SUMMARY:

• A professional administrative support person; who adapts to working in fast - paced environments. Conveying strong
• Organizational, technical, and interpersonal skills, highly trustworthy, ethical, and discreet; committed to superior customer
• Service. Confident and poised in interactions with individuals at all levels Detail-oriented and resourceful in completing projects;
• Able to multi-task effectively.

TECHNICAL SKILLS:

Software:: Microsoft Office Suite 2000, 2003, 2007,2010, & 2013 64bit (Access, Excel, PowerPoint, Word); Microsoft Windows Operating Systems 2000, XP, Vista,Windows 7 and Windows 10 ; Norton Ghost; installing drivers; SharePoint; basic HTML, blogs, and wikis; basic understanding of database and SQL; Active Directory, Symantec, Java, Microsoft System Configuration Control Manager, Avaya, Mozy Pro, Share files, Logmein123.com (Remote Access), Remedy,VPN,Mainfame

Hardware:: Cisco IT Essentials (PC software and hardware); HP desktops & laptops; Dell desktops & laptops; Lenovo ThinkPad laptops; HP printers; general computer builds, moves, setups and repairs; hardware installations and swaps; IPhone and Android Configurations

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

PROFESSIONAL EXPERIENCE:

Confidential, Washington DC

Help Desk Analyst Tier 1

Responsibilities:

• Provide technical assistance, support and advice to customers and other users
• Oversee the daily performance of their company’s computer systems and evaluate the usefulness of software programs
• Receive telephone calls and e-mail messages from customers who are seeking guidance on technical problems
• Listen carefully to the customer, ask questions to diagnose the nature of the problem, and then walk the customer through the problem-solving steps.
• Provide Technical assistance companywide taking 25-30 calls a day
• Provide technical assistance remotely using SCCM companywide
• Providing assistance to customers under a company standard of 15 minutes per call
• Use Remedy ticketing system to process, escalate or resolve tickets

Service Representative I/ Billing and Enrollment Representative

Responsibilities:

• Responsible for processing Health Benefits Forms and correspondence submitted by government agencies, local plans, and Office Of Personnel Management (OPM)
• Identify Health Benefits Forms in (3) ways, SF2809,SF2810 forms and 834 Tape
• Verify
• Update and make changes to members contract using correspondence we receive by fax
• Receive and update information by way of Enrollment Confirmation Forms, Medicare letters, Divorce decrees, and Workers Compensation forms
• Process documents that enroll members, change enrollment code, add and activate members, divorce a spouse, add step children, grandchildren, and cancel contracts

Technical and End- User Support

Responsibilities:

• Provided timely and complete resolution of user problems/issues with customer satisfaction being the goal; using the IT department policies and procedures as guides
• Monitored and respond quickly and effectively to requests received by email or phone
• Monitored Service Desk for requests/incident assigned and process first-in first-out based on priority
• Utilized and maintain the service desk incident management system
• Assigned users and computers to proper groups in Active Directory
• Escalated unresolved calls to the infrastructure support team
• Take ownership of user problems and follow up on the status of problems on behalf of the user and communicate progress in a timely manner
• Provided timely and complete resolution of user problems/issues with customer satisfaction being the goal; using the IT department policies and procedures as guides
• Demonstrated listening and questioning skills to uncover all aspects of problems (for complete resolution and customer satisfaction).
• Diagnosed hardware, software, and operator problems and take appropriate remedial actions and document installation and configuration procedures.
• Performed regular maintenance of the computer network equipment including restoring data files from backups, verifying and changing backup tapes, cleaning and repairing printers, etc.
• Recorded equipment upgrades and swap-outs to ensure the accuracy of the company's computer equipment inventory.
• Performed other related duties as reasonably assigned.
• Worked closely with the IT engineering team in transitioning new systems or upgrades to the production environment.
• Documented issues and resolutions addressed in Service Desk Knowledgebase.
• Documented installation and configuration procedures for supported systems and applications.
• Participated in technology related projects in line with business requirements as directed by Carlyle IT Management
• Suggest/participate in improving procedures related to our customer service and Helpdesk functions

Center Consultant

Responsibilities:

• Assisted in training of center team members
• Consulted with team customers to understand each customer’s individual needs
• Provided customer expertise in printing signs and graphics
• Took complex customer orders using project management ordering system and provided accurate pricing information
• Set up, operated printer and, bonded other related equipment
• Provided an outstanding customer service experience by using consulting skills to a anticipate customer needs
• Ensured all customer problems are resolved to the satisfaction of the customer
• Maintained a safe, clean and, orderly retail center

Enrollment Counselor

Responsibilities:

• Developed relationships with parents as an enrollment advisor assists in collecting all required documentation
• Understood and able to explain, if applicable, the differences between all K12 school offerings to potential customers
• Performed up-to-date with changes to schools and their enrollment policies and procedures and messages these appropriately
• Performed the placement enrollment processes and next steps based on the specifics of the individual school
• Conducted Admissions Conferences with all applicants which includes verifying data and explaining school specific policies in detail
• Recorded all communication and contact data on a timely basis with accuracy including detailed notes into the Customer Relationship Management tool provided (Total View Enrollment)
• Met departmental levels for phone productivity, applicant contact goals, enrollment targets, withdrawal rates, call quality, customer satisfaction, customer loyalty, attendance and schedule adherence
• Maintained strong skills to effectively operate company systems programs
• Team player that can adapt to change easily in a fast-paced environment

Help Desk Tier 1

Responsibilities:

• Respond to internal & external telephone calls and email request for support
• Document, track and monitor problems to ensure timely resolution
• Provide support to Customer Service employees
• Provide remote training to customers
• Escalate problems as necessary
• Process hard ware RAMS’s as necessary
• Collaborate in making changes to Help documents
• Create and communicate bulletins to customers and support personnel

Network Integration/Project Management Intern

Responsibilities:

• Conducted Voice Services installations for AARP staff
• Operated, supported and maintained AARP’s Enterprise Voice systems
• Assisted IT staff with organization and presentations for IT trade show
• Generated minutes for various IT Expo and Member event meetings
• Programmed voice systems for routine MAC (moves, adds, changes) and for project work as needed
• Performed important administrative functions for the project manager
• Updated the project schedule, took minutes at meetings, made phone calls to vendors and suppliers, responded to e-mails and wrote progress reports to the project team