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Dear Friends, Please respond with Updated resume, location, rate and contact details of the consultant. Please send only the resumeswhich perfectly match the requirement. Requirement: Role: CSC Call Center Analyst - Intermediate Location: East Rutherford, NJ F2F interview required after telephonic interview. Duration: 6 months Rate: $30/hr C2C Job Description: · Provide desktop computing customer service and support for Federal Reserve Bank of NY staff in a Call Center environment. Training visits to the office in lower Manhattan are required. · 100% Phone Support - All agents will take approximately 25 customer calls a shift and are expected to solve 60% of calls on first contact and solve 70% of all customer problems. · All agents are experts in Windows XP, MS Office 2007, Lotus Notes, and must be able to diagnose problems via system and applications logs. · All agents must use Remote Control utilities (HP Remote Assistance, SMS Remote Control and Bomgar) to resolve customer issues. · Assist customers with application configuration and the resolution of all desktop computer related problems. · Coordinate problem resolution with the second and third level support staffs. · Place post ticket resolution customer follow-up calls to ensure proper customer service. · Update and manage Remedy ticket/problem tracking data. Required Skills: · At least three years experience in a Help Desk or Desktop support role for a large company, 50% of which must be with phone support. · Usage experience of Avaya Phone systems. · Excellent customer service skills. · Configuration and Support experience with: - Windows XP environment - Lotus Notes 7.5, Samtime 7.5, and Quickr. - Office 2007 applications, including Microsoft Access - Internet Explorer 7.0 (and usage of certificates) - Remote access troubleshooting; USB token authentication, Virtual Private Network solution (VPN), routers and wireless internet access. - Mobile computing solutions including BlackBerry, wireless access via Aircards. · Familiarity with client/server and open systems networking concepts. · Knowledge of TCP/IP protocols. · Good communication and writing skills. · Must be able to telecommute and may be required to provide off-hours phone support in the evening and/or weekends. Critical Skills: Lotus 7.5 Sametime 7.5 Windows XP Office 2007 Preferred Skills: · 3 years of help desk experience in a large financial institution. · Avaya phone support experience. · Bomgar Remote Control experience. · Expert experience in support and configuring Lotus Notes 8.5. · Remedy 7.0 · Familiarity with HDE encryption (SecureDoc Disk Encryption) · Experience with Actividentity SecureLogin. · MCSE Certification · Help Desk Institute Certification ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Thanks and Regards, Rafiq 732-947-4123 SmartWorks, for smart IT solutions A Certified MBE Company http://www.smtworks.com [http://rs6.net/tn.jsp?et=1102631708894&s=29843&e=001erRfjSy25p7q3odoBKHFEqSQw1klINc_ktoQzDxN94akz0XX5_aJa5WIwPz7JD8Zp8VCFnrznIUT8rrD1Rp9OigX4nOo2Mjfwotv3rZ6kFKqcR918MuvnA==] ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Forward email http://ui.constantcontact.com/sa/fwtf.jsp?m=1101612772701&ea=rapidmile.ser...@rapidmile.com&a=1102631708894 This email was sent to rapidmile.ser...@rapidmile.com by ra...@smtworks.com. Update Profile/Email Address http://visitor.constantcontact.com/d.jsp?v=001JXuPjrD-WUv8efOHGGEXUH8xoKSLDY9hF-uAwy29Y-xfm8mQpQIwu5jJBz1wcUNV7tyAgyhCoPY%3D&p=oo Instant removal with SafeUnsubscribe(TM) http://visitor.constantcontact.com/d.jsp?v=001JXuPjrD-WUv8efOHGGEXUH8xoKSLDY9hF-uAwy29Y-xfm8mQpQIwu5jJBz1wcUNV7tyAgyhCoPY%3D&p=un Privacy Policy: http://ui.constantcontact.com/roving/CCPrivacyPolicy.jsp Email Marketing by Constant Contact(R) www.constantcontact.com SmartWorks | 55 Carter Drive Suite 107 | Edison | NJ | 08817
