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Professional Summary

Competent Help Desk Analyst with expertise in prioritizing multiple tasks while providing quality technical assistance. Well-rounded system administrator with an interest in consistently learning new skills. Willing to travel to resolve technical support issues off-site.

Skills
  • Proficient in Mac and PC systems
  • Remedy
  • Active Directory
  • Application support
  • Technical issues analysis
  • Technical documents comprehension
  • Software diagnosis
  • Systems installation
  • Logging support tickets
  • Excellent diagnostic skills
  • Data analysis
  • Remote access technology
  • Data backup and retrieval
  • Agile methodology
Education
Edison High School Alexandria, VA 2018 High School Diploma
Nova annandale campus Annandale, VA Expected in 2020 Associate of Science: Information Technology
  • Courses Included
  • Introduction to Network
  • Introduction to Operating Systems and Computer Applications
  • Fundamentals of Customer Service, Networking I & II
  • Intermediate Routing and Switching
  • Windows Client and Server, and Network Security I & II
Certifications
  • CCNA Routing & Switching - Progress
  • CompTIA Security+ certification - Progress
Work History
QBASE - Help Desk Analyst
Springfield , VA 11/2018 - Current
  • Phone support for CBP and other government agencies with use of Remedy Service Management Tool to accurately and consistently enter in service requests
  • Maintaining customer database to improve tracking, reporting and customer service
  • Managing users accounts – create, modify, give permissions/roles, unlock and delete
  • Assisting customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems
  • Evaluate system potential by testing the compatibility of new programs with existing programs
  • Gathering pertinent data, identified and evaluated options and recommended an effective course of action
  • Monitoring network performance and provided network performance statistical reports for both real-time and historical measurements
  • Logged support tickets and closed when issues were resolved
PowerHouse AV - Customer Service Receptionist
Springfield , VA 01/2016 - 11/2018
  • Answered an average of 100 calls per day by addressing customer inquiries, solving problems and providing new product information
  • Communicated with vendors regarding back order availability, future inventory and special orders
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests
  • Investigated and resolved customer inquiries and complaints in a timely and empathetic manner
  • Provided an elevated customer experience to generate a loyal clientèle
  • Effectively communicated with and supported sales, marketing and administrative teams on a daily basis
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot
  • Processed 100daily invoices and billed renewed invoices to clients
  • Accurately documented, researched and resolved customer service issues
  • Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates
  • Met or exceeded service and quality standards every review period
  • Gathered and verified all required customer information for tracking purposes
  • Referred unresolved customer grievances to designated departments for further investigation
  • Effectively managed a high-volume of inbound and outbound customer calls
  • Identified chronic customer issues by creating and maintaining customer complaint log
  • Resolved service, pricing and technical problems for customers by asking clear and specific questions
Accomplishments
  • GPA 3.9
  • Advanced Diploma
  • National Honor Society: 2016, 2017, 2018
  • Academic Honor Roll: 2018

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Summary
Highly accomplished and results-driven Financial Services professional with over 5 years experience in asset management and creating financial plans for high net worth clients. Organized and dependable banking professional who excels at processing high volumes of error-free transactions and meeting branch goals. Astute communicator and presenter adept at establishing rewarding relationships to benefit business development.
Skills
  • Exceptional Banking Managerial Skills
  • Strong Interpersonal Skills
  • High Customer Service Standards
  • Type 60 WPM
  • Dedicated to Process Improvement
  • Exceptional Oral and Written Communication Skills
  • Strong FDIC and FINRA Knowledge
  • Marketing Expert
Education
Bachelor of Science: Business and Retail Management 2010 University of Bridgeport, Bridgeport, CT GPA 3.85
Certificate: Real Estate P&P 2015 Greater Bridgeport Board of Realtors , Bridgeport, CT
High School Diploma 2004 Norwalk, Norwalk, CT
Experience
Darien Rowayton Bank Darien, CT Financial Associate 02/2015 to Current
  • Strong product knowledge and customer first approach allowed to me maintain and deepen new and existing client relationships.
  • Leverages relationship management skills to go beyond the immediate issue to win client business long term.
  • Consistently called upon to help train new staff at both the teller and platform levels due to my extensive product, and operations knowledge as well as positive outlook and energy.
  • Processes sales referrals and promoted bank services and products, resulting in 5% branch sales increase.
Pequot Capital Stamford, CT Accounts Management 02/2009 to Current
  • Provides support to Private Client Advisors.
  • Assists in leveraging over $25m in broker deals and wire transactions.
  • Ensures the entire account opening process is completed quickly and accurately.
  • Follows operational procedures to ensure client confidentiality resulting in 100% compliance across the board.
BMW of Darien Darien, CT Customer Service Receptionist 03/2009 to Current
  • Conducts market research to rationalize category and segment opportunities.
  • Identifies opportunities for new product and features, while supporting the business case to secure resources for opportunities. 
  • Streamlined the administrative process, resulting in 25% increase in work production.
  • Maintains a customer satisfaction rating of 99%
 
 
 
 
​
Webster Bank Fairfield, CT Bank Teller 11/2005 to 08/2007
  • Opened an average 15 new customer accounts , including checking, savings, and lines of credit quarterly.
  • Processed sales referrals and promoted bank services and products, resulting in 10% branch sales increase.
  • Assembled in-branch marketing displays.
  • Researched and resolved customer issues on personal savings, checking and lines of credit accounts.
  • Processed over 100 daily transactions.
Affiliations
The United Way
March of Dimes
Horizons Enrichment Program, New Canaan, CT
Park City Panthers Youth Football League
SuperRichKids LLC

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Summary
Highly enthusiastic Customer Service professional with 25 years of experience with the public. I began in teaching and moved into area of hotels, manufacturing rep office and administration within the veterinary field.
Highlights
  • Have a great people skills 
  • Client-focused
  • Computer proficient
  • Microsoft Office
  • accounts payable and receivable
  • File/records maintenance
  • adaptable, reliable
Experience
Animal Emergency and Specialty Kirkland, WA Front Desk Associate 10/2014 to 07/2015 Customer service representative of hospital. Greeting and  responding to all forms of inquiries and concerns. Cashiering and supportive administrative procedures. Computer programs specific to veterinary care. Heavy use of Microsoft Office programs.
Loyal Companion Animal Care Redmond, WA Customer Service Receptionist 01/2007 to 08/2014 Customer service , Office administration. Daily accounting. Problem solving. Retail sales. Microsoft office programs.
Cascade Products Kirkland, WA Office Assistant 04/2002 to 01/2007 Worked at small Manufacturing Representative company. Duties included but not limited to data entry, customer service in person and email and phones. Cashiering and office programs and procedures. The owner retired and the company moved in a different direction.
Ramada Inn Northgate , WA Front Desk receptionist- Shift Supervisor 06/1987 to 11/1991 Customer service, sales and office administration. Heavy multi line phones, Microsoft Office programs, Excel, Word and Outlook. Problem solving and complete customer satisfaction.
Auckland Public Schools Auckland, New Zealand Kindergarten Teacher 01/1981 to 03/1987 Kindergarten Teacher within Public School System of New Zealand. Worked with classes of 4-6 year olds. Majored in Art and literature. Partial responsibility for liason between troubled families and  social services. Left when married and moved to US.
Education
Early Childhood Education 1982 Northshore Teachers College, Auckland, New Zealand
Graduated with degree in Early Childhood Development and Kindergarten Teachers Diploma.
Major in Math and Literature.
Taught in both rural and urban schools.
Worked with diverse populations.

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