Summary
Overview
Work History
Education
Skills
Certification
Training Certificates
Technical Skills Summary
Work Availability
Work Preference
Timeline
AdministrativeAssistant
Christine Harpster

Christine Harpster

Knightdale,NC

Summary

C ertified IT Professional with 5 years of Information Technology experience, 20 years of Administrative, Customer Service Management and 3 years of Payroll experience. Experienced in troubleshooting computer software issues in customer-focused environments, resolving challenges with innovative solutions, implementing improvements to increase efficiency, customer satisfaction and service outcomes.

Overview

20
20

Years Administrative & Customer Service Management

6
6

Years Information Technology

5
5

Years Payroll Experience

6
6

Certifications

Work History

Software Support Analyst/Trainer

EWRInc.com
02.2020 - Current
  • • Responding to 230 customer inquiries and providing technical assistance over the phone and in person weekly.
    • Break down and evaluate user problems, using personal expertise, and probing questions.
    • Help in implementing and development of training programs for product seminars & instructional guides used in person, through video chat (Webex, Zoom, Teams or Go to Assist) or email.
    • Test new software and hardware prior to deployment.
    • Installation and setup of all EWR software products including mobile applications on a phone, computers as well as servers and installation of SQL on customer's networks.
    • Optimized ticket management system by implementing categorization techniques based on issue severity and priority, enabling faster response times.
    • Established positive rapport with clients through exceptional customer service skills, promoting long-term client retention rates.
    • Streamlined client support processes by providing clear documentation on common issues and resolutions.
    • Exceed customer satisfaction targets consistently by delivering prompt, accurate, and empathetic support.
    • Collaborated with development teams to communicate customer feedback, resulting in improved user experience and increased customer satisfaction.
    • Enhanced software functionality by troubleshooting and resolving technical issues in a timely manner.
    • Developed effective communication and organizational skills through working on group projects.
    • Demonstrated strong organizational and time management skills while managing multiple projects.
    • Used critical thinking to break down problems, evaluate solutions and make decisions.
    • Enthusiastic about learning and committed to continual improvement.
    • Initiative-taking, with a keen sense of personal responsibility.
    • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
    • Managed time efficiently to complete all tasks within deadlines.
    • Educated clients on proper use of products and systems.
    • Excellent communication skills, both verbal and written.
    • Proven ability to learn quickly, adapt to new situations and new software applications.

Service Operations Coordinator

Thyssenkrupp Elevator
02.2016 - 01.2019
  • • Completed weekly payroll for 20 employees.
    • Reviews weekly report of un-received invoices
    • Performs research and review for Service Manager, running Account History reports, weekly pre-invoicing reports, high profile service account, processing of Safety Inspections.
    • Supports Operations Management and Field Technicians
    • Performs Oracle Install Base maintenance.
    • Assists mechanics with Information Technology Service downloads, PDA troubleshooting, ordering, brochures, and tools.
    • Creates safety inspection tickets and assigns job tickets to mechanics.
    • Updates on-call lists, sends detailed notification to ThyssenKrupp Communications daily.
    • Checks in technicians, sends down car listings and communicates information to supervisors.
    • Provides status to Notice to Lessees and Operators, customers on open work orders and completed callbacks.
    • Updates Preventative Maintenance tickets with monthly work order
    • Acts as liaison between branch operations and regional dispatch
    • Maintains shared calendars for dispatch with field attendance and work scheduling.
    • Creates parts requisitions and receives parts.

Office Supervisor

Swagelok, NC/ TN
04.2014 - 01.2016
  • • Controlling correspondence; designing filing systems; reviewing and approving supply requisitions; assigning and monitoring clerical functions
    • The mentoring, training & professional development of the customer service associates.
    • Monitored and evaluated personnel performance to complete annual reviews, recommend advancement, or address productivity concerns.
    • Overseeing and implementation of bi-annual associates' performance reviews and bonus incentives
    • Customer Service; placing orders, customer correspondence and resolution of customer complaints.
    • Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
    • Supported positive work culture that prioritized teamwork, professionalism, continuous learning opportunities.
    • Standardized office structures and processes to promote collaboration and increased performance.

Education

Information Technology System Administrator, Live-Online Program -

MyComputerCareer
Raleigh
07.2019

Associate degree~ Office Administration -

Salter College
West Boylston, Massachusetts
03.1990

Skills

  • Organization and Time Management
  • Analytical and Critical Thinking
  • Problem Resolution
  • Customer Relations
  • Interpersonal Communication
  • Conflict Resolution

Certification

  • Comptia A+ ce Certification
  • Comptia Server + Certification
  • Linux Essentials (LPI)
  • MTA Security & MTA Server
  • MTA Mobility
  • MTA Networking Fundamentals

Training Certificates

  • Making the Transition from Staff to Supervisor / How to Manage People
  • Dealing with Difficult People /How to Deal with Unacceptable Employee Behavior
  • How to Communicate with Tact and Professionalism

Technical Skills Summary

LAN/WAN/VLAN| VOIP |Active Directory/VPN |Windows Server/Window, 8.1, 10, 11 VMWare, Virtual PC | TCP/IP, Custom Microsoft Dynamics Customer Relationship Management Software (similar to ServiceNow software), NetSuite, Document Management System Software, MS Office Suite, SQL, Oracle, SAP, Servigistics, FileMaker Pro4, Organizational Service Excellence |Proactive and solution oriented for optimal outcomes, Payroll, Accounting, AR/AP, Logistics, Claims, Client Procurement, Document Management

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Work Location

RemoteHybrid

Important To Me

Work-life balanceCareer advancementHealthcare benefitsPaid time off401k matchCompany CultureWork from home optionPersonal development programs

Timeline

Software Support Analyst/Trainer

EWRInc.com
02.2020 - Current

Service Operations Coordinator

Thyssenkrupp Elevator
02.2016 - 01.2019

Office Supervisor

Swagelok, NC/ TN
04.2014 - 01.2016

Information Technology System Administrator, Live-Online Program -

MyComputerCareer

Associate degree~ Office Administration -

Salter College

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Christine Harpster