IT Help Desk helping users on location and at remote areas. I used Novell, Active Directory Team Viewer to assist from office location to any location the user was located. Assisted users in house for desktop and laptop support and to update their computer. assisted users by phone and remote access when working from home. I used Active Directory, Novell, Team Viewer assisted with installs and updates as needed.

• Answered and responded to inbound calls, troubleshooting hardware and software issues for cellular and mobile broadband devices and services. • Served as a peer facilitator in the call center environment. • Served as a transition coach for new hire classes on a rotational basis. • Provided detailed information on how to set up and configure data and voice products. • Verified provisioning, identified, and diagnosed device or network-related issues. • Provided troubleshooting assistance for mobile operating systems, including Android OS, Apple iOS, Windows OS, and Blackberry OS. • Provided support for Windows and Mac operating systems, specifically Device Manager and TCP/IP configuration. • Utilized knowledge bases and proprietary troubleshooting techniques to resolve technical issue in a timely and cost-effective manner. • Used Remedy trouble ticket system for reporting network issues. • Evaluated customers concerns and resolved problems to customer satisfaction.• Demonstrated and practiced regularly the skills necessary to handle any technical support or customer service call type that is routed through the center in this function. • Followed up with customers to ensure first call resolution. • Used various administrative department tools and on-line resources for customer resolution.

i took calls from users within the company to reenable them or reset their passwords. I also assisted them to get their vpn working and make sure they could connect. I used skype for business to view any issues they were having with connect appliations to fix the issue or file a tech excel ticket to have a local tech to fix it or end it to appliation development. I would take the time to understand each issue and follow up with the user to make sure each issue was resolved. we file tickets for each call. Either for getting a application working for vpn or for outlook for folders or getting their mail. if there was a outage we filed a ticket to get to the lan team for emergency issues for production. i worked with 6 other IT specialist and got a ful knowledge of connect programs, hr services and for military one source concerns. I used outlook, skype for business, TechExcel for tickets, Power Point. Outlook projects. we had a broad range of outlook programs, and pef files to guide us when we needed help. or we worked together as a team to help each other out great team invironment and leadership. I loved what i did for the users and my team.

I took calls from users within the company to update their information within the data base or to help with why software they were using wasn't working. First step in the process was to use Active Directory to verify the user. then i would pull up in a dos system assist them to update their user or help to change their password. If the user needed help with their vpn i would assist by Skype to update their vpn address in the system and make sure their router was working to get them back online. I also assisted the users with issues with Outlook not working for folders or attachments or not loading. we would go through the steps in the process to verify they could load outlook and that the functionality was working. i also worked with the users to check if their data base for Service Connect or Careconnect was working for their patients. After trouble shooting the issue i would always file a ticket that we resolved the issue or to get it software production or a local tech to help them. I used TechExcel to file the ticket for a record of the call and gave the user the ticket number. i would average 25 calls a day for the instance they were calling about. i would work with my team if there was any outages to get a ticket to the specific group to fix the concern as it would be affecting a large amt of users. There was trainings if we needed to learn about any updates and i was part of a great team to learn from. We also had pdf files to learn from and use to help with taking the right steps to resolve a issue. it was always nice to get to know the users that called to make the experience a better one.

taking inbound calls from reps within company to reset their password or id, to enable their account. I assisted them for Windows Outlook, Exchange, and used Skype to connect to assist them. Helped with VPN connections and lan connections. When needed I filed tickets for the user to get help from a local Technician.

i took calls to try and save customers and also to help with any technical issues

I was hired as a Retention Specialist at Comcast to help save customers from leaving the company went over options and packages to give them a better promotion. I would make sure that all their services were working. I also provided technical support if their router or modem didn't work or their television didn't work using my skills from verizon to help get their services back. I have always taken pride in the best customer service possible and technical support, to make sure the user was always happy with their service.

• Worked as a subcontractor for Countrywide Financial Corporation. • Maintained inventory control for mortgage and loan departments. • Prepared files, proofread documents, and consistently met strict deadlines. • Performed general office tasks as needed.

• Took ownership of each customer while empathizing and prioritizing customer needs. • Engaged in interactive dialogue with customers through active listening. • Resolved conflicts and managed customer expectations. • Determined customer needs and provided appropriate solutions through relationship building. • Documented customer account activities thoroughly and concisely. • Approached problems logically and with good judgment to ensure the appropriate customer outcome.• Made appropriate decisions on behalf of the customer quickly and effectively. • Effectively prioritized work to ensure efficiency. • Conducted research as needed.