Help Desk Support Specialist at Schaller Anderson, an Aetna company.
Phoenix, Arizona Area
- Current
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- Help Desk Support Specialist at Schaller Anderson
- Past
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- Help Desk Technician at Countrywide Financial Corporation
- FHA Applications Coordinator at Countrywide Home Loans
- Solutions Specialist at Cable One
- Sales and Support Specialist at Go Daddy
- Technical Support Specialist at Convergys
- Technical Support Specialist at Keane
- Direct Sales and Service, Web Services at Intuit, Inc.
- Receiver at Target
- Education
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- University of Phoenix
- Recommended
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1 person has recommended Tonya - Connections
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38
connections
- Industry
- Information Technology and Services
- Websites
Tonya Topete’s Summary
Tonya Topete’s Specialties:
Windows 95-XP, Office 2000-2003, Lotus Notes 6-7, Remedy.
New hire training and peer mentoring.
Remote tools: SMS, PCAnywhere, Windows XP Remote Desktop and Assistance.
Tonya Topete’s Experience
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Help Desk Support Specialist
Schaller Anderson
(Privately Held; Hospital & Health Care industry)
September 2008 — Present (11 months)
Schaller Anderson became part of the Aetna family of companies in July, 2007. For the four years prior to its sale, it had been recognized as one of the fastest-growing companies in America.
• Phone and email support for users connecting to the Schaller Anderson network.
• Process requests and escalations via Remedy.
• Active Directory: enable, extend, disable, unlock network accounts, and reset user passwords.
• Assist with users' network logins.
• Assist with CaseTrakker, QMACS/QNXT, and Single Screen Authorization (SSA) application errors.
• EncoderPro.com Administrator - add, change, remove user accounts, settings, and passwords. -
Help Desk Technician
Countrywide Financial Corporation
(Public Company; CFC; Financial Services industry)
November 2005 — August 2008 (2 years 10 months)
• Inbound phone/email support for employees at corporate/branch locations.
• Remote desktop support via SMS Remote Tools, PCAnywhere, Windows XP Remote Assistance and Desktop Connection, NetMeeting.
• Assist with network login and connectivity for Windows 2000 and XP.
• Assist with resetting users' AS/400, Balboa mainframe, and network passwords.
• Lotus Notes 6, 6.5, 7 - configure email accounts and troubleshoot application.
• Troubleshoot Windows 2000/XP, RightFax, Remedy, Microsoft Word and Excel 2002-2003, and VPN connections.
• Submit Remedy ticket requests for network administration, local telecom, and desktop support.
• Enterprise activation for Countrywide-issued BlackBerrys, assisting with service provider account issues.
New Hire Trainer:
• Train new hires on support phone calls, spending one to two weeks listening in, taking calls, and navigating through tools.
• Reinforce training objectives, assist with troubleshooting, and critique new hires on the QA criteria. -
FHA Applications Coordinator
Countrywide Home Loans
(Public Company; 10,001 or more employees; CFC; Financial Services industry)
October 2007 — August 2008 (11 months)
• Grant access to the FHA Connection web site to current employees directly authorized by HUD.
• Set up pre-approved access rights to system applications and specific functions.
• Update non-secure user information, reset user passwords, and add/terminate user access rights. -
Solutions Specialist
Cable One
(Public Company; WPO; Telecommunications industry)
July 2003 — November 2005 (2 years 5 months)
• Inbound phone support for cable Internet service, troubleshooting Internet and email issues.
• Process call requests via Remedy.
• Assist users in setting up email clients (Outlook, Outlook Express, Netscape Navigator, Thunderbird), creating, deleting email accounts, and resetting passwords.
• Modem registration - set up new users on Win 95-ME, WinXP, MAC OS 9 and 10.
• Network setup - add routers and other PCs to the Internet connection.
• Wireless network connection support with Windows XP and Motorola cable modems.
Peer Mentor/Coordinator:
• Create and implement schedules for peer-to-peer mentoring.
• Submit weekly reports on past and current team progress and events.
• Host team meetings, implement brain bust sessions.
New Hire Trainer:
• Train new hires on support phone calls, spending one to two weeks listening in, taking calls, and navigating through tools.
• Reinforce training objectives, assist with troubleshooting, and critique new hires on the QA criteria. -
Sales and Support Specialist
Go Daddy
(Privately Held; 1001-5000 employees; Internet industry)
June 2003 — July 2003 (2 months)
• Inbound phone and email support for billing accounts (creation, renewal, and deactivation), web hosting applications, domain creations and renewals, and email accounts for Go Daddy, Domains by Proxy, and Wild West reseller customers.
• Determine customer needs and provide appropriate sales solutions with suggestive selling where possible. -
Technical Support Specialist
Convergys
(Public Company; CVG; Information Technology and Services industry)
February 2001 — May 2003 (2 years 4 months)
• Microsoft outsourcer - inbound phone support for home users.
• Assist with setup, startup and shutdown problems, installing software, printing, Internet issues, and home networks for Windows ME and XP.
• Process all call requests via Clarify.
• Author of Microsoft knowledge base articles for Windows 98 (311255 and 312493) and Windows XP (326679 and 812247).
• Create and distribute our weekly project newsletter.
• Member of the employee satisfaction team. -
Technical Support Specialist
Keane
(Privately Held; 5001-10,000 employees; KEA; Information Technology and Services industry)
July 2000 — February 2001 (8 months)
• Microsoft outsourcer - inbound phone support for home users.
• Assist with setup, startup and shutdown problems, installing software, printing, Internet issues, and home networks for Windows 95, 98, and ME.
• Process all call requests via Clarify. -
Direct Sales and Service, Web Services
Intuit, Inc.
(Public Company; 5001-10,000 employees; INTU; Computer Software industry)
November 1999 — April 2000 (6 months)
• Inbound phone and web support for customer accounts (creation, deactivation, and billing), software sales, and general information about Quicken and TurboTax.
• Determine customer needs and provide appropriate sales solutions with suggestive selling where possible. -
Receiver
Target
(Public Company; TGT; Retail industry)
September 1997 — November 1999 (2 years 3 months)
• Scan incoming orders from vendors and common carriers for delivery to the correct departments.
• Communicate daily with vendors and various sales floor departments for upcoming sales and department revisions.
• Daily record entry of store equipment, supplies, invoices, and receipts.
• New hire trainer for surrounding stores in Tucson and Phoenix.
Tonya Topete’s Education
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University of Phoenix
Bachelors of Science , Information Technology , 2003 — 2005
Additional Information
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