IT Help Desk Coordinator VA

WORK EXPERIENCE

VA August 2010- Present
Customer Support Representative

Responds to requests for technical assistance via phone and email
Diagnose and resolve technical SoftChalk software issues
Advise user on appropriate action
Follows standard help desk procedures
Administers help desk software Parature
Handles incident ticket updates, and incident ticket assignments
Identifies and escalate situations requiring urgent attention
Creates documentation for user guides
Stays current with system information, changes and updates

VA November 2007 – August 2009
IT Help Desk Coordinator

Responded to requests for technical assistance via phone
Diagnosed and resolve technical software issues
Researched questions using available information resources
Advised user on appropriate action
Followed standard help desk procedures
Administered help desk software
Redirected problems to appropriate resource
Identified and escalate situations requiring urgent attention
Tracked and route problems and requests and document resolutions
Stayed current with system information, changes and updates

VA (Via Corestaff) Oct 2005 – November 2007
Customer Service Representative

Explain services to understand basic business/financial concepts
Assist customers with various other issues pertaining to their accounts like high bill inquires, connection of service and disconnects of service
Resolved customer issues pertaining to Gas and Electric billing
Excel in excellent customer service by having good stats with the company in my call work time, even after switching over and learning a new commodity electric
Ability to plan and prioritize work and manage multiple tasks simultaneously

Corestaff Temporary Agency, Richmond, VA

Richmond, VA Nov-2003– Oct 2005
Wireless Consultant

Provided world-class service to store patrons by taking the time to pick out the best phone and phone plan with the customer. Also offering them different programs and accessories to go along with their phone.
Sold products and services to consumers, and actively solicited new customers through inside sales, outside events, and outbound marketing efforts
Used customer service ability, excellent communication skills, and strong computer knowledge to guide new customers through the purchasing decision and activation process and educate them about their new product and/or service

SKILLS
Customer service techniques
Organization skills
Effective oral and written communication skills
Proven decision making, problem solving and team building skills,
Lotus Notes, Outlook, SAP, CBMS, TRS, WMIS Office, Word, Power Point, Excel

EDUCATION

Associate degree in Computer Science: Business System Administration

REFERENCES

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