Call Center Representative Resume Linthicum, MD - Hire IT People

PROFILE:

Service minded individual with critical thinking and creative problem solving skills. Seeking full time position in the IT field to utilize my knowledge, current education and training.

TECHNICAL SKILLS:

Active Directory
Microsoft Office (Word, Excel, Outlook, PowerPoint, Access, Project, and Visio)
VMware
Network Configuration and support
IT Security Policies
Windows Server 2003
Information Security
Ability to project professionalism via oral and written communication, even in stressful situations
Excellent customer service and the ability to verbally communicate calmly and effectively (2 years experience)
Punctual and dependable

WORK EXPERIENCE:

Call Center Representative

Confidential, Linthicum, MD

Responsibilities:

Served in a high - paced call center that provided 24/7 support
Transferred electronic tickets to the correct office utilizing Cherwell. As a valuable team member I supported the Command Center initiative during its EPIC Go-Live supporting three area hospitals.
Received and collated calls from the Doctors, Nurses and other hospital staff members at UMMS Baltimore Washington Medical Center, UMM Midtown Campus (formerly Maryland General Hospital), and University of Maryland Rehabilitation and Orthopedic Institute (formerly Kernan Hospital) including Go-Live Support Trainers who were on the floor supporting the hospital staff during the implementation.

Command Center Technician

Confidential, Washington D.C.

Responsibilities:

Worked on Remedy OPAS Ticketing system
Provided 100% phone support during an EMR Go-Live for various hospital systems.
Captured the required information for each ticket.

Helpdesk-Remote Support

Confidential, Columbia MD

Responsibilities:

Received and collated calls related to the Lawson upgrade
Remotely adjusted Internet Explorer settings
Provided step by step instructions on how to adjust the settings to the client
Tested the Lawson application to make sure that it loads correctly
Transferred electronic tickets to the correct office utilizing Cherwell.
SCCM 2012 Remote Control

Telecommunication Technician

Confidential

Responsibilities:

Programmed the extension on the 9611 phones utilizing the Avaya phone system
Configured the 4610swIP for VPN uses at home
Packed and organized different Avaya phone models (2410,2420, 4610swIP, and 9611)
Developed spreadsheets to organize new extensions and the associated agents
Monitored and validated recordings using Verint Impact 360
Received and recorded tickets along with subsequent resolutions in the Connexus Ticketing system

Technician-Contractor

Confidential, Hunt Valley, MD

Responsibilities:

Assisted in technical support
Installed printers, computers and software
Added computers to the Domain

Technician

Confidential, Largo, MD

Responsibilities:

Ensured that all equipment was working properly
Assisted the election judges in technical support
Packed equipment at the end of the day

We provide IT Staff Augmentation Services!

Call Center Representative Resume

Linthicum, MD

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