Susan Himes Email & Phone Number

Usa

• Provided remote technical and application problem resolution and escalation assistance related to Aspect Workforce Management products. • Worked to diagnose, troubleshoot, repair and debug complex computer systems and software. Responded to situations where end users have failed to isolate or resolve problems in malfunctioning equipment or software. This required an understanding of PCs, Networks, OS platforms, databases, telephony, software applications, third party trouble identification, and ACDs. It also required an ability to learn complex software tools quickly.• Gained and maintained knowledge of assigned customers' technical and business environment. • Provided in-depth problem determination and verification, including (but not limited to) Root Cause Analysis reports.• Worked to troubleshoot and resolve issues utilizing all available tools, resources, and documentation. • Engaged additional resources when necessary. This required the ability to work with limited direction to independently determine and develop an approach to solutions that contribute to the development of the organization's goals and objectives. • Provided effective and consistent communication to management, peers and account team in support of customers. • Ensured that customers understood the contact center management concepts behind the software.

Brentwood

• Provided remote desktop technical and application problem resolution and escalation assistance related to Aspect Workforce Management products. • Worked to diagnose, troubleshoot, repair and debug complex computer systems and software. Responded to situations where end users have failed to isolate or resolve problems in malfunctioning equipment or software. This required an understanding of PCs, Networks, OS platforms, databases, telephony, software applications, third party trouble identification, and ACDs. It also required an ability to learn complex software tools quickly.• Gained and maintained knowledge of assigned customers' technical and business environment. • Provided in-depth problem determination and verification, including (but not limited to) Root Cause Analysis reports.• Worked to troubleshoot and resolve issues utilizing all available tools, resources, and documentation. • Engaged additional resources when necessary. This required the ability to work with limited direction to independently determine and develop an approach to solutions that contribute to the development of the organization's goals and objectives. • Provided effective and consistent communication to management, peers and account team in support of customers. • Ensured the customers understood the contact center management concepts behind the software.Helped to mentor new employees on the desk

Nashville

• Supported Corporate, Government, business systems and end-users by taking incoming calls and troubleshooting hardware and software issues. Anywhere from 10 to 30 calls a day• Self dispatched and follow-up with the customer to assure their issues were resolved.• Team mentor – Helped with shadowing new techs that came to the team on tool usage, call control, soft skills, and technical help, exchange best practices, helped peer mentor on metrics usually between 15 and 25 reps.• Floor Mentor - Helped with shadowing new techs that came to the team on tool usage, call control, soft skills, and technical help, exchange best practices, helped peer mentor on metrics . Was on call for all managers on the floor to help with their techs as needed supported 150 to 190 techs• Winning Culture team – Various top performers met to brainstorm about things that effected the techs the company and for the customer to find action items to resolve and then take this information back to team members• Training assistant- worked as a training assistant helping with techs in Extended Training Queue-usually 20 reps at a time.• Shadowed new representatives at the manager's request to ensure they were assisting their customers with the correct information and resolutions. Assisted with technical resolutions and how to handle escalations.• Repeatedly achieved 100% call audit scores • Multiple customer commendations on a weekly basis• Multiple team player awards from team peers• Technician internal help desk chat –Worked as a virtual Level2 coach/supervisor Assisting floor techs on resolves for the customer- anywhere from 150 to 190 techs taking multiple shots both through internal chat and floor messenger at the same time. Generally7 to 10 at any one time• Customer online chat- took Multiple sessions at one time for incoming chats from customers to help them troubleshoot issues and come to a resolution.• Comp Tia A+ certified

• Build new computers • Troubleshoot problems on various operating systems (ex. Microsoft® Windows 95,98,98SE, Millennium, 2000, and XP Professional)• Downloaded and installed updated drivers, product updates and environment enhancing software.• Delivered and setup new computers for customers.• Answered technical questions regarding computer related issues. • Coordinated pick up dates, delivery dates, and assembly times and changes to orders with C.E.O of the company. • Maintained company financial records using quick books® , and Microsoft excel databases.