Customer Service Technical Support
Resume:
Jennifer Nixon
Garner, NC **529
abisr3@r.postjobfree.com
PROFESSIONAL EXPERIENCE:
TIAA-CREF, Charlotte, NC (09/2006 - Dec 2009)
Business Analyst (Enterprise Iron - Contractor)
* Act as an internal subject matter expert to the organization on complex
processing/adjustment issues for 401k, 403b, 457 plans.
* Create and present Standard Operating Procedures documentation for
adjustment processing.
* Train permanent employees to identify and resolve errors in processing.
* Analyze production issues - testing IT scripts and implementing
resolutions.
* Recognize strategic implications of problems and issues. Provide
alternative ideas/ solutions.
* Identify and correct individual conversion problems and resolve system
errors within the Sungard OmniPlus platform
Cisco Systems, Inc., RTP, NC (02/2006 - 08/2006)
Global Helpdesk Analyst (PlanetPro, Inc - Contractor)
* Provided phone technical support to users & maintain internal
documentation and ticketing systems (Remedy).
* Troubleshoot end-user technical issues over the phone, tracked & resolved
software, hardware and network problems, & performed data entry to record
incoming Help Desk requests.
* Researched, resolved, & followed-up with end-users on software questions
& concerns submitted via email or ticketing system.
* Assisted in designing and developing the company's on-line tools to help
increase productivity.
* Assisted in the analysis and design for additions, changes and removal of
web content and pages.
* Responsible for the company's page enhancements and updates by publishing
HTML to an internal web server.
Mellon HR Solutions, Cary, NC (12/2000 - May 2004)
Vendor Liaison (8/2003 - 5/2004)
* Resolved and responded to all participant & client inquiries that could
not be resolved through the assistance of a customer service
representative.
* Responded to client or employee via verbal or written communication to
resolve an issue, or as a follow-up or closure measure.
* Interpreted plan rules & statutory regulations governing Health & Welfare
benefit plans.
Human Resource Benefits Specialist (12/2000 - 8/2003)
* Handled the company's employee benefits program (retiree & active
employees), notably its health insurance and pension plans
*Fostered positive relationships and made sure all customer needs were
met
* Frequently served as liaison between vendor liaisons, participants, and
carriers
Research Triangle Institute, Raleigh, NC (07/1999 - 11/2000)
Associate Systems Administrator (Contractor)
*Created and maintained multiple user accounts
* Performed system back-ups and administered system security.
* Conducted system troubleshooting and determined corrective action in
regards to hardware or software malfunctions
SciQuest.com, Morrisville, NC (06/1997 - 06/1999)
Buyer/Purchasing Agent
*Negotiated contracts and purchase agreements. Developed and maintained a
goal program which included timely quotation actions, lower price of goods
and streamlined procedures with enhanced flow of high quality goods.
*Accountable for vendor selection, departmental interface and procurement
actions.
*Insured that qualified, long term suppliers were developed. Set priorities
that ensured satisfaction of internal and external customers.
AT&T Business Services, Morrisville, NC (05/1995 - 06/1997)
Account Manager-Revenue Assurance Management
*Responsible for managing a portfolio of customer accounts, ensuring timely
payment of accounts receivable.
*Managed relationships with medium to large corporate customers, providing
assistance with billing, dispute resolution, and collections
*Served as liaison between Internet Service Provider (ISP) Representatives,
Account Holders, and Technical Support
PPD, Morrisville, NC (04/1994 - 04/1995)
Technical Support Specialist (Contractor)
*Installed Compaq Network Cards and printer drivers on personal computers
(PCs)
*Upgraded computers with Novell Client 3.10 for Windows 95/98
*Provided software support on a call-by-call basis for customers
REFERENCES
Available upon request
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