Becky Hane Email & Phone Number

Marseilles, IL

Naperville, IL

Provide Level 1 & 2 technical support in a call center environment. Support requests included, but not limited to: account creation (Active Directory, Microsoft Exchange), DNS support, Microsoft Office software support, email support, hardware support. Maintained high customer satisfaction rate based on surveys sent on ticket closing.

• Provided specialized level technical support to 180 stores via remote control, phone and occasional on site service. Support activities included network troubleshooting, software installation and troubleshooting.
• Reinvented depot center equipment management to include a more detailed shipping and receiving log, automated RMA form creation, and Excel-based inventory management.
• Created and maintained an internal knowledge base of procedures and policies, training documents and troubleshooting guides using Sharepoint.
• Improved POS Technical Specialist training program by adding guidelines and time frames and integrating a more detailed support structure.
• Enhanced help desk support by creating better procedures and documenting fixes that improved first call resolution and reduced unnecessary escalations.
• Discovered from stores a true accounting of peripheral devices in the field by creating an Excel-based survey where users entered quantities and serial numbers in specially designed forms. Data was then imported into.

• Provided administrative assistance to the Director of Facilities. Coordinated and managed supply inventories and provided facility-related support to 185 stores. Oversaw corporate Verizon Wireless phone and paging.
• Created an Access database that better managed supply distributions and ordering.
• Quickly adapted to the role of maintenance coordinator in addition to all other responsibilities when the appointed coordinator went out on extensive medical leave.

• Data entry work using Microsoft Access. Edited and proofed data reports for accuracy and quality. Provided office administration assistance.
• Promptly gained recognition of proofing and auditing skills and was given added responsibility of proofing all reports before being sent in final form to the client.

• Completed thorough pre-employment and domestic background investigations by validating social security numbers, driving record checks, criminal and civil record checks including travel to local court houses, credit.
• Quickly trusted by senior management with highly confidential and sensitive material.
• Promoted to supervisor and given responsibility of managing two pre-employment screening specialists for accuracy and timely report completion.
• Revamped client reporting by creating a more formal and informative report using Microsoft Access data linked to Microsoft Word.
• Revised Microsoft Access data input forms to make it easier for data entry.
• Assisted with acquisition of new data entry online software and trained all end users, including major clients.

Infomation Technology And Management

Associate’S Degree, European History

High School