harold youmans

* Provided customer service and technical support, follow established guidelines, responds to telephone inquiries concerning support, processing or request procedures, systems status and network connectivity. * Manage high volume customer contacts via phone for technical support. * Documents and resolve problems regarding business applications and hardware and software. * Records inquiries repair and service requests, resolves or directs request to appropriate technical area or vendor, track status and follow up with client.

* Provide technical assistance to resolve complex or unique client inquiries and servicing requests regarding accounts with insufficient funds. * Serve as primary point of contact for WDA representatives regarding courtesy refunds on clients' accounts * Describe bank's system and processes to help clients avoid overdrafts * Research clients' account for bank or merchant errors * Achieved quarterly incentive for excellent customer service and performance ratings * Maintain clients' portfolios, account history, and inform all clients of banking principles

* Deliver quality technical resolutions in a timely manner by interpreting customer problems, researching available resources, and applying solutions in accordance with established guidelines and procedures. * Manage high volume customer contacts via phone for technical support and product usability issues. * Prompt resolution using strong interpersonal skills in a professional manner while utilizing advisory skills and up-selling additional products and services to meet customer's needs. * Troubleshoot Bluetooth connectivity (software) and Bluetooth devices. * First Call Resolution Rate (FCR) 80% and above. * Customer Service Survey (CSAT) 80% and above.

Manage company's financial and corporate objectives through Customer Service goals. Provide accurate customer service assistance including but not limited to the following, analyze and research customer accounting issues, process adjustments, explain technical provisions and technical troubleshooting. Maintain clear and concise documentation regarding account activity in the banking system as defined by established policies and procedures. Provide customers' with account information such as balance inquiry and Wachovia products, services and features, etc ordered customers' ATM and debit cards.

* Served as a switchboard operator, assisted with and resolved LAN server issues * Specialized in assisting customers with hardware and software support * Assisted with mainframe support, hardware, and modem repairs * Distributed mail daily, transferred calls to various departments, and processed outgoing mail.

* Administered LAN accounts with User Mgmt, Server Mgmt, and Quota Mgmt tools * Assigned server space to P drives for users and for various shares while granting users access to groups, shares an assigning permission to access NT server. Administering Outlook Email accounts with Exchange Admin tools * Maintained and updated server spreadsheet with available and logical capacities * Deleted LAN and Outlook Email accounts relocated LAN/Outlook Email accounts to and from various sites. Assisted with LAN/Outlook email documentation * Utilized program source Remedy to resolve problem tickets that were issued from users * Managed, created and updated Outlook profiles on a regular basis. * Imported and exported email data for company * Contributed business and process perspectives during production reviews * Assisted and resolved software and hardware technical questions

Manages and supports enterprise wide ITSM (Cherwell) application.