Service Customer
Resume:
Ana Melissa Rivera
Miami, fl, 33189, United States
***********@*****.***
PROFESSIONAL EXPERIENCE
TELEFONICA Miami, FL United States
NOC Operator July 2011 Present
• Provided technical support for WAN and LAN by troubleshooting down circuits, latency, packet
loss and hardware.
• Isolate and diagnose faults and escalate to higher levels of support for resolution as appropriate.
• Adhere to company and department policy and practice in an effort to assure prompt resolution
to identified problems.
• Provided high quality service to US and LATAM
• Used Remedy system in order to follow up with clients pending or resolved incidents and
properly documented incidents
• Completed SLA (Service Level Agreement) on a timely manner
• Worked with 3rd Party suppliers and internal personnel to provide resolution to incidents
• Assisted in opening incidents and monitoring client’s services for any type of change request and
or service impacting incidents.
• Communicate with technical and non technical personnel
• Worked in a team environment
• Working knowledge of Cisco Technologies.
AT&T MOBILITY Miami, FL United States
Customer Support Specialist June 2008 July 2011
• Answers customer/client requests or inquiries concerning services and products and reports problem
areas.
• Utilizes various systems and tools to initiate to assist and service customers.
• Utilize operational systems to process purchases of all products and services.
• Administer system functions on all opening, closing, and balancing procedures to according to
finance guidelines
• Troubleshoots and resolves customer impacting issues such as but not limited to voice & data issues
that span multiple networks and interdependent network elements, considering network conditions,
connectivity, devices, applications, provisioning and billing.
• Assists customers with products and services such as but not limited to laptop connect services
including air cards, USB devices, initial set up, configuration of AT&T provided software &
applications.
• Handles less routine & repetitive matters and more complex troubleshooting scenarios.
• Identifies, tracks & trends issues to assist in root cause elimination.
• Proactively engages T3 support (network and IT) to address & resolve issues.
• Resolves issues resulting from direct inbound customer calls, transferred callers including calls from
other CSRs, trouble tickets or escalations.
EDUCATION
Miami Dade College Miami, FL United States
Associate in Arts, December 2008
College Credit Certificate Program in Microcomputer Repairer/Installer, December 2008
NOVA Southeastern University Miami, FL United States
BA Computer Information System Candidate, Present
Additional Skills
• Bilingual – English and Spanish, some Portuguese
• Experience with Microsoft Outlook 2010
• Certified in ITIL Foundation since August 2012
• Currently studying CCNA Certification
Contact this candidate