Helpdesk and Customer Support Resume Profile

Highlights

Detail oriented with strong customer service skills
Ability to multi-task, set priorities and manage multiple projects simultaneously
Temperament to handle difficult conversations and situations
Creative problem solving capability
Aptitude for creating end-user documentation and delivering client training
Proficient in gathering and developing business requirements
Expertise in pre-sales support including presentations and technical support

PROFESSIONAL SKILLS

Project Management and Supervisory

Delivered in 1/3 the normal project time the development and implementation of a print-on-demand real estate investment trust brochure/prospectus to coincide with an employer sponsored industry conference
Instrumental in saving the account of an insurance client experiencing severe software development problems in policy document creation
Managed the delivery of a variable print/variable graphic brochure for the Wealth Management division of a major brokerage firm
Saved a major brokerage firm thousands of dollars per year by converting monthly statements from hand insertion into envelopes to automated insertion
Lead peer review and redesign of the division's Business Requirements Document template
Sole author of the integrated requirements document template for the execution of print-on-demand web based storefronts and associated storefront documents

Helpdesk and Customer Support

Identified and implemented a cost effective trouble ticket system at the inception of the Bowne Documents On Demand DOD Hotline
Developed and published monthly performance metrics on Hotline call activity via database extraction and conversion to spreadsheet with embedded graphs
Consistently recognized for ensuring that customer problems were resolved in accordance with Service Level Agreements and performance guidelines
Wrote JavaScript for a data feed based brokerage account transfer application
Developed training manuals and quick reference guides for new DOD clients and for upgraded DOD implementations
Executed in-person and remote interface client training

COMPUTER SKILLS

MS Office Suite Acrobat Professional FusionPro PageFlex