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Summary
• I have over ten years of experience in the customer service field, both face to face and telephone support.
• I have close to three years of help desk experience as a call taking agent assisting multiple companies with computer, internet and network related issues.
• I have almost two years experience in utilizing the Remedy ticketing system for help desk call tracking and routing.
• I have the ability to work under pressure without the pressure getting to me. I also recognize the necessity to work within given time constraints and I pride myself on maintaining a professional attitude at all times which allows me to work along side fellow employees
Work History
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Capital BlueCross |
Business Staff Analyst |
Sep 2008 - Present |
• Designed and implemented a Microsoft Access database which automated the quality control team’s daily activities and reduced the overall paperwork they used on a daily basis.
• Provided technical and logistical assistance to department managers and acted as a liaison between the Government Programs department and the IT department.
• Part of the management team and tasked to create on-demand reporting and database solutions for the Enrollment Unit using Access and Crystal Reports. |
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JFC Staffing Associates |
Help Desk Professional |
Oct 2004 - Sep 2008 |
• Worked October 2004 to December 2004 as a data entry specialist, December 2004 to June 2006 as Help Desk Professional on a state funded based in Camp Hill and October 2006 to present as a Business Analyst for an insurance company based in Harrisburg.
• Entered survey info into an Excel spreadsheet and insured accuracy of the data.
• Provided computer help desk support by inbound & outbound telephone calls and emailed issues; issues ranged from password questions to internet connectivity / networking issues to hardware and software failures.
• Troubleshot and repaired physical computer equipment (printers, routers, computer components) returned from sites.
• Kept detailed and accurate information on daily activities for monthly reporting which was provided to the state and parent company.
• Checked Enrollment and disenrollment requests for 100% accuracy which were received from new and current members.
• Designed and implemented a Microsoft Access database which automated the quality control team’s daily activities and reduced the overall paperwork they used on a daily basis.
• Provided technical and logistical assistance to department managers and acted as a liaison between the Government Programs department and the IT department.
• Part of the management team and tasked to create on-demand reporting and database solutions for the Enrollment Unit using Access and Crystal Reports. |
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IntelliMark |
Help Desk Professional |
July 2002 - Feb 2004 |
• Provided help desk support via the telephone for 38-40 clients in a call center environment.
• Provided technical support to issues ranging from hardware and software problems to network and server outages.
• Logged all contacts with customers into a database tracking application for a written record of what has been done for them.
• Contacted outside vendors when needed to resolve a user’s issue which couldn’t be resolved via the phone. |
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Penn National Gaming |
Customer Service |
Aug 2001 - July 2002 |
• Provided customer service to new and existing internet wagering patrons ranging from establishing new accounts to assisting users on how to place wagers via the website.
• Processed credit card transactions via telephone calls and the internet and deposited the funds into customer’s accounts.
• Updated the website when information was received from race tracks around North America so patrons could know the participants of a specific race.
• Supervised the telephone wagering department.
• Provided customer service to wagering customers who walked up to the cashier's window ranging from depositing/withdrawing funds to resolving wagering discrepancies.
• Responsible for a cash register balance over the course of a shift. |
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Electronic Data Systems |
Customer Service |
July 1996 - July 2001 |
• Provided correspondence support for a major telecommunication provider.
• Processed letters and requests from customers via information provided from them.
• Provided inbound telephone customer support providing services to business customers ranging from billing concerns to upgrading/downgrading their services.
• Provided backend adjustment support for call taking agents.
• Back-up supervisor overseeing the telephone reps making sure they were in compliance with the service levels and headcount outlined by the client. |
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McDonalds |
Cook |
Feb 1996 - July 2006 |
• Prepared food for customers
• Handled a cash drawer over the period of a shift and had full accountability of the funds contained within it.
• Assisted management in their daily quality checks. |
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Hardee's Food System |
Crew Supervisor |
May 1994 - Feb 1996 |
• Part of the management team and oversaw all daily operations of the restaurant.
• Assisted in all aspects of the food preparation from initial prep to final assembly.
• Responsible for all employees and the physical restaurant during my shit which included everything from maintaining a safe working and eating environment to handling the paperwork necessary to close the store for the evening. |
Volunteer Activities
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• Oct 2003 - March 2007 |
Webmaster for an Internet resource website (http://www.ifskinzone.net). |
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• Nov 2003 - Present |
Webmaster for Trindle Spring Luthern Church in Mechanicsburg,PA (http://www.trindlespringluthern.org). |
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• Jan 2006 - Present |
Network & Computer Administrator for Trindle Spring Luthern Church in Mechanicsburg, PA |
Education
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• Associates Degree Curriculum, CIS Major |
HACC |
Currently Enrolled |
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• Crystal Reporting |
New Horizons |
August 2007 |
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• Implementing W2K Pro and Server |
IntelliMark |
May 2003 |
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• Help Desk 2000 |
IntelliMark |
February 2003 |
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• Networking Foundations |
H.A.C.C. |
April 2002 |
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• Introduction PC Hardware |
H.A.C.C. |
April 2001 |
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• PC Repair & Troubleshooting |
H.A.C.C. |
April 2001 |
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• PC Operating Systems |
H.A.C.C. |
May 2001 |
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• Diploma |
Red Land H.S. |
June 1995 |
Certifications Received
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• Certified Help Desk Professional |
Knowledge Mgmt |
February 2003 |
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• A Plus Computer Technician |
CompTIA |
August 2001 |
Computer Skills
• Proficient in Windows 98, ME, 2000 and XP
• Proficient in Microsoft Office 2000, XP, 2003 and 2007
• Proficient in Microsoft Access 2000, XP, 2003 and 2007
• Proficient using the Remedy ticket tracking system.
• Proficient in using and creating reports with Crystal Reports 9
• Proficient in PC troubleshooting, Repair, Installation, and Upgrades
• Proficient in Computer Networking and Internet Connectivity
• Proficient in Web Design (HTML/xHTML/CSS)
References
• Available upon Request |
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My Resume