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Call Center Operator / It Service Desk Analyst Resume

Washington, DC


  • Exceptional telephone etiquette, active listening and strong communication skills with the ability to ask probing questions.
  • Proven ability to identify, analyze and solve customer’s issues.
  • Ability to think quickly and logically to ensure expedient responses to customer inquiries.
  • Accurately enters customer information into customer relation management database.
  • Ability to support and work effectively with others in a team environment developing strong influencing and closing skills.
  • Dependability and the ability to learn and navigate new software quickly.
  • Ability to work amid constant distractions and deal courteously and effectively with several requests simultaneously.
  • 18+ years of experience providing superior customer service in a high volume and fast - paced call center environment.


  • Data Entry
  • Windows 95
  • 98
  • 2000
  • 07
  • XP
  • MS Word
  • Outlook
  • Vista (A2R)
  • EDI
  • Hansen 8
  • Customer Relations Management
  • Office 365
  • (BMC) Remedy 8.1
  • Xceedium
  • Skype / Lync
  • internet navigation's and various office equipment.


Call Center Operator / IT Service Desk Analyst

Confidential, Washington, DC

  • Provide IT Desk Service support for all DHS users via telephone and emails.
  • Perform initial triage of all IT incidents and service requests reported by DHS users.
  • Achieve first contact resolutions on service request and incidents.
  • Provided users with an incident or work order ticket number.
  • Verify or update users contact info.
  • Use Remedy to record all user inquiries and all service requests.
  • Helped users mapped to designated printers, add / delete shared mailboxes and scheduled Conference Bridges as requested.
  • Monitor Service Desk queue for new emails and status updates in accordance with applicable Service Level Agreement (SLAs).
  • Assist user with Bit Locker recovery key and McAfee password reset.
  • Monitor and track software installs, new hire hardware, hardware replacement and deployment of mobile devices.
  • Issued users with temporary passwords; unlock user account within security protocol.
  • Walk DHS user through registering CAC / PIV card.
  • Communicate network / system outages to Headquarter Operation Center (HOC).
  • Perform a warm hand off to the back-line service desk for troubleshooting and resolution of issues that can’t be resolved by service desk.

Front Counter Information Specialist

Confidential, Rockville, Maryland

  • Greet customers (Homeowners, Contractors, Permit Runners, etc.)
  • Provide general permitting information, applications and forms.
  • Check applications for completeness and prior signatures.
  • Verify property owners in SDAT and contractors thru MHIC licenses thru state database.
  • Enters application information in Hansen 8 database and assigns a permit number.
  • Address customer’s complaints; expedite corrections and adjustments.
  • Receives logs, prioritizes, and distributes applications and plans to the appropriate staff for technical review.
  • Coordinates with staff as to the status of plan reviews and alerts applicants regarding permit rejections or approvals;

Customer Service Specialist

Confidential, Washington, DC

  • Answered incoming calls from bookstores, libraries, government agencies, colleges and universities.
  • Responsible for receiving, analyzing and responding to specific needs and requests from CQ Press customers.
  • Accepted book orders via phone, email, fax and EDI.
  • Verify product, availability, discounts, and accuracy of book orders, subscription renewals and product return.
  • Update customer management database with changes and status of each customer contact.
  • Request refunds, credits, copies of invoices for damaged or missing book titles.
  • Documentation of customer account, details of inquiries, complaints, comments, as well as action taken.

Call center Support Generalist

Confidential, Rockville, Maryland

  • Answered one hundred (100) or more inbound calls per scheduled work day.
  • Assist applicants w/ basic internet issues (logon errors, password reset, cookies, software downloads, etc.)
  • Accurately intake various registrations and application for upcoming assignments.
  • Update applicant’s demographics and verify application status.
  • Use Remedy to log, receive and track trouble ticketing to identify, create and assigns them to technicians for action and ensures that their ticket is resolved and close out.
  • Contact customer in order to respond to inquiries or to notify them of resolutions or adjustments.

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