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yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000

xxx-xxx-xxxx •



proficient professional eager to contribute technical expertise as well as strong customer service skills and communication talents toward actively supporting an organization in maximizing performance.




  • offer over 18 years of solid and progressive customer service experience, including expertise within helpdesk, service delivery and technical analysis capacities.
  • in depth expertise in client-focused industries focused on delivering world class customer service.
  • adept at blending strong decision-making abilities with outstanding organizational skills, solid leadership attributes, and successful interpersonal relationship-building techniques.
  • apply sharp problem-solving proficiencies, intelligent business acumen, and cost-effective strategies, along with exceptional written and verbal communication skills, to any professional environment.
  • capable of staying focused and maintaining a calm demeanor in high-pressure situations while exhibiting high quality, diplomatic customer / client services interaction both in person and via telephone.
  • recipient of multiple moment of truth awards and the service excellence award.

technical expertise


windows 95/98/nt/2000/xp, dos, microsoft office suite, lotus notes.

knowledge of crystal reports, novell network administration, windows nt domain and user tools, proxy,

active directory, management console, remedy, clarify, citrix metaframe, reflections, dameware,

nortel vpn administration, altiris deployment solutions, avaya cms supervisor, pc anywhere, networking concepts

professional experience


service delivery coordinator computer aid, inc.                                                                                     2006-2009

  actively supervise team of 9 service desk analysts, ensuring team exceeds service level agreements and reaches customer satisfaction levels over95%.

  effectively facilitate weekly team meetings, providing updates on procedural changes and information updates.

  successfully assist in the transition dade behring to siemens, facilitating the data transfer to siemens enterprise support center.

  consistently monitor and document system outages to ensure timely resolution and customer satisfaction.

  responsible for providing client managers and director of infrastructure services with weekly call center reports.


helpdesk analyst ii computer aid, inc.                                                                                                   2000-2006

  hand-selected to attend dade behring s national training meeting, assisting laptop upgrades and rollouts for field personnel.

  coordinated with lotus notes team in completing the customer machine upgrades.

  successfully supported customer base of over 4000 users through escalated tier two and after hours support for a broad range of technical issues, including windows 9x, windows nt, windows 2000, windows xp, microsoft office suite, lotus notes, and hardware/software.

  responsibly supervised account administration for lotus notes, nt, nortel, at&t, fax sr, and sap.


lead helpdesk analyst computer aid, inc.                                                                                              1999-2000

  actively collaborated in the troubleshooting of windows 9x, windows nt, microsoft office suite, lotus notes, networking, laptops, desktops and site-specific applications.

  effectively trained and directed staff and actively collaborated in operational functions such as evaluating performance and providing guidance/mentoring.


sales associate strawbridge & clothier/finlay fine jewelry                                                               1991-1999

  sharp business acumen and experienced in managing broad scope of operations, from sales/marketing and customer service to product education and reducing inventory shortage.

  successfully steered sales operations to generate high volume growth and revenue; recipient of the diamond star award and invited into the president s club for exemplary customer service and record high sales.


professional education


computer aid s windows 98                                                                                                                                2000

computer aid s helpdesk institute                                                                                                                     1999

coursework in accounting florida a&m university                                                                               1988-1989

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