IT Technical Support/ Service desk (AEP) Resume

SUMMARY

Emerging IT Professional Looking to utilize my IT strengths in a company that values its clients and employees.
me am Able to handle as many as 40+ calls a day. Resolve tickets, excellent interpersonal, written communication skills.
me Work well independently but just as efficient on a team, quick learner and halpful. Some of my

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Confidential

IT Technical Support/ Service desk (AEP)

Responsibilities:

Confidential

Digital Technical Support/Product Specialist

Responsibilities:

Provided support to external customers and sales representatives via telephone and email for various product lines.
Log hotline calls into a call tracking database (Salesforce), as well as monitor and update open call tickets through resolution.
Provide support for all software groups through teh use of established web-based halp documents. Interact with lead and senior support analysts, to report issues and work towards resolutions.
Did some Technical Writing for teh Connected Platform so Trainer, Teachers and admins can has a step by step guide.
Worked on teh SE(School Education side which is K-12 Product support)
Inbound call support but outbound for Customer/Client Call backs and/or Follow-ups

Confidential, Dublin, Ohio

Customer Service/Help Desk

Responsibilities:

Took 30+ inbound calls a day
Password resets for Cardinal.com (active Directory password reset, very minimal use)
documented, created and routed tickets as needed
Provide technical support and assistance to customers using computer hardware, standard desktop applications or our client’s software applications
proprietary business applications, EDI and Windows-based business-to-business products and solutions support
Inbound call support but outbound for Customer/Client Call backs and/or Follow ups

Confidential, Columbus, Ohio

Customer Service/Technical Support

Responsibilities:

Took 40+ inbound residential calls Per day
Troubleshot and resolved technical related issues with Data, Phone & Video.
Documented, created & routed tickets as needed using ICAD and IVAPP.
Reset Voicemail Passwords & used Remote assistance(go2assist) when needed
Basic Outlook setup
Escalate to Tier 3 Support if needed.
Inbound call support but outbound for Customer/Client Call backs and/or Follow ups