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Click here or scroll down to respond to this candidateCandidate's Name
Tel.: PHONE NUMBER AVAILABLEEmail: EMAIL AVAILABLESUMMARYExtremely ambitious customer service professional with several years experience answering a variety of incoming calls. Strengths include communication, Business Management and results driven.Experience with State of Tennessee for Integration eligibility.Experienced support analyst with a strong IT background.Skilled in diagnosing and resolving complex technical issues.Committed to providing exceptional technical assistance and support to clients and end-users.Enthusiastic about customer satisfaction and building strong relationships.Effective analytical person with excellent communication and people skills.Able to work well under pressure and manage multiple tasks simultaneously.Committed to continuous learning and professional growth.Seeking an opportunity to contribute expertise to a dynamic organization in need of a resolute and knowledgeable support analyst.TECHNICAL ENVIRONMENTSkills: Microsoft Office Suite, (Word, Excel, Access, Outlook), Provide remote desktop support and basic server administration, Support desktops, laptops, tablets, smart phones, and applications, Window 7 and Windows 10 support, Citrix, Microsoft Active Directory, Account creation and password reset, Service Now Ticketing SystemEDUCATION/TRAINING/CERTIFICATION1983, AAS Degree in Data Processing, Cleveland State Community College Cleveland, US.1981, A.A.S. Degree, Computer Operations, State Technical Institute @Memphis, Memphis, TN.WORK EXPERIENCEJun 2021Mar 2023Black Belt HelpTechnical Support RepresentativeResponsibilities:Provide Tier1 support by phone, chat and email to online students seeking college degrees for Capella, Strayer and Jack Welch Universities.Create tickets using a company standardized ticketing system.Assist students with computer issues and browser maintenance.Assist with logon issues and submitting assignments.Escalate to Tier2 if unable to resolve issues.Sep 2019 Aug 2020IQOR/ATTTier 1 Support AnalystResponsibilities:Assist callers having issues with DirecTV and U-verse equipment.Troubleshoot issues with all devices.Dispatch a field technician when issues cannot be resolved internally.Assist with billing problems.Offer ATT products and services to include protection plans, equipment, and package upgrades.Apr 2019 -- PresentFederal Aviation AdministrationAviation Safety AssistantResponsibilities:Prepares documents using office automation.Assists in composing special and recurring reports.Composes routine correspondence.Maintain critical file information.Examines and processes applications.Maintains technical and administrative libraries.Assist in keeping staff current on policy changes.Recommends/implements changes to policies and procedures.Monitors office practices and procedures.Prepares travel vouchers.Maintains and troubleshoots office equipment.Monitors expendable supplies.May conduct FAA written examination by assembling and distributing test materials.Responsible for processing temporary airmen certificate files.May conduct written test examiner training sessions when necessary.Feb 2019 Apr 2019HCL America/FedExService Desk Analyst L2Responsibilities:Handle Calls/Incidents escalated by L1 team.Provide training for new products or upgrades.Maintains ownership of Incidents, ensuring status update and resolution according to SLAs.Follow the escalation process and shift hand-over process.Create/modify and manage KBs for new and existing products.Created tickets in Service Now ticketing system.Aug 2018 Nov 2018Deloitte, State of TennesseeOperations Support AnalystResponsibilities:Received calls from Tennessee State Employees experiencing issues with member applications.Assisted users with general software/technical issues and password resets.Returning phone calls and scheduling eligibility appointments.Created tickets in Service Now ticketing system.Complete input for all eligibility applications submitted by the eligibility specialists during that business day.Eligibility screening for potential services to ensure clients are eligible for assistance.Escalated tickets to L2 and Development Team for resolution.Analyzing transactional data and reconciling eligibility discrepancies.Assisted in creating and developing KB articles and SOP's.Sep 2016 Aug 2018Sedgwick CMSInformation Technology AssociateResponsibilities:Accurately assesses the customer's issue or problem.Asks the user well-thought out or detailed questions, and carefully listens to the user's response to fully comprehend the need, issue, and best avenue for resolving the problem.Identifies and resolves software/technical issues and any other questions that may arise.Answers general software/technical questions.Provided appropriate personnel with a precise understanding of user's issues when the problem needs to be escalated to a higher level.Works assigned cases/emails and resolves in accordance with Service Level Standards (SLS).Used available support tools to assist the customer and/or recreated the issue.Knowledge/ability to use desktop sharing software.Accurately record and document all details of the issue or service request, including categorization and priority into Numara Footprints and Service Now.Perform password resets, provide remote Access/VPN support, Active Directory experience, JURIS.Provide "how to" assistance on all internally supported devices, applications, and systems.Deal directly with clients either by telephone or electronically, set up new client accounts.Respond to end-user inquiries regarding the status of incident/service request tickets and perform follow-ups.Ability to adapt to new technology as it is introduced into the environment.Nov 2010 Aug 2018Internal Revenue ServiceCustomer Contact RepresentativeResponsibilities:Conducts personal or telephone interviews with a wide range of individuals who have varying degrees of understanding, with third party representatives, CPAs, practitioners, attorneys who possess a professional understanding.Provide full explanations to specific inquiries initiated by the individual.Elicits sensitive, personal, and financial information, innocent spouse determinations, bankruptcies, draws out information the individual may attempt to withhold to ensure compliance with reporting and disclosure requirements.Skill in effectively and professionally communicating specialized information orally or in writing with internal and external customers.Skill in meeting and/or dealing with all individuals including third party representatives, often in sensitive situations, including those where individuals are evasive, irate, and unwilling to accept the Service's position.Use interview techniques to obtain and exchange information, comprehensive knowledge of available on-line systems, and research materials, technology, tools, and processing procedures, knowledge of IRS principles, practices, and procedures, skill in utilizing inventory management procedures to control casework and conduct research.Review tax and analyze tax forms to include various tax reporting schedules, allowable deductions, tax increases and credit decreases.Review W7 for taxpayers ITIN numbers.Utilize AIMS, IDRS to research taxpayers account.Ability to interpret master file transaction codes to make adjustments and corrections to taxpayers account.Jan 2015 Aug 2016MaximusSpecial Projects ClerkResponsibilities:Access cases through Tennessee Child Support Enforcement System (TCSES), Tennessee Clearinghouse (Employment, Birth Verification, Social Security Information) System, Tennessee ACCENT (IV-A Families First Info) System, Electronic Parent Locator Network, and appropriate Internet case information, as necessary.Issue and prepare attachments, warrants, written reports, and other legal documents.Record the automated and/or hard copy case file information related to the establishment and/or enforcement of child support obligation.Verify data entries for accuracy and completeness, undertake special projects, provide periodic and consistent information to management for each phase of the assigned project, perform audits of own work and or that of others to ensure conformance with established procedures, participate in task-oriented groups representing the interest of the area and provide information necessary to address and resolve potential issues, perform other duties as may be assigned by executive management.Jul 2010 Mar 2011Alliance DataCollections RepresentativeResponsibilities:Collected past due credit card accounts for retail stores.Make outbound calls to customers to notify them of past due accounts.Receive calls from customers wanting to pay on accounts, process payments via debit card or electronic check, assist customers with payment arrangements to bring delinquent accounts current, update customer address and telephone numbers, research accounts to resolve billing issues, provide customers with contact information for clients.Jan 2010 Apr 2010WSI Staffing Co, H&R BlockCustomer Service RepResponsibilities:Received calls from customers requesting status of their Federal and State tax refund, accessed computer to retrieve customer account information, relayed information to customers about amount of refund and anticipated refund date, communicated any discrepancies about tax refund, provided phone numbers for additional information about tax refund, updated card holder's account information to include addresses, phone numbers, email accounts, advised customers of any outstanding debts to H&R Block and payment options, located tax offices and scheduled appointments with tax professionals, transferred misdirected calls to the appropriate departments, referred customers to tax offices for additional information about filing status, created cases for dissatisfied customers and referred to District Managers, reset passwords and assisted customers with any login issues, ordered replacement cards for lost or stolen credit cards, handled 100-150 calls on a daily basis.May 2009 Sep 2009Sprint/NextelCustomer Service RepresentativeResponsibilities:Assisted customers with inbound calls concerning their wireless accounts, answered questions about Sprint calling plans, products and services, handled billing inquiries, activated new accounts, set up new service, additions to existing service, issued credits to customer's account, educated customer on new products and services, troubleshoot customer's equipment, activated phones, swapped equipment, accepted payments by phone, assisted customers with logon ids and passwords.Sep 2008 Jan 2009US Small Business AdministrationSupport TechnicianResponsibilities:US Small Business Administrations - Fort Worth, TX Retrieved, catalogued and distributed incoming faxes, gathered, assembled and scanned documents, contacted applicants by telephone to verify loan document information, archived, researched and disposed of applications, verified and processed legal documents to determine loan statuses, worked as a liaison with the IRS/FEMA, entered data accurately to make sure application routed to the correct processing units, responsible for ensuring quality and increased productivity of the applications, knowledgeable of office automation systems and computer software programs, assembled and mailed disaster loan application packages, assisted in receiving, counting and sorting FEMA disaster information, planned and carried out the assignment independently, obtained knowledge of FEMA procedures and practices pertaining to home and business loan regulations.Apr 2008 Sep 2008Quest DiagnosticsTechnical Support Specialist IResponsibilities:Ajilon Staffing worked on site at Quest Diagnostics Call Center.Created usernames and passwords for doctors, administrative and hospital personnel.Contacted customers and delivered credentials by phone, email, and fax.Troubleshoot minor computer problems over the phone to include logon and passwords issues, hardware problems, system failure, land line and DSL issues with LEC, ability to use computer and network analytical tools, ability to provide technical and non-technical staff with configuration, procedure, and technical documentation, consult with technical staff and customers on network related projects. |
