Carol Anderson
Greensboro,NC
Summary
Resourceful Help Desk Support Analyst with diverse experience. Problem Solver with excellent organization and time management skills. Possess business understanding of IT Administrative and Security and support needs with the ability to merge differing philosophies into successful common objectives. Areas of interest include Information Systems and Cyber Security Administration (support/retaining). Key assets include: Adaptable, flexible, and a persistent individual; capacity to change and meet demanding deadlines. Extensive use of negotiation skills, customer service functions, research techniques and diplomacy. Thinks globally with cross-cultural diversity of products and services as a communication liaison. Strong assessment of skill-levels and recognized as a motivator to develop certain skill sets to strengthen the individual and quickly integrates new people into the team environment.
Overview
27
27
years of professional experience
Work History
Technical Operations Associate (Officer)
Wells Fargo
Winston Salem, NC
01.2002 - 05.2025
- Develop and maintain an understanding of the company and its business models, business operations, product lines, and organizational structures.
- Understand and manage to corporate objectives and requirements; manage user accounts, reboot retail and corporate servers.
- Develop and maintain business relationships with all required units understanding and implementing business applications and tools.
- Troubleshoot VPN issues for remote employees.
- Facilitate and promote communications with unit teams (Division, Group, Region) and IT Teams.
- Provide responsible business and technical support to the business units via the telephone or in person for accounting, commissions, budget management, and other related systems.
- Perform system backups and troubleshoot user issues, formulate solutions, test proposed approaches, and implement repairs.
- Create and run reports, data exports and imports in support of business analysis and corporate audit standards.
- Install Symantec Anti-Virus software and maintain updates.
- Support changes to IT systems; test enhancements, fixes and/or assist in the implementation process.
- Provide software training via the telephone or in person and present weekly activity status.
- Document all procedures; monitor, respond, and track problems in Problem Management Software.
- Investigate hardware and software issues, install, configure and repair Application Software.
- Maintain a current understanding of existing and new technologies including operating systems, Microsoft Office tools, Lotus Notes, reporting, databases, client software, hardware, and networking.
- Provide 24/7 on-call support for ID Management; account lockouts, password resets, emergency add/modify/deletes.
- Ensure access is promptly removed/adjusted when someone leaves or transfers.
- Work with other Technology Services, Business Support Groups and Business Access Coordinator to continually increase efficiency of processes while minimizing risk.
- Take full ownership of all reported customer issues regardless of the reporting method; performs advanced level problem determination and resolution by problem area, assigning priority, and distributing information to the appropriate support staff.
Senior Customer Service Specialist
Exclusively Weddings
Greensboro, NC
01.2009 - 01.2017
- Manage incoming and outgoing calls from customers and vendors.
- Accept transferred calls from tier 1 agents.
- Create wedding programs and invitations using over 25 different company templates.
- Walk customers through making decisions on the verbiage used for invitations, programs, food menu’s and RSVP cards.
- Walk customer through selecting an invitation template for their event.
- Handle irate customers when a change or correction was needed to be made prior to or after printing complete.
- Reshipping orders that was engraved incorrectly.
- Reshipping orders that was never received by the customers.
- Processing UPS return labels.
- Assist with picking wedding favorites, flutes, wedding party gifts.
- Pulling ordered items from the warehouse.
- QC prior to shipping.
Senior Recovery Specialist/Collector
First Union
Raleigh, NC
01.1998 - 01.2002
- Managed and performed internal compliance functions while reporting and playing a key role in maintaining compliance with policies and regulations and the safeguarding of assets.
- Responsible for servicing and management of all loans associated with bankruptcy.
- Maintained over 120% of monthly goal each month; penetrated new loans up to 90 days old; recovered over 50% of funds within a 30 day period of time.
- Responsible for collection activities on past due and problem loans assigned from the Lending Department and overdraft deposit accounts, which have been charged off.
- Handled case management of loans that were in Bankruptcy, reviewed loans payments and/or outsource to third party agencies, and also collection reports to ascertain status of collections.
- Evaluated effectiveness of current collection policies and procedures, audited delinquent accounts considered un-collectible to ensure maximum efforts were taken before assigning bad debit status.
- Coordinated with other departments to exchange information and update controls.
- Prepared summaries, presents facts, and occasionally offers opinions concerning credit worthiness.
Education
Information Systems
Guildford Technical College
Implementing Microsoft Windows 2000 Professional Server and Planning, Implementing and Maintaining Microsoft Windows Server, 2004 Active Directory Infrastructure
Microsoft Technical Education Center
Healthcare IT Support Specialization Certificate -
Coursera
Skills
- Analysis
- Technical Skills
- Computer Skills
- Microsoft Office 365
- Lotus Notes
- Internet and GUI
- Novell
- Check Point Security
- Netop
- Remedy
- Remote Assist
- WARP
- Tesla
- AIMS
- WOW
- LAN Central
- Aternity
- Symantec
- Global Protect
- Powershell
- Avanti
- Yubikey
- RSA Token
- Infrastructure Services
- Active Directory
- VPN
- DNS
- WINS
- TCP/IP
- DHCP
- LAN/WAN
- Citrix
- WAVE
- Virtual pc
- Business Management
- Communication
- Client Relations
- Security Awareness
- Risk Fundamentals
- Phishing Awareness
- Data Security and Privacy
- Endpoint Security
- Technical support
- System troubleshooting
- Software installation
- Effective communication
- Team collaboration
- Time management
- Documentation management
- Team support
- Interpersonal and written communication
- Customer service
- Deadline management
- Excellent communication
- Problem-solving aptitude
Professional Skills
Utilize computer programs and up-to-date technologies for most efficient organizational processes and time-management functions., Install software from Software Center using remote access, Computer Skills: Microsoft Office 365, Lotus Notes, Internet and GUI, Novell, Check Point Security, Netop, Remedy, Remote Assist, WARP, Tesla, AIMS, WOW, LAN Central, Aternity, Symantec, Global Protect, Powershell, Avanti, Yubikey, RSA Token, Infrastructure Services: Active Directory, VPN, DNS, WINS, TCP/IP, DHCP, LAN/WAN, Citrix, WAVE, Virtual pc, Establish and maintain excellent productive work relationships both with the public and internal personnel at all organizational levels through internet correspondence using email and Skype., Assist with systems backup and data recovery procedures. Ensure data is backed up regularly and can be restored in case of system failure., Equipment management: Repair and replace equipment as needed. Test new technology and systems for potential implementation., Manage and support Microsoft 365 user accounts, licensing, services including email administration, Sharepoint, MS Teams and OneDrive, Manage daily FCR and AHT, meet groups SLA, Quality Assurance score, Call Abandonment Rate, Proficiency in all aspects of business operations and thorough knowledge of financial terminology and procedures and contribute to improve policies and quality efforts in servicing customers., Extensive diversity and cultural awareness experience bridging gaps as well as negotiations of mutual satisfactorily services and resolutions., Experience in client relations with a diverse customer base promoting improvements for overall team performance in client relation’s techniques., Respond promptly to business volume surges and to ensure necessary adjustments and/or requests of the Employees/stakeholders are efficiently served while being mindful of business priorities., Security Awareness, Risk Fundamentals, Phishing Awareness, Data Security and Privacy, Endpoint Security
Key Assets
- Adaptable, flexible, and a persistent individual; capacity to change and meet demanding deadlines.
- Extensive use of negotiation skills, customer service functions, research techniques and diplomacy.
- Thinks globally with cross-cultural diversity of products and services as a communication liaison.
- Strong assessment of skill-levels and recognized as a motivator to develop certain skill sets to strengthen the individual and quickly integrates new people into the team environment.
Timeline
Senior Customer Service Specialist
Exclusively Weddings
01.2009 - 01.2017
Technical Operations Associate (Officer)
Wells Fargo
01.2002 - 05.2025
Senior Recovery Specialist/Collector
First Union
01.1998 - 01.2002
Information Systems
Guildford Technical College
Implementing Microsoft Windows 2000 Professional Server and Planning, Implementing and Maintaining Microsoft Windows Server, 2004 Active Directory Infrastructure
Microsoft Technical Education Center
Healthcare IT Support Specialization Certificate -
Coursera