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Job Related Summary: • • • • • • • 14 years of experience in IT support. 10 years of experience in Mac/PC Deployments, hardware and software support. 14 years of experience in Creative Software/Web Design. 10 years of experience in Mac. 14 years of experience in customer service/support industry. Local candidate. Excellent communication and interpersonal skills.
Summary: • Commitment to the customer, concern for their needs, listening to their problems, making their problems my problems and an attention to the details was the key to solving conflicts, correcting mistakes and putting the clients at ease about who was in their corner. My orientation is on results, it is based on all my experience in Sales and Marketing, Management, The Military, Law and IT/Customer Support. Mac and PC Based Applications serviced for clients in law firms or other corporate environments. • Outlook, MAC/PC Deployment/ Email Migration, SAP America - 3000. • Microsoft Word, Multiple Firms - 6000. • Web based Profiles, Multiple Firms - 10000. • Security Profiles, Multiple Firms - 8000. • Excel, Multiple Firms - 100 • PowerPoint, Multiple Firms - 100. Technical Skills: Citrix, SAP R3, Access, Microsoft Excel Microsoft Word for Mac& PC , Microsoft Word Professional, Outlook,Windows XP and Vista, Microsoft Movie Maker, Hummingbird, Power point, Microsoft Exchange, * Mac OS 8.6, through Mac OS X, Microsoft Power Point, for Mac& PC, Quark Express.3.3 for Mac, Final Cut for Apple, Adobe Photo shop and Illustrator 10 for Mac and PC, File Maker Pro3.0 for Mac, Page Spinner Html Program, Adobe Acrobat 6.0 for Windows/Mac, HTML Editors such as Dream Weaver, many Coffee Cup brand applications including: Flash Maker, Image-Maper, Html, Banner maker and Form Builder. Professional Experience: Self Employed Mac & PC support, Web design, Computer repair. Cigna Healthcare IT Support Responsibilities: • Supported Private and Corporate clients for: ο Account password resets. ο Computer troubleshooting. ο Account Creation, navigation and update. ο Secure Email Access and trouble shooting. October 2011 - February 2012 February 2012 - Present
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Provided explanations of various services to new Cigna customers. Works with business and private customers to answer questions and resolve problems related to products and services. Resolved issues within a specified timeframe or referred to a qualified service provider for follow up. Diagnosed customers technical problems and provide creative solutions and alternatives that meet business need Provided just-in-time assistance over the phone as need. February 2011 - October 2011
Self Employed- Consultant Mac & PC support, web design, computer repair. VRW IT Customer Support
November 2010 - February 2011
Responsibilities: • Called clients and employees of both firms to verify work status or requests for information. • Updated data bases of employee files and request databases for changes in work and project status for both companies. Work included the creation of purchase accounts and access accounts for mission critical work. • Maintained contact with clients and customers on status of requested work. Self Employed Sallie Mae, Philadelphia, PA Customer Service Agent, Philadelphia Philadelphia Tax Amnesty Program Responsibilities: • Assisted clients to fill out and Process Tax Amnesty forms. • Answered questions relating to the Tax Amnesty and the payment of Taxes in Philadelphia in general. • Provided assistance to computer challenged clients, doing their paper work or computer fillings for them. • Answered calls regarding appointments and auditing, setting appointments and greeting clients on their arrival at our center city offices. Aetna Health Care, Blue Bell, PA Customer Service Agent December 2009 - April 2010 July 2010 - November 2010 June 2010 - July 2010
Responsibilities: • Made phone calls to Medicare recipients, to assist them with getting their medical and dental coverage. Other duties included: ο Records keeping, follow up calls, researching clients needs related to available drug programs. ο Advising brokers of the needs of our mutual clients and obtaining needed records to speed processing of clients Medicare requests. Bradley Law Firm, Philadelphia, PA Executive Assistant February 2007 - July 2009
Responsibilities: • Performed many of the same tasks as during the 1996 to 2003 period. • Provided technical support for: Laptops, desktop computers, printers, software applications, telephones and related technology using Mac and Windows applications. • Tested computer systems and peripherals. • Supported and upgraded application software, operating systems and computer hardware such as Microsoft Office Suite, Adobe Products and Anti-Viral Software.
SAP America, West Chester, PA IT Helpdesk Support Agent
July 2008 - September 2008
Responsibilities: • Assisted some of the more than 3000 employees and clients of the SAP America Corp with Software deployment and Email Migration, Laptop access, program installation and virus removal. Other duties included password retrieval via blackberry, assisting with TCP/IP, DNS and wireless connectivity. • Acquired introductory training on SAP R3 systems for customer support of business clients. • Assisted new employees to configure for use Microsoft Word, Excel and PowerPoint. • Assisted clients with verification and activation of laptops and programs, instructed clients on program function and use, provided web seminar access, laptop repair, replacement and delivery on very short notice of laptops and wireless modems. • Followed up on all IT related issues and continuous records upkeep on all activities related to Technology assists with clients. Able to lift and move computer and technology related equipment as required. Equifax Credit Services, Gibbsboro, NJ Customer Service Agent November 2004 - February 2007
Responsibilities: • Provided customer service interface between clients and Expedite department. • Learned and performed all duties related to supplement and expedite services. • Dealt with customer base directly on phone and via email. • Answered all types of questions related to expedite process. • Addressed and correct any problems relating to expedited (updated) files. • Followed up with clients where required to the status of expedite process, records and keeping and update on all files which are opened to discuss cases, considering a change. Upland Mortgage, Philadelphia, PA Loan Processing and Customer Service December 2003 - October 2004
Responsibilities: • Performed loan processing functions and updated client files on company computer system. • Answered consumer calls and verified loan data, requested credit reports, requested and tracked missing documents. Performed scanning and archiving where required. • Prepared files for final review and updated clients on the status of a files progress, explained the process to clients and maintained records on the correspondence. • Conferred with other departments to solve client problems and used a wide array of programs and the Internet to achieve the goal of customer satisfaction for their loans. Bradley Law Firm, Philadelphia, PA Executive Assistant February 1996 - July 2003
Responsibilities: • Provided technical support for: Laptops, desktop computers and software deployments, printers, software applications, telephones and related technology. • Tested computer systems and peripherals. • Supported and upgraded application software, operating systems and computer hardware. • Diagnosed and resolved unique, non-recurring problems. • Consulted with law firm senior executive to make changes to website. • Redesigned current website and design of new website using Text, HTML editors, Flash design, Adobe Illustrator, Acrobat, Adobe Photoshop, Cool-edit Audio editor, Audacity Audio Editor .
Performed wide range of administrative duties including records keeping, records research, receiving a processing clients, some computer maintenance and upkeep, web page design and web site maintenance Responsible for conducting research for law firm on locating international business contacts for Law Firms business activities, interfacing with such persons and organization in a representative capacity for the firm to move projects forward. Assisted in design and development of Law Firm News Publication. Wrote proposals for business projects undertaken by the law firm. Conducted contact and follow through on with participants on active projects, collected research and gave presentations to would be project partners.
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