Call Center Help Desk Support Resume
Aletha Cross
Slosheye Trail
Vienna, Ga.
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Profile: Experience in Help Desk Analyst and Customer Service environment. Proficient in word processing, excel, and a variety of computer programs. Adaptable, dependable, strong organizational skills, and experienced at multi-tasking in a variety of settings.
Relevant Experience:
Teleperformance USA; Albany, GA
DSL Support Technician/CSR, / - Present
Provide technical and customer service support for Bellsouth Fast Access products via telephone.
Provided Tier II desktop support to business and residential users. Responsibilities included troubleshooting desktop and peripheral issues, assisting co-workers with hardware and software questions and problems, and deploying, moving, and setting up computers when requested.
Exceptional skills in identifying, isolating, and correcting hardware and software technical problems and working directly with the end-user or client in a support capacity.
Investigates issues reported by customers in a timely and efficient manner.
Demonstrates ability to quickly diffuse heated customer situations.
Use appropriate questioning techniques to assess issues for both residential and businesses customers.
Identifies and resolves hardware, network, DSLAM and provisioning problems.
Facilitated and participated in conference calls with customers and other departments.
Offer clear and concise instructions.
Provide solutions for customer inquires.
Continuously update knowledge and skills through the utilization of company tools.
Exceptional knowledge of various computer platforms Windows /ME/NT/XP and Mac OS and .
Exceptional knowledge of various DSL modem, routers configurations and problem-solving ability.
Posses complete understanding of the Internet, Email, Internet Explorer, Outlook, and Outlook Express
Posses complete understanding of business and home networks, and wireless configurations.
Provided a leadership role in a team environment.
Train other staff to use tools efficiently.
Created documentation on procedures to assist team to effectively troubleshoot various DSL, routers, and network issues.
Dedicated, hard working individual with the interpersonal communications skills to work at all levels of the organization. Excellent multitasking, data entry skills, and customer service skills.
Dooly County High School (Leon Echols Technology Teacher): Vienna, Ga.
Network System Administrator /- present
Installed and configured Windows server
Implemented IT security policies. Assign, utilize, and modify user login scripts and manage network access and security.
Exceptional skills in identifying, isolating, and correcting hardware and software technical problems and working directly with the end-user or client in a support capacity.
Planning and implementation of rollouts, OS and software upgrades, and security patches.
Perform routine equipment maintenance.
Manage login scripts by assigning scripts to users, using login scripts to push small changes in the existing environment, and modifying login scripts as needed to perform special tasks.
Provided Tier II desktop support to corporate users. Responsibilities included troubleshooting desktop and peripheral issues, assisting co-workers with hardware and software questions and problems, and deploying, moving, and setting up computers when requested.
Experienced in network hardware installation and cabling
LANDesk administrative experience maintaining databases, user access and accounts, and scripts.
Dollar General: Unadilla Ga.
Third Key Manager /-/
Supervised all aspects of the daily running of retail store and up to employees.
Accurately prepare daily reports.
Handled all aspects of ordering merchandise and supplies.
Frust McNess: Cordele, Ga.
Secretary/Receptionist -
Provided secretarial/clerical services to five administrators; schedule appointments, book meetings, maintain databases, type and edit correspondence, maintain contracts and other documents.
Independently peruse mail, compose and sign routine correspondence, draft correspondence for administrators.
Handle inquiries; provide information and procedural advice to faculty researchers.
Use the Internet and other methods to research a variety of materials, and draft reports.
Purchase stationery, office supplies and equipment.
Responsible for accounts receivable functions.
Data entry, processing of checks, cash, etc.
Used Excel and Word to produce a variety of reports.
Provided front-line reception duties in an extremely busy office environment.
Operated a multi-line switchboard and sent messages via electronic mail.
Directed in-person and telephone inquiries to the appropriate locations.
Davis Company, Perry Ga.
Manager
Comprehensively prepared accurate and maintain database of inventory, supplies, and payroll.
Prepared weekly schedule for staff, to assure maximum check stand coverage at all times.
Handled all aspect of interview, hiring new employees and training of new employees.
Balanced cash drawers with a consistent high level of accuracy.
Accurately balanced books, and deposits.
Data entry, processed cash deposits, prepared daily reports; handle all aspects of ordering stock.
Responsible for accounts payable and accounts receivable.
Education
Jones College: Jacksonville, Fl. Bachelors in Business Administration. GPA .
Kaplan University: Davenport, Iowa. Associates Degree in Network Administration. Graduated , GPA .
Dean List -
Alabama State University: Montgomery, AL. Chemical Engineering, May , GPA. .
Computer Skills:
Microsoft Word -
Microsoft Excel -
Database Management (Access , Oracle, and Seibel RTM)
Networking Administration
LAN and WAN Design
Windows Operating Systems NT, , , and XP
MAC OS and Tiger/Panther
Novell
Linux
Web Design
Network Administration
Reference: Available upon request.
