain custom Oracle Service Cloud (CRM) systems dat may include chat, email, noledge base, customer satisfaction surveys, and customer portal elements
  • Provided information, advice and assistance regarding the various types of financial aid available to students.
  • Conducted proactive consultative needs analysis for potential and existing customers inquiring about completing the FAFSA or creating an FSA ID.
  • Provided multitasking skills with the ability to handle multiple mediums of communication simultaneously including, phone, email and chat while working in a fast - paced environment.
  • Maintained a high rating for each metric dat the company used to rate calls.
  • Address customer service inquiries in a timely and accurate fashion.
  • Provided accurate and appropriate information to answer questions and troubleshoot issues.
  • Properly directed inbound calls in phone queues to improve call flow.
  • Demonstrated mastery of customer service call script within specified timeframes.

Confidential

Level 1 Help Desk Technician

Responsibilities:

  • Ensures timely response to incidents by following up and updating tickets with relevant and accurate information as incidents are reported. Transfers incidents to Level II support if not able to resolve. Documents and tracks incident status until closed or resolved while keeping upper management informed of the status.
  • Effectively resolves system user problems and requests in a timely manner using system related noledge by performing problem recognition and resolution.
  • Accurately prioritize, categorize and log calls, reset network passwords, resolve print queue problems, manage crisis escalation and transfer calls to other support group as appropriate.
  • Implement Active Directory and Implement Remedy trouble ticket.
  • Install/Configure Windows 7 operating system, troubleshoot add/Remove/Update Test and Install Patches, MS Outlook Support, and Troubleshoot connections to Network Shares.
  • Answering calls arriving at the Support Center and to accurately identify, prioritize and log the service requests within the established standards. Diagnose problems by asking accurate, concise questions in a professional and timely manner.

Confidential

Help Desk Technician

Responsibilities:

  • Install, troubleshoots system, laptops, servers, printers and network issues.
  • Remote diagnoses and troubleshoots client workstations using Remote Desktop or similar applications.
  • Answer, evaluates, and prioritizes incoming telephone, voicemail, e-mail, and in person requests for assistance from users experiencing problems with hardware, software, network connectivity, and other computer relates technologies.
  • Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
  • Provide end-user Client Support Admin and Network Computer Center phone support.
  • Logs and track calls using problem management database, and maintains history records and related problem documentation.
  • Create, modify, move, delete and restore distribution lists and assign mailboxes.

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