India Quarles Email & Phone Number

Norcross, Georgia

Atlanta, Georgia

Support Team Lead• Schedule and deliver application training on Peoplenet time tracking software.• Training all new support desk staff to resolve software and hardware issues using an internal knowledge base, web searches, and other resources.• Managed and developed a Tier 1 support team using Five9 telephony software and reporting.• Resolve Tier 2 support cases involving company software and hardware, documenting cases using Salesforce CRM.

IT Help Desk and Product Support• Provide decisive first level support to McKesson associates and customers utilizing available resources ranging from a corporate knowledge database to various internet search engines. • Precise data entry using the Unicenter Documentation System• Problem solving and Tier 1 support for desktop workstations, mobile PC stations, printers and handheld devices.• Trouble shooting software issues for McKesson applications for the healthcare setting. The supported proprietary applications include, but are not limited to; Citrix, Paragon Clinical Care Station, and the Horizon suite of healthcare applications.

Greater Atlanta Area

IT Help Desk Support- Insurance Service Center East• Assist in Tier 1 level support for business partners with technical support for agent office equipment and programs, while maintaining accurate records and providing excellent customer service. • Accept inbound customer calls providing software and hardware support. In this position I used critical thinking and assessment of technical problems, as well as troubleshooting Windows XP, MS Office 2003/2007, Exchange, HP applications, HP, DELL, and IBM hardware (laptops, desktops, printers), remote access, LAN and WWAN networking issues including use of Cisco VPN client, Lotus Notes, Blackberry/PDA support, proprietary/vendor software, active directory, and security access.Customer Service Representative• Maintain detailed record of assigned insurance agents and policy holder contacts. Arrange sales appointments and execute good will calls as requested by assigned insurance agents.

Expediently answering and redirecting incoming calls on the switchboard of a major medical center serving the Greater Kansas City area with multiple locations.