Summary
Overview
Work History
Education
Skills
Timeline
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Leverne Osborne

Atlanta,GA

Summary

Highly motivated and detail-oriented Entry Level Analyst with a solid foundation in helpdesk support and adept problem-solving skills. Achieves consistent success in resolving technical issues and optimizing system efficiency. Leverages exceptional communication and troubleshooting abilities to elevate user satisfaction levels and minimize downtime.

Overview

23
23
years of professional experience

Work History

Helpdesk Support

The Home Depot
08.2016 - Current
  • Helpdesk support for Home Depot proprietary brands
  • Assist customer regarding home installations and product inquiries
  • Completed Troubleshooting for Ceiling Fans, Faucets and various other products
  • Document customer complaints and praises
  • Maintained 98% adherence
  • Received numerous customer compliments and 4 Homer Awards
  • Expedited issue resolution times through the establishment of a dedicated helpdesk support system for staff inquiries.
  • Work with cross functional teams to get data regarding correct scans at registers.
  • Provided data from CCTV to confirm best positions for check out points

Helpdesk Support

Sertec Corporation
08.2015 - 08.2016
  • Completed reports for restaurants regarding customers experiences
  • Provide support to franchisees regarding product quality and shipment
  • Assisted new team members with transition from training to Call Center floor

HR Analyst

Staffmark/Home Depot
01.2015 - 03.2015
  • Took calls regarding employment questions
  • Setup interview for candidates in the store
  • Maintained 98% adherence
  • Record answers to pre-employment

Customer Care Agent

Hire Dynamics/Convergent
10.2014 - 01.2015
  • Assisted customer with billing inquiries
  • Completed outage and emergency notifications for Gas and Electric customers
  • Entered complaints regarding meter readers, late work orders, and care agents
  • Increased survey scores by 15%

Help Desk

Randstad Staffing/State Farm
10.2012 - 07.2014
  • Completed password resets for office voicemails
  • Provide support with login issues with desktop communicators
  • Support Cisco IP Phone 7900 series for agents and associate offices
  • Assisted agents with Agent Business Application

Technical Support Level 2

Wipro
05.2012 - 08.2012
  • Supported customers' internet connection issues
  • Completed network setup for customers' via telephone
  • Supported customers' wireless speed issues

Technical Support

Verizon Wireless
05.2005 - 01.2012
  • Configured and supported customers' VPN and wireless connectivity
  • Completed troubleshooting on Apple, Android and Windows based wireless devices
  • Worked closely with the development and test teams via frontline customer support

Customer Support Analysis

AT&T
10.2002 - 11.2004
  • Supported customer escalation team
  • Exceeded sales goals on consistent bases
  • Assisted VOIP introduction

Education

Some College (No Degree) - Banking And Finance

Forsyth Technical Community College
Winston-Salem, NC
08-1992

Skills

  • Proficient in Client Relations
  • User Support Experience
  • Customer Relations
  • Clear Verbal Communication
  • Clear Communication Skills
  • Critical Thinking Abilities
  • Experienced with Microsoft Office Applications

Timeline

Helpdesk Support

The Home Depot
08.2016 - Current

Helpdesk Support

Sertec Corporation
08.2015 - 08.2016

HR Analyst

Staffmark/Home Depot
01.2015 - 03.2015

Customer Care Agent

Hire Dynamics/Convergent
10.2014 - 01.2015

Help Desk

Randstad Staffing/State Farm
10.2012 - 07.2014

Technical Support Level 2

Wipro
05.2012 - 08.2012

Technical Support

Verizon Wireless
05.2005 - 01.2012

Customer Support Analysis

AT&T
10.2002 - 11.2004

Some College (No Degree) - Banking And Finance

Forsyth Technical Community College

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Leverne Osborne