Technical Support Representative

Document Scanning | Help Desk Support | Network Security Operations

Top performing technical service representative with a proven track record providing tier-one support in a busy data center. Excellent IT knowledge and computer networking skills. Able to answer questions and resolve technical problems efficiently and professionally. Follows up on client issues and insures customer satisfaction. Capable of staying focused and maintaining a calm demeanor in high pressure situations while providing high-quality, diplomatic customer services, in person and over the phone.

• Superior customer service and complaint resolution
• Excellent interpersonal and communication skills
• Experience dealing with heavy phones
• Well-developed problem solving abilities
• Able to prioritize multiple customer demands
• Able to remain productive and clam when pressured
• Outstanding organizational skills
• An attentive listener, provides maximum service

EDUCATION

Bachelor of Science in Information Technology, 
Key Coursework: Network Defense and Counter Measures, Wireless Network Security, Help Desk Support

Associate Degree in Computer Networking,

Related Coursework,

PROFESSIONAL EXPERIENCE

Confidential, Philadelphia, PA 10/2011 to 08/2012
Helpdesk Technical Support: Tier One

Provide technical support to the Cigna members, employers, and providers for websites such as My Cigna, Cigna Access, and Cigna for Healthcare professionals. On a daily basis answer inbound calls helping members to access their Cigna accounts through three different website. Informing members how to enter their Cigna Secured emails as well. Helping clients to navigate Cigna websites in preparations to take their health assessment test.

Technical Achievements:

• Guiding members on how to reset their passwords
• Reset passwords from the SSO priority tool
• Writing 70 to 100 tickets per day on HP Service Manager

Confidential ,King of Prussia, PA 06/2011 to 08/2011
Technical Operations Engineer: Tier One Helpdesk Support (Internship)

Provided tier-one technical support for live ad issues for many different publishers and agencies around the world. A daily job assignment was to resolve 25+ Jira tickets per day. Worked in ad portal creating domain reports for different campaigns, adding publishers, and generating ad tags in Java script. Also tested live ads on the Fiddler 2 program.

Technical Achievements:

• Supported publishers and agencies with corrections of live ad’s issues
• Resolved numerous tickets out of Jira such as mobile certifications, in stream certifications, and live ad issues.
• Generated mobile tags, ad tags, in ad portal working with HTML, Java Script, and Flash.

Confidential, Horsham, PA 12/2009 to 1/2011
Customer Support and Transaction Processor: Loan Processing Unit

Provided tier-one technical support to 50+ calls/tickets per day. Solved customer questions and complaints in a timely manner. Collaborated with loan officers, borrowers, investors and third party vendors in all aspects of the loan process from origination to loan funding. Ordered titles, appraisals, credit and credit supplements. Obtained and analyzed information regarding borrower income, assets and debts. Updated mortgage loan files from active to paid-off.

Technical Achievements:

• Supported customers on NetSuite CRM+, Loan Origination Software (LOS) and Console
• Adhered to RESPA and regulatory guidelines guaranteeing accurate disclosure to borrowers and overall compliance
• Strong quantitative skills including Good Faith Estimates and Change of Circumstance notifications

Confidential, Dresher, PA 10/2005 to 12/2009
Insurance Document Scanner

Skillfully coordinated the electronic storage of company insurance, medical and annuities claims. Scanned, indexed, updated and maintained claims. Performed quality review of scanned images checking for legibility and completeness of image. Deleted sub-standard documents and images. Prepared documents for post-scan storage and shredding.

Technical Achievements:

• Troubleshot and resolved problem imaging issues and participated in QA audits pertaining to imaging process
• Collaborated with providers to correct improper information on claims using SLA Batch Tracking
• Utilized Intercom customer service software
• Processed business office documents for scanning and indexing into the Kodak Document Imaging System

Confidential, North Wales, PA 9/2004 to 10/2005
Shipper and Finisher

Packaged shipments appropriately for individual orders. Processed and verified that all orders are shipped correctly with minimal failures. Accurately process and stock incoming inventory from suppliers. Actively collaborated with shipping department personnel including cross-training in all related functions.

Technical Achievements:

• Logged packages into computerized inventory software system/terminal improving time and efficiency via UPS Ground, Next Day Air and Air Borne
• Provided above and beyond customer service by communicating on-the-spot UPS shipping information

Confidential, Horsham, PA 1/2004 to 10/2005
Clerical Clerk

Efficiently prepared all company mortgage documents for scanning, ensuring correct rendering. Scanned, indexed, updated and maintained documents. Reviewed scanned images checking for legibility and completeness of image. Deleted incomplete documents and images.

Technical Achievements:

• Analyzed and solved problem imaging issues and participated in quality assurance audits
• Partnered with providers to repair incorrect information on claims using SLA Batch Tracking
• Processed business office documents for scanning and indexing into the Document Imaging System

TECHNICAL PROJECT

Co-created a Wiki Site for a THORA Consulting, a security company: sites.google.com/site/itn425groupd/. Collaborated with company stakeholders to understand their needs and goals. Designed and built multi-page website.

Technical Achievements:

• Developed with a community of online developers with interlinking web pages
• Designed wiki site with a strong understanding of SEO and social media marketing (Facebook, Twitter)

COMPUTER SKILLS

Business Solutions: Microsoft Office, Windows XP, Windows Vista, Windows 7, Jira, Ad portal

Enterprise Solutions: NetSuite CRM+, Lotus Notes 4.6, Windows Server, SLA Batch Tracker, Inventory Explorer, Console,

Email Set-up and Support: POP, SMTP, Outlook, Gmail, Yahoo, Hotmail, Mozilla, Thunderbird

Desktop Security: Avast, AVG Microsoft Security Essentials, Norton Defender

Website Set-up: DNS maintenance and transfers, FileZilla, Secure FTP and Core FTP

Website Security: Comodo SSL