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Lilla Lawson

309 Edgemere Ave.; Hartford, CT 06110001-747-0650 illa.lawson@gmail.com

Objective	My objective is to obtain a position that will allow me to enhance my technical support and customer service skills. I am willing to relocate for the position in which I am applying for.
Experience	Technical Support Analyst (UHG IT)  March 2012 - Present  United Health Group, Rocky Hill, CT ■   Answer and resolve inbound technical calls at a large corporate Help Desk, efficiently and professionally, in a fast paced call center environment ■   Troubleshoot corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed ■   Follow all escalation procedures according to service level agreement ■   Use remote control tool to assist end user when needed ■   Provide an accurate record of each call in an incident management tracking tool ■   Proficiency in Microsoft office products, Windows XP, Outlook, remote control tools, VPN, and Networking. Experience with documenting tickets in an incident tracking system ■   Provide first level support for hardware problems, network related issues, password resets, unlock disabled accounts and print ques and servers. ■   Use technical skills and seek guidance to assist in the Resolution of route to complex issues ■   Front Line Agent Technical Support (Inbound call center) April 2010-January 2011  Hewlett Packard, Conway, AR ■   Successfully resolve consumer technical issues (hardware and software i.e. Microsoft XP, Microsoft Vista, and Windows 7) on HP and Compaq brand desktop computers from incoming customer contacts and proactive notification systems. ■   Respond to service, product, technical and customer relations questions on subjects such as features, products specifications, and repairs on current and discontinued products, parts and options based on the customer’s warranty entitlement. ■   Articulate both in writing and verbally case summary resolutions and add to the Knowledge Management Systems (KMS) ■   Proactively assist consumer customers to avoid or reduce problem occurrence. ■   Engage team members for support as required ensuring customer Service Level Agreements (i.e. adherence to schedules, average call handle time, call quality, and call per day) demands are met. Technical Support Coordinator (Inbound call center) July 2007-April 2010  Alltel Communications/Verizon Wireless, Little Rock, AR ■   Provide customer service and technical support for internal and external voice and data product customers (Blackberry) ■   Troubleshoot hardware and software issues and identify network/application issues. ■   Troubleshoot for PC Operating systems, specifically Device Manager and TCP/IP configuration and VPN. ■   Provide detailed information on how to set up and configure data and voice products. Verify provisioning and diagnose device or network issues. ■   Verifying permissions and resetting passwords for internal customer’s for various work systems. ■   Use trouble ticket system for tracking customer interactions and problem resolution. Evaluate customers concerns and resolve problems to customer satisfaction.  ■   Demonstrate and practice regularly the skills necessary to handle any CS and/or Technical Support call type that is routed through the center in this function. ■   Follows up with customer to ensure first call resolution and achieve and deliver 100% customer satisfaction. ■   Engage team members for support as required ensuring customer Service Level Agreements (i.e. adherence to schedules, average call handle time, call quality, and call per day) demands are met. ■
	Order Processing Specialist/Data Entry Clerk September 2004-July 2007  Alltel Communications, Little Rock, AR ■   Evaluate credit-worthiness of new customers and existing applications utilizing credit scoring model, hard-copy credit reporter or customer account information in the billing system in accordance with Alltel policy and procedure.  ■   Conduct full credit underwriting including assessment of merchant risk acceptable use Federal and State Regulatory Compliance, Credit Card Compliance, Legal Fraud and Credit Risk. Respond to questions from distribution channels and end-user customer concerning credit policy. ■   Perform all other order processing operations by creating customer records, processing service orders in billing system and performing account maintenance.
	Customer Service Representative II (Inbound call center) September 2002-October 2004  Cingular Wireless, Little Rock, AR ■   Handle customer’s questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism. ■   Offer alternative solutions where appropriate with the objective of attaining customers’ business. ■   Handle business transactions in connection with customer’s accounts on a computer terminal.
Education	Strayer University, Little Rock, AR April 2010- Present ■   Bachelor Science Computer Information Science-Networking (30 Credit Hours towards BS Degree) University of Phoenix, Little Rock, AR ■   January 2007-September 2008 ■   Bachelor of Science Criminal Justice Administration (20 Credits Hours toward BS Degree) University of Arkansas at Little Rock, Little Rock, AR August 1999-May 2001 ■   Bachelor of Science Information Systems (60 Credit Hours towards BS Degree) Pine Bluff High School, Pine Bluff, AR August 1996-May 1999 High School Diploma

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