System Service Representative Resume

SUMMARY:

Hard working, self - motivated, IT student, who is proficient and confident installing and maintaining Windows operating system software, practiced in break fix support and preventative maintenance as well as Tier 1 Customer Service in a call center environment.
Recently held a Public Trust Clearance. Preferred contact via e-mail.

TECHNICAL SKILLS:

Excellent oral and written communication skills
Excellent customer service skills
Strong knowledge of Windows XP, Windows 7 and Windows 8
Experienced installing and maintaining Desktop SOE (Windows 2000/Windows XP, Anti-Virus Definitions, Latest Windows Patches)
Practiced break fix support and preventative maintenance (hardware repairs and installations - Motherboard, Processors, RAM, Hard Drive, etc)

PROFESSIONAL EXPERIENCE:

Confidential

System Service Representative

Responsibilities:

Resolve customer inquiries by phone, chat or email regarding Confidential ’s ProSeries Tax Software.
Learn and utilize specific software tools and problem solving strategies to solve for customer issues and continuously improve processes.
Do the right thing for the customer. Ensure that they have the tools and knowledge they need to run their business.
Learn and utilize specific software tools and problem solving strategies to solve for customer issues and continuously improve processes
Applies defined practices, procedures and company policies to triage, troubleshoot and resolve known issues and address routine customer questions.
Frames and escalates most issues that are not found in existing resources that support SSRs.
Receives detailed instructions on most assignments; follows established procedures on routine work.
Frames, updates and re-uses knowledge and provides input to existing knowledge or frames the problem to be solved. Creates knowledge content (articles) when they have a known solution that is not documented.

Confidential

Help Desk Support Tier 1 Customer Service Representative

Responsibilities:

Work extensively with information systems, system testing procedures, system issues management, networking and connectivity processes (including VPN Systems).
Monitor the Federally-Facilitated Marketplace (FFM) / Enterprise Identity Management (EIDM) systems for CMS.
Alert system owners of degraded system status; and alert system owners, stakeholders and management of production Severity 1 incidents.
Research and resolve inquiries in a professional, timely, and accurate manner.
Escalate all Tier 2 and Tier 3 inquiries and issues, based on documented processes, policies, and procedures.
Document all inquiry activities in the appropriate reporting systems.
Daily use of BMC Remedy Ticketing System.
Resolve inquiries to the end user’s satisfaction over the phone and email for the Exchange Operation Support Center.
Assisted junior members of the team regarding call handling procedures and system operation.
Created, updated and resolved hundreds of Remedy tickets.

Confidential

Hardware/Software Support

Responsibilities:

Travel on service calls to business & private clients. Perform extensive hardware diagnostics, troubleshooting and repairs. Diagnose/Resolve Windows 8, 7, Vista and XP operating system issues for both desktops and laptops.
Install, remove, or replace hardware for desktops and laptops.
Provide Microsoft Office support. Perform server back ups and quarterly maintenance. Diagnose and repair smartphones/tablets including motherboards, charger ports, and cracked screens.