Beverly Gilmer
Aurora,IL
Summary
Observant Senior Technical Support Specialist with outstanding customer support and technical skills. Successful in maximizing computer system capabilities and studying technical applications. Areas of expertise include software testing, network design and implementation and software performance analysis.
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Senior Technical Support Specialist
Verizon Wireless
Rolling Meadows, IL
07.2009 - Current
- Maximized use of hardware and software by training users and interpreting instructions.
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Prepared references for users by writing clear operating instructions.
- Evaluated system potential by testing compatibility of new programs with existing programs.
- Gathered pertinent data, identified and evaluated options and recommended effective course of action to solve technical issue.
- Upsold products and services to increase company revenue.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
Business Financial Analyst
Verizon Wireless
Schaumburg, IL
12.2006 - 07.2009
- Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
- Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
- Identified process inefficiencies through gap analysis and outlined sensible solutions.
- Assessed impact of current business processes on users and stakeholders and evaluated potential areas for improvement.
- Assigned tasks to associates, staffed projects and updated involved parties to enhance optimal business flow.
- Completed assumption of liabilty request for consumer and business
CREDIT REVIEW SPECIALIST
Verizon Wireless
Elgin , IL
09.2004 - 12.2006
- Carried out day-to-day duties accurately and efficiently.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved problems, improved operations and provided exceptional service.
- Handled 15 calls per day to address customer inquiries and concerns.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Worked with customers to understand needs and provide excellent service.
- Handled collection calls during all stages of deliquency
Education
Associate of Applied Science - Business Administration
University of Phoenix, Chicago Campus
Warrenville, IL05.2009
Associate of Arts - Business Communications
DeVry University
Downers Grove, ILSkills
- Account Administration
- Software Evaluation
- Microsoft Certification
- Software Deployment
- Resolving Problems and Incidents
- Development Documentation
- Technical Support and Assistance
- Network Performance Monitoring
- Malfunction Diagnosis
- Call Distribution
- Work Orders
- Online Chat Support
- Closing Tickets
- Advanced troubleshooting
- Application installations
- Incident Management
- Network Administration
- Help Desk Support
- Troubleshooting and diagnosis
- Customer Support
- Software Installation
- Customer Service
- Remote assistance
- Operating systems
- Remote Support
- Mobile Device Management
Accomplishments
- Resolved product issue through consumer testing.
- Achieved spotlight award through effectively helping with demonstrating core values.
- Collaborated with team of 18 in the development of stats.
- Documented and resolved team communication issues which led to increased team communication and overall productivity.
Certification
- A+(Plus)Certification , Verizon Wireless - 2009
Additional Information
Multiple customer's commendation's for a job well done.
Timeline
Senior Technical Support Specialist
Verizon Wireless
07.2009 - Current
Business Financial Analyst
Verizon Wireless
12.2006 - 07.2009
CREDIT REVIEW SPECIALIST
Verizon Wireless
09.2004 - 12.2006
Associate of Applied Science - Business Administration
University of Phoenix, Chicago Campus
Associate of Arts - Business Communications
DeVry University