Experience

Rasmussen University

• United States
• Education Administration Programs
• 700 & Above Employee

• Online Adjunct Instructor

  • Oct 2006 - Mar 2011

  Teach courses online - MS Office applications (Excel, Word, Access, PowerPoint, and Publisher), CIS, and Success Strategies. Respond promptly via email or phone to student inquiries. Grade assignments and offer excellent feedback. Maintain upbeat online presence; committed to retaining students in order that they may achieve their academic and career goals. Proficient in Angel, E-College, Web-ct and Blackboard course management systems

• Manager Personal Support Center

  • Mar 2006 - Mar 2011

  Manage group of 15 employees who provide 100% help desk phone, chat and email support of Rasmussen College's computing technologies for an external and internal customer base related to pc hardware & software; LAN/WAN connectivity; mainframe hardware & software, telephone equipment and other technology-related devices. Evaluates employee performance and maintains numerous statistical reports used for agent evaluations and forecasting coverage needs for a 24x7 operation... Reviews… Show more Manage group of 15 employees who provide 100% help desk phone, chat and email support of Rasmussen College's computing technologies for an external and internal customer base related to pc hardware & software; LAN/WAN connectivity; mainframe hardware & software, telephone equipment and other technology-related devices. Evaluates employee performance and maintains numerous statistical reports used for agent evaluations and forecasting coverage needs for a 24x7 operation... Reviews agents' call performance using NICE technology tools, which is utilized for coaching and quality assurance purposes. Performed scheduling and staffing duties for the group. Developed valuable relationships with various staffing agencies and interviewed/evaluated candidates in order to ensure the best fit possible for openings within the Support Center. Rasmussen College



Triad Personnel (Rasmussen College)

• Help Desk Specialist

  • Dec 2005 - Mar 2006

  Provide 100% help desk phone support of Rasmussen College's computing technologies for an external and internal customer base related to pc hardware & software; LAN/WAN connectivity; mainframe hardware & software, telephone equipment and other technology-related devices. Responds to and diagnoses problems through discussions with users. Includes problem recognition, research and resolution. Maintains reports and spreadsheets. Completes surveys and gathers statistical data via… Show more Provide 100% help desk phone support of Rasmussen College's computing technologies for an external and internal customer base related to pc hardware & software; LAN/WAN connectivity; mainframe hardware & software, telephone equipment and other technology-related devices. Responds to and diagnoses problems through discussions with users. Includes problem recognition, research and resolution. Maintains reports and spreadsheets. Completes surveys and gathers statistical data via outbound calling. Show less Provide 100% help desk phone support of Rasmussen College's computing technologies for an external and internal customer base related to pc hardware & software; LAN/WAN connectivity; mainframe hardware & software, telephone equipment and other technology-related devices. Responds to and diagnoses problems through discussions with users. Includes problem recognition, research and resolution. Maintains reports and spreadsheets. Completes surveys and gathers statistical data via… Show more Provide 100% help desk phone support of Rasmussen College's computing technologies for an external and internal customer base related to pc hardware & software; LAN/WAN connectivity; mainframe hardware & software, telephone equipment and other technology-related devices. Responds to and diagnoses problems through discussions with users. Includes problem recognition, research and resolution. Maintains reports and spreadsheets. Completes surveys and gathers statistical data via outbound calling. Show less



SunTrust

• United States
• Financial Services
• 700 & Above Employee

• Support Center Specialist

  • Jun 2005 - Dec 2005



TEKsystems

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Technical Call Analyst I

  • Jan 2005 - Jun 2005

  - Provide 100% help desk phone support of SunTrust's computing technologies for an internal customer base related to pc hardware & software; LAN/WAN connectivity; mainframe hardware & software, telephone equipment and other technology-related devices. Responds to and diagnoses problems through discussions with users. Includes problem recognition, research and resolution. - Provide 100% help desk phone support of SunTrust's computing technologies for an internal customer base related to pc hardware & software; LAN/WAN connectivity; mainframe hardware & software, telephone equipment and other technology-related devices. Responds to and diagnoses problems through discussions with users. Includes problem recognition, research and resolution.



Epicus Telecom

• Customer Care Representative

  • May 2004 - Jan 2005

  Respond to customer inquiries via telephone and email, service customer accounts. Sell bundled telephone packages. Coordinate problem reporting and resolution with customer accounts. Analyze communication needs of customer using knowledge of type of available telephone equipment and service required. Recommend services and direct preparation of service orders. Resolve billing discrepancies with customer and secure payment of past due accounts. Conduct special studies which require collection… Show more Respond to customer inquiries via telephone and email, service customer accounts. Sell bundled telephone packages. Coordinate problem reporting and resolution with customer accounts. Analyze communication needs of customer using knowledge of type of available telephone equipment and service required. Recommend services and direct preparation of service orders. Resolve billing discrepancies with customer and secure payment of past due accounts. Conduct special studies which require collection and analysis of data Show less Respond to customer inquiries via telephone and email, service customer accounts. Sell bundled telephone packages. Coordinate problem reporting and resolution with customer accounts. Analyze communication needs of customer using knowledge of type of available telephone equipment and service required. Recommend services and direct preparation of service orders. Resolve billing discrepancies with customer and secure payment of past due accounts. Conduct special studies which require collection… Show more Respond to customer inquiries via telephone and email, service customer accounts. Sell bundled telephone packages. Coordinate problem reporting and resolution with customer accounts. Analyze communication needs of customer using knowledge of type of available telephone equipment and service required. Recommend services and direct preparation of service orders. Resolve billing discrepancies with customer and secure payment of past due accounts. Conduct special studies which require collection and analysis of data Show less



AT&T

• United States
• Telecommunications
• 700 & Above Employee

• Data Processing Associate

  • Jan 1999 - Jan 2003

  Monitored MVS batch jobs & facilitated batch job flow, corrected JCL (Job Control Language) and/or contacted programmers as needed. Performed proactive and reactive network fault management. Served as single point of contact for all network faults.

• UNIX Help Desk

  • Jan 1998 - Jan 1999

• Administrative Assistant

  • Jan 1994 - Jan 1998

  Billing & Collections Office - Resolved billing discrepancies with customer and secured payment of past due accounts. Conducted special studies which required collection and analysis of data. Operated various office equipment such as facsimile, copier, word processor and calculator. Created Access database to aid in collection activities of inter- and intra- company accounts.



AT&T - Intl. Information Center

• Call Center Manager

  • Jan 1986 - Jan 1994

  answered queries from operators, supervisors and customers requiring special assistance. Processed queries from internal and external customers, Prepared spreadsheets necessary for payroll and performance summaries. Interfaced with system analysts to resolve system problems. Maintained "line" of associates necessary to provide customer service; interfaced with company "force" department to this end. answered queries from operators, supervisors and customers requiring special assistance. Processed queries from internal and external customers, Prepared spreadsheets necessary for payroll and performance summaries. Interfaced with system analysts to resolve system problems. Maintained "line" of associates necessary to provide customer service; interfaced with company "force" department to this end.