Tier 1 Customer Service Representative Resume Upper Marlboro, MDÂ - Hire IT People

SUMMARY:

Help Desk professional offering superb customer service and technical resolution in high volume call center. Experience supporting over 90,000 faculty. Staff, and students overseas and within the United States. Proficient knowledge and execution of Remedy and Salesforce ticketing systems, remote troubleshooting, password resets and documentation.

TECHNICAL SKILLS:

Networking: TCP/IP & LAN/WAN Protocols Network Technology Network Systems Management Network Development GUI Applications

Operating Systems: Windows 2000/7/XP Windows Server 2003 Linux

Hardware: Assemble/disassemble PC s Install, configure, troubleshoot and repair Installation, testing and troubleshooting of cabling

Software: Microsoft Word, Excel, PowerPoint, Access, Outlook, Visio, Exchange Adobe Photoshop Install, configure and troubleshoot Sales force Parature WebEx Fischer PeopleSoft

Technical Support/Customer Service: Troubleshoot hardware/software Troubleshoot network connectivity Software installation support Documentation

Virtual Machine Environment: Triton (Amazon Workspace) Aeronomy (VMware) VPN (Cisco AnyConnect) Bomgar Representive Console certified

General: Strong written and verbal communication skills Team building High level customer service Problem Solving Reliable

PROFESSIONAL EXPERIENCE:

Confidential, Upper Marlboro, MD

Tier 1 Customer Service Representative

Responsibilities:

Track incoming inquires with a remedy - based tracking system.
Supply general knowledge about client and provide technical support for websites and programs used by the University.
Assist customers remotely providing aid customers ensuring that their systems are up to par to fully utilize school’s Learning Management tools for online and hybrid classes.
Support Students/Faculty and Staff systems using Windows (XP, Vista, 7 and 8), Mac (Tiger, Leopard, Snow Leopard and Lion) and Personal Devices to include Blackberry, Android, iPhone and iPads.
Troubleshoot and offer technical support for Microsoft Office, Java, Adobe and Internet Browsers such as Internet Explorer, Firefox, Google Chrome and Safari.
Experienced in fast paced-high call and chat volumes. Able to touch-type and enter detailed information in the trouble ticketing system while interacting with customers telephonically. Able to close out cases and have follow-up emails sent to customers before the end of the call.
Excelled with client Service Level Agreements and Key performance Indicators exceeding standards.
Capable of providing chat services with up to three customers with no lag time. Simultaneously providing excellence customer service.
Follow up with customers before closing out cases ensuring optimum customer service

Confidential, Upper Marlboro, MD

Tier 1 Customer Service Representative

Responsibilities:

Call Center Technician at University of Maryland University College 24-7 / 365 technical assistance via email, phone and online chat supporting more than 90,000 Faculty, Staff and students (Stateside and Overseas).
Track incoming inquires with a remedy-based tracking system.
Supply general knowledge about client and provide technical support for websites and programs used by the University.
Assist customers remotely providing aid customers ensuring that their systems are up to par to fully utilize school’s Learning Management tools for online and hybrid classes.
Support Students/Faculty and Staff systems using Windows (XP, Vista, 7 and 8), Mac (Tiger, Leopard, Snow Leopard and Lion) and Personal Devices to include Blackberry, Android, iPhone and iPads.
Troubleshoot and offer technical support for Microsoft Office, Java, Adobe and Internet Browsers such as Internet Explorer, Firefox, Google Chrome and Safari.
Experienced in fast paced-high call and chat volumes. Able to touch-type and enter detailed information in the trouble ticketing system while interacting with customers telephonically. Able to close out cases and have follow-up emails sent to customers before the end of the call.
Excelled with client Service Level Agreements and Key performance Indicators exceeding standards.
Capable of providing chat services with up to three customers with no lag time. Simultaneously providing excellence customer service.
Follow up with customers before closing out cases ensuring optimum customer service

Confidential, Annapolis, MD

Wireless Sales Professional

Responsibilities:

Use strong negotiation skills to generate and close sales effectively
Communicate effectively with customers
Inspire repeat customer visits and sales
Use knowledge of cashiering, receipt processing, and inventory control procedures

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Tier 1 Customer Service Representative Resume

Upper Marlboro, Md

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