Help desk Support Resume

HELP DESK / TECHNICAL SUPPORT AND CUSTOMER SERVICE PROFESSIONAL

Accomplished technical specialist with 10+ years of experience in computer operations, technical support and help desk management.
5 years of VOIP and internet activation and troubleshooting within mixed architecture including Nortel and Cedarpoint switches.
5 years providing help desk support in a small business environment, earning a solid reputation for productivity, complex problem resolution and professionalism.
Over 5 years providing exceptional customer service in a 24/7 call center setting.
Excellent communication and analytical skills with a solid reputation for productivity, complex problem resolution and professionalism.
Proactive self-starter known to initiate process and system enhancements to increase system stability and staff efficiency.

SKILLS

Operating Systems

Networking

Applications

Billing Systems

VOIP Switch

EXPERIENCE

Confidential– MARYLAND HEIGHTS, MO
Online Customer Support Specialist February 2012 to Present

Provides online nursing course support to instructors and students of numerous online colleges and universities
Provides customer support on internet browser compatibility issues with evolve.elsevier.com website
Handles escalated issues submitted via online ticketing system

Confidential. - Town and Country, MO
Service Activation Specialist - Business, Tier II April 2011 to November 2011

Handled residential and commercial activations for VOIP, internet, and video, plus troubleshooting support due to order configuration or modifications, and provisioning errors
Opened and tracked trouble tickets within Remedy for tool failures, network outages, IP issues, and plant issues for all Telephony regions.
Provisioned internet and phone orders within switch architecture via Broadsoft and Nortel PSP systems

Confidential, Tier II February 2008 to April 2011

Performed troubleshooting of telephone install issues due to order inaccuracies and provisioning errors
Made appropriate modifications within the provisioning system as necessary

Confidential, Tier I October 2006 to February 2008

Performed highly complex troubleshooting of telephone customer care issues, due to equipment or provisioning errors
Monitored overnight network traffic and assisted the network operations center (NOC) with outage declarations
Made appropriate changes within the telephone switch (Cedarpoint and Nortel).
Worked to retain customers by increasing company loyalty after anxiety over product failures
Attempted to up sell telephony products to apprehensive customers to increase their satisfaction of their subscribed package

Confidential- Edmond, OK
Meteorologist, Database Manager, Network & Help Desk Support April 2000 to January 2005

Managed help desk with technical support for network, hardware and software by rewiring CAT5 cable, troubleshooting network, software, and hardware issues, setting up correct configurations for Microsoft NT servers and workstations, and by rebuilding computers.
Created graphics of the forecasts for client use by using Excel macros, Visual Basic, Surfer 7, Paint Shop Pro 7 & 8, and Photoshop CS.
Managed historical weather database plus completed client orders for this data in many different formats, including Excel and Access.
Created automation system to increase the speed and efficiency of data distribution to clients

EDUCATION

Meteorology and Business Administration

Mathematics and Computer Science

Diploma