MICHELLE JORDEN

OBJECTIVE
	To obtain a position in the information technology field using my customer and
technical support skills that will allow room for professional growth and
advancement
EXPERIENCE
	Dec 2008 – Aug 2009 Premiere Global Services, Inc. 	Pittsburgh, PAWeb Technical
Support Representative Tier 2n	Assisted and trained Customer Care Center to
troubleshoot Tier 1 technical problemsn	Worked with quality assurance and
development engineers to identify issues while assisting with updates, testing,
and new releases of web conferencing productsn	Created, tested, and documented
audio and web recordingsn	Provided daily customer web conferencing product
trainingn	Documented procedure and training materialn	Tracked department and
individual statisticsn	Identified, researched, and resolved web conferencing
technical problems at a tier 2 level n	Responded to trouble tickets escalated
from the customer care center, responded to customer phone calls, emails and
internal requests for technical support on Premiere Web Products and
Services.n	Managed daily tasks with little or no supervisionn	Preformed daily
maintenance checks to verify that all systems and products were functioning
normallyn	Joined Enterprise Operations Center conference calls to assist with
fixing of outagesn	Performed technical support after hours on-calln	Performed
weekly ticket quality checks on coworkers within the departmentn	Provided chat
support to and took escalation transfers from tier 1 groupMay 2008 – October 2008
 Aetna Insurance Company	Pittsburgh, PACustomer Service Professionaln	Answered
questions and resolved issues based on phone calls/letters from members,
providers, and plan sponsors. Triaged resulting rework to appropriate
staffn	Explained member's rights, benefits, and responsibilities in accordance
with contractn	Reviewed member’s medical claims and sent them to be reprocessed
when necessary n	Met or exceeded established performance standardsn	Used
available tools and systems to deliver timely, accurate servicesn	Performed
review of member claim history to ensure accurate tracking of benefit maximums
and/or coinsurance/deductible.n	Multi-tasked to accomplish workload efficiently
	Aug 2007 - Jan 2008     Verizon Wireless	Houston, TXCoordinator Technical
Supportn	Assisted customers with setting up, configuring, and troubleshooting
email, browser, and device settings, and installing and troubleshooting
accompanying software on Blackberry devices, Palm based devices, and Windows
based devices (Windows Mobile 5.0 & 6.0) n	Used Remedy trouble ticket system to
submit possible network issues to the Wireless Network Response Team n	Assisted
with the activation, configuration, installation, and troubleshooting of VZ
Access Manager software and data card drivers n	Provided support for connectivity
and slow speed issues using wireless data cards n	Provided support for mobile
phone issues including voice problems such as dropped calls , issues with text,
picture, video messaging, and Get It Now issues n	Provided support for features
such as Vcast, voicemail, three way calling, caller id, call waiting, and call
forwarding n	Reviewed and adjusted bills with customers 
	Jan 2007 - Aug 2007      Comcast Communications	Houston, TXCustomer Account
Executiven	Assisted customers with technical support for video, high speed
internet, an digital phone products including connectivity issues with internet
and phone products, as well as slow speed, connectivity, and email client
configuration and troubleshootingn	Reviewed questions customers had regarding
billing n	Added services (sales) and handled new customer’s questions.April 2006
- Dec 2006      Verizon Wireless	Cranberry, PACustomer Service Representative
n	Answered billing questions and reviewed bills in detail with customers
n	Provided Tier 1 technical support for wireless phone and wireless broadband
products n	Assisted customers with contract renewal and purchase of new phones
(sales)n	Added features to customers wireless accountsJan 2005 – March 2006     
Adelphia Communications	Coudersport, PALead Technical Support Representative
n	Served as team leader (responsible for answering representative’s questions,
calling dispatch for representative’s, performing customer call backs, and taking
escalated calls) n	Provided technical support for high speed Internet product,
including connectivity problems, email issues (including Outlook, Outlook
Express, Mozilla Thunderbird, and Mac email clients), provisioning modems on the
network, and slow speed issues n	Answered billing questionsAug 2007 – August 2008
   Grace Christian Church	Rochester, PANetwork Administrator (Voluntary
Position)n	In charge of maintaining speed and security of all computers on the
network n	Implemented printer and file sharing to improve productivity n	In
charge of reviewing all proposed hardware and software purchases n	Installed all
new software and hardware purchases n	Proposed network improvements to eliminate
wireless network conflicts n	Introduced software to improve and maintain computer
security n	Performed routine maintenance on all systems including spy, mal, and
adware scans, virus scan, check disk, disk defragmentation, and disk clean up
n	Troubleshot and resolved all software and hardware issues n	Installed and
mapped network printer to all computer systems on the network     
EDUCATION
	April 2003 - Sept 2004   DuBois Business College	DuBois, PAn	Assoc. Specialized
Business major Information System Support n	Served as President and Treasurer of
the Information System Support Club n	Assisted with upgrades to school’s network
SKILLS
	n	Key 65 WPM n	Knowledgeable in computer networking including wireless
technologies n	Knowledgeable with printer, scanner, and peripheral installation
and support n	Knowledgeable with Netspoke, Microsoft Live Meeting, Cisco Webex,
and Adobe Connect web conferencing solutionsn	Knowledgeable in PC support,
maintenance, and repair including installation of software and hardware
n	Knowledgeable in printer and file sharing n	Knowledgeable with Microsoft
Windows DOS – Vista n	Knowledgeable in Microsoft Office products, Outlook
Express, Internet Explorer,  Mozilla Thunderbird and Firefox, and Macromedia MX
and 8  n	Knowledgeable in Remedy and Net Suite trouble ticketing systems 
n	First-rate customer service and technical support skills n	Knowledgeable in
troubleshooting connectivity, software, and hardware issues n	Excellent oral and
written communication skillsn	Great attention to detail and accuracyn	Great
ability to multi-task to accomplish workload efficientlyn	Dependable and
punctual