Resume

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

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.

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.

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.

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.

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.

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.

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

• Oct 2003 – March 2007	Webmaster for an Internet resource website (http://www.ifskinzone.net).
• Nov 2003 – Present	Webmaster for Trindle Spring Luthern Church in Mechanicsburg,PA (http://www.trindlespringluthern.org).
• Jan 2006 – Present	Network & Computer Administrator for Trindle Spring Luthern Church in Mechanicsburg, PA

Education

• Associates Degree Curriculum, CIS Major	HACC	Currently Enrolled
• Crystal Reporting	New Horizons	August 2007
• Implementing W2K Pro and Server	IntelliMark	May 2003
• Help Desk 2000	IntelliMark	February 2003
• Networking Foundations	H.A.C.C.	April 2002
• Introduction PC Hardware	H.A.C.C.	April 2001
• PC Repair & Troubleshooting	H.A.C.C.	April 2001
• PC Operating Systems	H.A.C.C.	May 2001
• Diploma	Red Land H.S.	June 1995

Certifications Received

• Certified Help Desk Professional	Knowledge Mgmt	February 2003
• 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