Customer Service Software

FRANK R. URIEGAS

**** ****** ***** **** (***)

***-****

San Antonio, Texas 78247

*********@****.**.***

Technically-oriented IT Technician with areas of expertise in identifying

business processes and providing solutions to meet the needs of management.

Particularly effective in developing, organizing, and completing multiple

projects as scheduled. Have established reputation for being a highly

motivated, detail-oriented employee who accepts new challenges to achieve

organizational goals.

SUMMAY OF QUALIFICATIONS

. Expertise in hardware and software troubleshooting and resolving

problems encountered on various servers and desktop systems.

. Exceptional customer service skills while dealing with internal and

external customers.

. Uncanny ability to multi-task using telephone, computer and technical

manuscripts to complete daily tasks.

. Analytic thinker that consistently resolves ongoing issues. Often

called upon to consult on problems that eluded resolution by others.

TECHNICAL EXPERIENCE

Software MS Office, MS Instant Messenger, Netop, Remote Desktop

Connection,

Outlook, PAC 2000, Active Directory and MyEd, Win runner

Systems Windows ( 2000, NT, XP, Vista and Windows 7)

Network LAN, WAN,TCP/IP, DNS Connectivity

PROFESSIONAL EXPERIENCE

Wells Fargo Bank, San Antonio, Texas

2013-2013

Consumer Loan Underwriter II, Home Preservation Department

Responsible for reviewing, analyzing, approving and underwriting moderate

individual consumer requests within company guidelines.

. Client 512 mortgage loan underwriter for the loan department.

. Mitigate losses for the company while allowing the mortgagor to retain

their home.

Wells Fargo Bank, San Antonio, Texas

2008-2013

Technical Analyst / Help Desk Analyst

Responsible for identifying, troubleshooting and resolving problems

encountered on various servers, desktop systems, Internet and other

computer technology within a fast paced call center environment.

. Provide technical support and training to end users utilizing remote

access technologies in the resolution of software and hardware

problems.

. Provide Blackberry activation, testing and troubleshooting.

. Provide VPN support using token security authentication access, MyEd

. Provide technical support for Microsoft Outlook Exchange application

servers.

. Installed required software utilizing remote access capability.

USAA Federal Savings Bank, San Antonio, Texas

2004-2008

First Mortgage/Home Equity Internet Specialist (2004-2008)

Underwriting analyst for the consumer loan department.

. Provide underwriting decisions for First Mortgage and Home Equity loan

department.

. Earned two quarterly VIP Awards for outstanding customer service.

Farm Bureau Bank, San Antonio, Texas

2002-2004

Risk Management Analyst (2002-2004)

Provide Risk Management leadership and support for the consumer-lending

department.

. Lead point of contact for the Risk Management department.

. Created, managed and implemented Credit Line optimization strategies

for the credit card department, which helped to increase sales

volumes.

. Produced monthly production reports utilizing Excel, Word and

PowerPoint applications.

USAA, San Antonio, Texas

1998-2001

IT Systems Analyst, Configuration Manager, Software tester.

Provide analytical, technical, and problem solving skills for the

department in order to procure software solution.

. Developed and implemented software checklist to insure that all phases

of programming had been documented to meet coding standards.

. Planned and created test scripts for different software production

versions.

. Consistently produced error free code that met the specifications of

the department

. Produced monthly production reports that were presented to management.

Education and Training

Our Lady of the Lake University, BBA

Concentration in Information Systems

Achieved HDI Certification in Customer Service in 2011

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