Technical Proficiencies:

Windows 7
Windows 2000/XP/Vista
Microsoft Office Suite (Outlook, Excel, Word, PowerPoint)
Wireless Connectivity/Network/VPN
Active Directory
Novell
Citrix
Cisco
Putty
PeopleSoft
Troubleshooting/Remote Access

Professional Experience:

Confidential,Technical Support
August 2012 – Current

• Receive inbound calls for Hardware, Software, Networking and Password issues.
• Correspond tickets to field techs via Alloy
• Provide Desktop support to Walk-ins
• Assist with account creations in Active Directory
• Update Active Directory to complete software installations.
• Add/Delete users within Active Directory environment.
• Troubleshoot external Citrix Access Gateway
• Assist with VPN and Wireless Connectivity issues.
• Troubleshoot printers and fax machines.

Confidential,College Matching Specialist
March 2012 – August 2012

• Responsible for taking up to 100+ caller per day generating leads for colleges such as Colorado Technical University, Kaplan University, Everest Institute.
• Talk with prospective students over the phone to provide information about schools and the programs they offer.
• Provide Excellent customer service 100% of the time

Confidential,Technical Support
November 2010-November 2011

• Provided technical support for 32 Universities and Colleges
• Troubleshoot and resolve technical issues for Deans, Professors and Students around the world.
• Responsible for taking up to 50 calls per day.
• Responsible for greeting each school with a different site specific introduction.
• Responsible for making sure Prioity1 issues are personally transferred to the onsite tech
• Receive inbound calls for Hardware, Software, Networking and Password issues.
• First call resolution with a 7 minute handle time for each call.
• Resolve application issues with Portal Systems such as Luminis, Peoplesoft, MyCampus, WebAdvisor, uPort
• Provide professors and students with walkthroughs in Learning Management Systems such as Angel, Blackboard, Saki, WebCT and Moodle.
• Reset user passwords in Active Directory.
• Troubleshoot MS Office Applications.
• Assist with VPN and Wireless Connectivity issues.
• Document calls in detail using a uniform ticketing interface.

Confidential,Technical Support
April 2010-August 2010

• Assisted with the acquisition of 6000 Verizon employees to Frontier operations.
• Responsible for taking up to 50 calls per day.
• Responsible for 300 programs proprietary to Frontier.
• Assisted in making sure users accounts were setup properly in Active Directory in conjunction with the Security Team.
• Entrusted with administrative rights to all users PCs along with administrative passwords to all PCs.
• Provided users with Administrative rights to when necessary.
• Installed programs directly to user PCs from FTP and network locations.
• Responsible for making sure the team’s unassigned open tickets were resolved in a timely manner.
• Troubleshoot and resolve technical issues for Frontier internal employees, Field Techs and Call Center representatives around the country.
• Receive inbound calls for Hardware, Software, Netwcorking and Password issues.
• First call resolution focused, with an emphasis on customer service.
• Vast knowledge of common technical issues with Windows 2000/XP Operating Systems.
• Resolve application issues with Outlook, Word, and Excel.
• Add/Delete users within Active Directory.
• Reset user passwords.
• Assist with VPN and Wireless Connectivity issues.
• Document calls in detail using a uniform ticketing interface.

Confidential,Technical Support
November 2008-April 2010

• Troubleshoot and resolve technical issues for Capital One internal employees.
• Receive inbound calls for Hardware, Software, Networking and Password issues.
• First call resolution focused, with an emphasis on customer service.
• Vast knowledge of common technical issues with Windows 2000/XP Operating Systems.
• Resolve application issues with Outlook, Word, and Excel.
• Add/Delete users within Active Directory and Novell environment.
• Reset user passwords.
• Assist with VPN and Wireless Connectivity issues.
• Document calls in detail using a uniform ticketing interface.

Confidential,Tele Fundraiser
January 2008- October 2008

• Outbound call center participating in various fundraising drives for Universities and Hospitals nationwide.
• Heavily customer service focused and establishing quick rapport with potential donors was necessary.
• High Call Volume environment that required a great deal of tenacity.

Confidential,Customer Service Representative
March 2008-July 2008

• Responsible for client calls with Wal-Mart, Walgreens, CVS and Rite Aid to determine a process for the return of obsolete Kodak Picture Makers and to make sure the parts were delivered to a Kodak warehouse.
• Retrieve Isilon hard drives from companies such as: ESPN, NBA, NBC Universal, XM Satellite Radio, Facebook.com, and EMUSIC.
• Met targets for equipment returns within 23 days with a short term goal of retrieving the parts on the first call, resolving 10 to 12 cases an hour. Prepared billing for parts not returned within 30 days.
• Verified that parts were returned to their locations by using Internet Explorer, DHL tracking numbers, Vantive and Excel updating.

Confidential,Senior Voice & Data Sales Representative
March 2007-August 2005

• Received inbound calls from existing and potential AT&T
• Wireless customers inquiring about new lines of service,
• additional data features, accessories, and rate plan changes.
• Became very knowledgeable of the different cellular devices
• for several companies, such as Motorola, Sony
• Ericcson, Samsung, LG, Nokia, Palm and Blackberry.
• Sold 100 to 120 cellular phones per month
• with accessories and features. (Average Employee 65 to 80).

Confidential,Outbound Sales Representative

• Made outbound calls to customers specified by MBNA offering
• various credit cards to pre qualified card holders.
• Used existing customer service and sales skills to generate interest in special offers.