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Customer Service Representative/administrative Assistant Resume

New York Ny New York, NY

SUMMARY:

  • Extensive experience with Microsoft products and Operating Systems such as Microsoft Office and Windows
  • Experienced using administrative tools in Windows to manage users and groups, and assigning rights/permissions
  • Knowledge and experience using Routed Protocols: TCP/IP, VLAN, VPN,
  • Cisco and Nortel routers and switches
  • Working knowledge of supporting various IT platforms
  • Provide advice and guidance on a wide range and variety of complex IT issues
  • Identify and define business or technical requirements applied to the design, development, implementation, management, and support of systems and networks
  • Conduct analyses and recommend resolution of complex issues affecting the specialty area
  • Test and optimize the functionality of systems, networks and data
  • Ensure optimal use of commercially available products
  • Represent the organization in interactions with other organizations
  • Provide technical leadership on group projects
  • Interpret IT policies, standards, and guidelines
  • Project Management and Coordination

PROFESSIONAL EXPERIENCE:

Confidential, New York, NY

Customer Service Representative/Administrative Assistant

Responsibilities:

  • First point of contact for all client issues and provide initial support via phone, email, and through the service desk ticketing system
  • Make sure all clients are technically functioning
  • Ensure that DMS services are up to client expectations, and to actively manage and monitor all issue related to services.
  • Sales Support role - support our sales team by helping to build quotes, draft contracts, and any other documentation needed.
  • Admin support role - to assist with company transactions, A/R and A/P, invoicing clients, following up on payment, entering all vendor bills, paying bills on time, and budget maintenance.
  • Work with end users to identify and deliver required PC service levels.
  • Recommend, schedule, and perform PC, hardware and peripheral equipment improvements, upgrades, and repairs.

Confidential,New York, NY

Special Services Coordinator

Responsibilities:
  • Direct interaction with account managers, field services, customers and carriers via email and telephone
  • Responding promptly to customer's inquiries and requests
  • Communicating and working closely with internal colleagues to ensure requests and issues are resolved in a timely manner
  • Following the status on all transactions when needed; being alert for potential issues
  • Scheduling and coordinating shipping arrangements per clients or account services request
  • General dispatch and tracking of shipments
  • Receive, review and create high volume and/or complex order creation and shipments for clients
  • Ensure proper documentation is sent for overseas shipments
  • Track and trace inbound -outbound ocean/ air freight for specific clients
  • Adhere to all domestic and international shipping regulation

Confidential, New York, NY

Technical Support Specialist

Responsibilities:
  • Performed as the Live Online Subject Matter Expert (SME) and provide support to the General Customer Service Team as required
  • Service all customers contacting Kaplan's Customer Care Center in a caring and professional manner
  • Monitor ongoing Live Online class sessions to ensure smooth service delivery
  • Report to management on a regular basis any issues encountered while servicing customers
  • Accurately troubleshoot and process all service requests related to Live Online as well as traditional customers
  • Suggest best practices and policy changes to CCC management based on student interactions
  • Make out-bound calls to enrolled Kaplan students in an attempt to address service concerns or collect customer intelligence

Confidential, New York, NY

Junior System Administrator

Responsibilities:
  • Liaison between the Call Center and Technology departments to maintain open communications and support the call center
  • Maintain and support Macintosh, PC, and Telecom equipment and servers
  • 1st line of support to troubleshoot phone and technology issues for call center
  • Escalation to Telecom and Technology teams
  • Updating call center personnel of any technology issues and progress
  • Maintain homegrown business system and Automated Process servers
  • Check/restore back ups
  • Assist with day-to-day systems issues
  • Inventory hardware and software for systems
  • Update systems and procedures for Sarbanes-Oxley compliance
  • Update current documents, processes and policies

Confidential, New York, NY

Technical Support Representative

Responsibilities:
  • Troubleshooting to an extent of Personal Computer, Laptops and MAC
  • Software support for Windows 2000, XP Home and Professional, Vista, MAC OS 8, 9, 10 and X
  • Provide support for a numerous of online programs offered such as GMAT, LSAT, MCAT, NBDE, PMBR, SAT, PSAT, Instructor Support System (ISS), etc
  • Troubleshoot Internet Security Software as needed
  • Assist students on the phone and over email in a courteous, knowledgeable and timely matter
  • Assist Kaplan students with technical problems regarding their online course components and CDs
  • Escalate found bugs to web developers and follow up on status of bugs
  • Handle LivePerson chats for the Kaplan K-12 Online products
  • Participate in QA of online products and services, website copy, and site navigation.
  • Contribute to the improvement of business systems
  • Monitoring and maintenance of Kaplan Business Systems and Servers

Confidential, Bronx, NY

Technology Tutor

Responsibilities:
  • Provide assistance to students with printing, copying, scanning and other hardware trouble-shooting needs
  • Provides assistance to students with computer applications, including Microsoft Office, Adobe Creative Suite and other applications installed on the Information Commons Pcs
  • Performs routine computer and copy machine maintenance, including clearing printer jams, replacing toner and ensuring that the needed supplies are in the Information Commons area
  • Refers students with research questions to the Reference Librarian on duty
  • Provide assistance on projects as assigned

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