Hope Neppel

Current

Site Administrator at Hermit Crab Association
Webmaster at B# Sharp Entertainment

Past

Number Porting Operations at Sprint
Contractor at TEKSystems, Inc
Client Support Specialist I at Embarq

Premium Processing at MPP Company, Inc
"FIN" Support (Tech Support) at H&R Block

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2 more...

Education

Johnson County Community College
Johnson County Community College

Recommended

5 people have recommended Hope

Connections

22 connections

Industry

Internet

Websites

My Website

Hope Neppel’s Summary

I have a strong background in customer service, with over 2 years in an IT call center environment.

I've obtained the Web Applications Certificate from Johnson County Community College and currently taking classes towards an Associates in Information Technology. I recently passed the industry-neutral Certified Internet Web (CIW) Site Designer test, the second required CompTIA A+ test, and the Microsoft test "Installing, Configuring, & Administering WindowsXP". Now I am a CIW Professional, emphasizing in Site Design, CompTIA A+ certified in the area of Information Technology specialist, and a Microsoft Certified Professional.

Hope Neppel’s Specialties:

HTML, Dreamweaver 8, Dreamweaver CS3, Frontpage 2003, CSS, General Troubleshooting with computers and networks

Hope Neppel’s Experience

Site Administrator

Hermit Crab Association

(Consumer Services industry)

October 2009 — Present (2 months)

The Hermit Crab Association is dedicated to providing proper care to pet hermit crabs. Currently, it runs phpBB2 software to provide a message base forum for Hermit Crab owners and guests to obtain and discuss proper care.

As a site administrator, I field new account requests, update links and help keep the site running for our members. I work inside the phpBB software, as well as modification scripts integrated into the site.

By mid-November 2009, with less than 2 months into the new position, I integrated a better, more secure chat room system than what was previously used.

A desire to upgrade to phpBB3 have been expressed, and I help with the research and testing of the software and individual modifications for our purpose.
Webmaster

B# Sharp Entertainment

(Internet industry)

November 2008 — Present (1 year 1 month)

B# Sharp Entertainment is Kansas City's #1 Karaoke company.

I provide updates to the karaoke schedule, contests and other changes as the owner requests.
Number Porting Operations

Sprint

(Telecommunications industry)

March 2008 — September 2009 (1 year 7 months)

· Ported telephone numbers for cable companies such as Time
Warner, Suddenlink and Mediacom
· Troubleshooted inbound telephone call issues for ported telephone
numbers, including running audits, LRN updates and corrections
Contractor

TEKSystems, Inc

(Information Technology and Services industry)

December 2006 — September 2009 (2 years 10 months)

· Provided internal phone and email technical support for about
19,000 employees country-wide in a 24x7 call center environment
· Promoted from a Customer Service Analyst to Reserve Technical
Advisor after 6 months
· Maintained a 90% or higher customer satisfaction rate--10%
higher than team expectancy
· Trained new contractors in-house and overseas by in-person,
phone and instant messenger
· Maintained the local on-line knowledge base with updates when
new scenarios occur, and remove obsolete or incorrect information
· Ported telephone numbers for cable companies such as Time
Warner, Suddenlink and Mediacom
· Troubleshooted inbound telephone call issues for ported telephone
numbers, including running audits, LRN updates and corrections
Client Support Specialist I

Embarq

(Public Company; EQ; Telecommunications industry)

February 2007 — February 2008 (1 year 1 month)

· Provided internal phone and email technical support for about
19,000 employees country-wide in a 24x7 call center environment
· Promoted from a Customer Service Analyst to Reserve Technical
Advisor after 6 months
· Maintained a 90% or higher customer satisfaction rate--10%
higher than team expectancy
· Trained new contractors in-house and overseas by in-person,
phone and instant messenger
· Maintained the local on-line knowledge base with updates when
new scenarios occur, and remove obsolete or incorrect information
Premium Processing

MPP Company, Inc

(Internet industry)

September 1998 — November 2006 (8 years 3 months)

· Underwrote and entered extended vehicle service agreements into
a system
· Notified dealerships about service contracts with missing or
incorrect information, and corrected the information once received
· Processed and mailed declination letters to customers and
dealerships for service agreements not accepted
· Answered dealers' and customers' questions about warranty
coverage, cancellations, and transfers by phone and email
· Created a data entry user manual for the different products we
support
"FIN" Support (Tech Support)

H&R Block

(Public Company; 10,001 or more employees; HRB; Financial Services industry)

October 1998 — April 1999 (7 months)

Product Support. Provided troubleshooting help to H&R Block Tax Centers trying a new product to be released nationwide the following tax season. Support was provided by EMail and telephone.

Hope Neppel’s Education

Johnson County Community College

AAS , Computer Information Technology , 2007 — 2011 (expected)

Activities and Societies:

Phi Theta Kappa
Johnson County Community College

Certificate , Web Applications , 2005 — 2007