SUMMARY:

A creative and hardworking young professional focused on growing in the information technology field. Solution oriented with strong technical, customer service driven, verbal communication skills with a passion for software configuration, system troubleshooting, and testing.

TECHNICAL SKILLS:

Installation & Configuration

Deployment & Maintenance

Systems &Troubleshooting

Attributes

Problem Solving

Workstations, Macintosh OS

EXPERIENCE:

Confidential, Mason, OH

Help Desk Support Specialist

Responsibilities:

• Provided end users desktop environment support and telephone customer support on a variety of computer issues, identified, researched, and resolved technical problems
• Great attention to detail, organization, and problem - solving skills
• Worked in Service Now, Remedy, and Heat ticketing systems and created tickets for end users
• Utilized a ticketing system to log, track and document incidents to ensure customer problems were resolved to customer satisfaction
• Knowledge of laptop and desktop computers and operating systems and hardware technologies; knowledge of networks, VPN support, telecommunication equipment and strong customer service skills
• Respond to telephone calls, emails, and personnel requests for technical support
• Receives, responds to, and ensures resolution of service desk contacts, documents actions taken, provides needed guidance or to customers to prevent recurrence
• Knowledge of business operations as related to help desk environment and systems
• Performed phone support using remote tools to log into end user machines to troubleshoot/resolve issues
• Followed step-by-step instructions to troubleshoot and resolve end user hardware and software problems
• Documented, tracked, and monitored problems to ensure a timely resolution
• Was a member of a high performing team for Northern Southern team that provided direct assistance to end users on IT systems that support
• Demonstrated problem solving skills resolving and researching end users issues
• Knowledge of, and skill in applying customer service and support principles and methods including methods, problem identification, problem resolution and data analysis methods
• Resolution rate 85% working on three separate accounts
• Troubleshooting into end user’s computer machines via VPN and other remote tools
• Assisted end users with Active Directory, MS Office, Windows, Remote Installations of Software and Application Packages, Registry changes, and Malware
• Resolve issues with network connectivity/ bad internet services
• Troubleshoot and installed printers along with drivers
• Knowledge of and skill in applying, IT Principles, methods, policies, and regulations in IRS IT services sufficient to perform work assignments

Confidential, Covington, KY

Tax-Examiner

Responsibilities:

• Assisted in planning, testing, and reporting on three audits, created procedures and templates for future audits
• Led a process improvement project to improve the reporting of d controls
• Researched, analyzed, and reported results to upper-management on issues in the Internal Audit Department
• Developed a performance dashboard for team of four managers, using Microsoft and Excel
• Reported productivity volumes for team of nine employees to both the employees and upper management
• Researched a variety of sources, analyzed, and initiated actions on tax issues pertaining to applicable returns, schedules, and all required information for correction of accounts and records
• Calculated sales tax
• Managed clients meta data for a consumer research project
• Keyed data from client’s templates in a SharePoint database
• Snipped visuals and logos then loaded them in SharePoint
• Worked closely with management managing document library
• Assisted in planning, testing, and reporting in the database

Confidential, Covington, KY

Broker

Responsibilities:

• Managed client investment portfolios
• Delivered instant stock quotes to clients
• Provided account maintenance and security to investor accounts
• Provided status checks for third party inquiries
• Educated clients in regard to investment strategies
• Placed stock orders for shares in the Market

Confidential, Mason, OH

Customer Service

Responsibilities:

• Responded to inquiries from Members, Brokers, Physicians about benefits
• Analyzed member plans and provided information on benefit status
• Quoted prices for members prescriptions and verified information for member's through pharmacists
• Researched and solved issues with members who experienced issues with mail orders
• Trained three new employees on company policies and customer service procedures
• Provided administrative support for Provider Inquiry Department ed Employee of the Month in December 2007 for work-ethic and outstanding customer service
• Maintained records, extracted, batched and screened documents, forms, and letters
• Conducted studies of administrative procedures and practices.
• Used various office automationsystems, equipment and software.
• Dealt with various levels of upper management.
• Provided analytical and administrative support, while ensuring that time is managed effectively in order to accomplishgoals.
• Researched files for reps to resolve issues
• Coordinated travel arrangements, purchased supplies, tracked technical, office, and personal equipment.
• Investigated member information in databases.