Associate Specialist, Customer Service Representative Resume Fairfax, VA - Hire IT People

SUMMARY:

IT professional with 15+ years of experience in Help Desk Support, Customer Service and Systems Administration.
Diverse technical expertise in hardware setup/configuration with a proven record of increased responsibilities.
The ability to deliver outstanding user support and efficiently resolve critical operational issues.

TECHNICAL SKILLS:

MS Office 2010 - MS Office 365 -Windows PowerShell
Windows 7 Enterprise -Mac OS 10 -Staples/Printuition
Remedy, Heat and -VDI (Virtual Desktop Integration) -VPN (Virtual Private Network)
TrackIT Ticketing Systems -Active Directory -Citrix GoToAssist 2.0
PeopleSoft CRM -MS Exchange Server -Singularity
Avaya Phone System -MS Lync -Blackboard 9.1

PROFESSIONAL EXPERIENCE:

Confidential, Fairfax, VA

Associate Specialist, Customer Service Representative

Responsibilities:

Financial Aid Service Call Center - Responded to incoming calls for over 90,000 students.
Provided quality customer service to students and staff for accurate and up-to-date information on the specifics of the Financial Aid process and all of the aspects included in applying to and attending college.
Topics covered: Application process for Admissions, Financial Aid Status, Student Accounts, Registrations History (Classes), Customer Accounts and the Financial Aid Awarding Status.
Worked closely with the Financial Aid Command Center and supervisors for additional information and escalation procedures.
Obtained information via PeopleSoft CRM, knowledge-based articles and UMUC website.
Processed cases via Sales Force application.

Confidential, Herndon, VA

Team Lead, IT Help Desk

Responsibilities:

Managed, trained and coached a team of 4 SME Help Desk technicians who provided support to university students, faculty and staff.
Processed help desk tickets for account creation of new hires, modifications and terminations.
Conducted coaching sessions and provided one-on-one feedback.
Monitored team case load ensuring compliance with departmental Service Level Agreement.

Confidential

IT Help Desk Technician

Responsibilities:

Responded to incoming calls; processed cases and emails in lieu of technical support for staff, faculty and students at 80 campuses; provided Tier2/Tier3 support.
Provided technical assistance for: Cisco AnyConnect Secure Mobility Client - VPN, MS Office, Office 365, Citrix GoToAssist, Citrix GoToMeeting, Blackboard 9.1 and Virtual Desktop Integration. Various proprietary in house software, 360 PeopleSoft CRM, iCampus, Host Program, Workday and Abra HR Systems, Singularity, Avaya and Genesys Phone Systems, Erequisition Business Portal and Great Plains.
Created and modified telephone extensions in Avaya Telephone System.
Processed cases in the company’s Strayer 360 PeopleSoft CRM ticketing system.
Reset, unlocked and disabled user accounts in Active Directory.
Modified staff and faculty email accounts for name change requests using Active Directory and Exchange Management Console; created shared group/student email accounts in PowerShell.
Managed university’s Staples Printuition System ensuring service for all printers, copiers and fax machines.
Tracked daily backup reports and network alerts.

Confidential, Washington, DC

Administrative Tech Support Specialist

Responsibilities:

Created new employee accounts for over 400+ users for Windows XP/2000/98 and Macintosh platforms.
Resolved and troubleshoot Macintosh and PC problems impacting service of various publications.
Supported email and web system functions related to electronic distribution of several newsletters.
Monitored Local Area Network (LAN), Wide Area Network (WAN) Servers for help desk calls and tape backup systems.
Setup workstations, laptops and implemented computer end user training.

Confidential

Production Coordinator

Responsibilities:

Supported users in 3Com and Novell Netware environments.
Designed several publications using Xywrite, MacDraw, BBEdit and Photoshop applications.
Prepared an online publication through electronic transmission and monitored the tape backup system.

Confidential, Washington, DC

Production Supervisor

Responsibilities:

Directed production for daily and weekly newsletters; trained editorial typists and production assistants.
Acted as a liaison for hardware maintenance and ordered office supplies.
Assisted the editors with transmission of desk copy.