Call Center Operator / IT Service Desk Analyst Resume Washington, DC - Hire IT People

SUMMARY:

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.

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

Call Center Operator / IT Service Desk Analyst

Confidential, Washington, DC

Responsibilities:

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

Responsibilities:

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

Responsibilities:

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

Responsibilities:

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.