Web Host Support

Posted on: 2006-11-02

Cheryl L. Faulkner 1578 Tanager Circle Decatur, GA 30032 404-748-4489/404-449-6320 [email protected]/[email protected] Career Summary Extensive customer service background in a high paced environment. Communicates clearly with all organizational levels. Handles high call volumes and pressure well. Technical Skills Windows XP, 2000, 2003, 98, 95, NT, MS Office Professional (97/2000,2003), Word Perfect, PeopleSoft 7.0, Vantive, Remedy, DKHelpDesk, TechNet, Outlook, GroupWise, Lotus Notes, VPN, DSL, SMS, Cable, PDA’s, TCP/IP, IE, Netscape, Mozilla, Internet connections and hardware/peripherals, copier, fax, typing 40 WPM, filing Work History RAJ Consulting- AT&T Alpharetta, GA 03/06 to 06/06 Web-hosting Support • Assigned special project updating database • Send proactive emails to customers to update their contact list(Remedy) • Send copy of contact list(Remedy) • Update the contact list(Excel & Remedy) • Open Remedy/Vantive ticket • Update and close Remedy/Vantive ticket Tech Force Norcross, GA 11/05 to 02/06 Call Center Coordinator • Enter purchase orders coming through emails(TechNet) • Verify warranties for different pieces of equipment(Technet) • Enter manual tickets coming from emails(Technet) • Enter manuals from phone calls • Process escalations at the end of day on parts not being shipped • Worked with purchasing department to get part numbers and pricing corrected • Filed purchase orders Synergis-Federal Home Loan Bank Atlanta, GA 07/05 to 10/05 Technical Support • Administer password reset(Windows, NT, FHLBAccess, VPN) • Resolve software application issues(FHLBAcess, Word) • Support for Windows 2000/2003 • Resolve printer issues • Utilize call-tracking system (DKHELPDESK) to record, follow-up, and maintain customer records • Initial point of contact for resolution of technical issues, heavy call volume EDS/Bellsouth Account Atlanta, GA Aug99 to Dec04 Account Specialist • Administer password reset, update system profiles (Windows, Outlook, VPN, Unix, Bocris, IStore, RNS) • Resolve software application issues (how to, icon on desktop not working, no icon) • Resolve hardware computer and printer configurations (not printing from one program but can from another, printer needs to be added) • Inbound call center environment, heavy phone volume • Outbound call to follow-up on tickets opened (Vantive) • Utilized call-tracking system (Vantive) to record, follow-up, and maintain customer records • Initial point of contact for resolution of technical issues Wholistic Stress Control Institute Atlanta, GA June99 to Aug99 Office Manager/Secretary • Provide Executive Director administrative support(Word Perfect, Word, Excel, PowerPoint) • Managed office accounting needs, time sheets • Maintained office supplies for all offices (4) • Supervised 2 employees PSR Group Stone Mountain, GA Apr99 to June99 Assistant Property Manager • Assisted property manager with day to day operations of neighborhood homeowners association Sears Tucker, GA July98 to Mar99 Human Resource Specialist • Managed garnished wage payroll process to ensure compliance and accuracy per court orders(PeopleSoft7.0) PSI-Child Support Services of GA Atlanta, GA Aug95 to June98 Lead Specialist/Child Support Specialist • Managed staff of 8 to 10 • Managed case load of 1300 • Prepare and review legal documents for court referrals • Calculate support obligations, arrears, tax intercepts, UI intercepts, suspend professional and driver’s license DES-Division of Child Support Enforcement Phoenix, AZ June94 to June95 Child Support Officer I • Managed caseload of 1800 • Interviewed clients to ascertain case related information • Prepared and reviewed legal documents for court referrals • Calculate support obligations, arrears, tax intercepts, UI intercepts, suspend professional license DES-Child Support Enforcement Phoenix, AZ June91 to June94 Examiner Tech I & II • Obtained and verified job and address information on absent parent • Prepared correspondence in response to various inquiries, investigate complaints • Review case for potential court referrals • Calculate and input UI intercepts Education Dekalb College Decatur, GA Oct96 to June97 Family Technology Resource Center Certificate of completion of computer science coursework County Schools, Inc. Phoenix, AZ Sept85 to June86 Flight Attendant Certificate of Completion Atlanta College of Med/Den Assistance Atlanta, GA Aug78 to July79 Medical Assistant Certificate of completion