Customer Service Technical Support

Brittany Blackburn

***** ***** **** #****

Dallas, TX 75287

Phone 972-***-****

Objective:

To obtain a position in the Technical Field with a major corporation, that

would utilize my current skills, as well as provide opportunity for career

development

SUMMARY OF QUALIFICATIONS

. Eight years experience in account management, coaching, Training and

implementing new procedures

. Six years of Exceptional Technical support

. A creative visionary, comfortable collaborating in a team effort,

working independently, as well as directing others

. Possesses a wide range of skills such as, information gathering and

analysis, and quality administration

. Proven ability to take charge of a project, identify and resolve

problems

. Strong ability to troubleshoot, research, diagnose, document and

resolve technical issues surrounding Windows NT, Windows 2000

Professional, MS Office, e-mail

PROFESSIONAL EXPERIENCE

Real Page Inc.

February 2008- April 2010

Product Support Agent

Provides technical support for professionals in the multifamily

housing field that need assistance with Onesite computer software.

Provide technical support and subject matter expertise to application and

business process development teams, Provide continuing process

improvement recommendations. Participates in corporate compliance audit

activities, Involves Analyzing, debugging, and working with the

development teams to address software defects, collaborating with

technical managers to effectively communicate defect resolution and

enhancement details to customers. Using standard departmental tools and

processes for tracking customer-related development activities. Works

with QA Manager and testing team to ensure thorough testing of modules,

applications, interfaces, also sets up service request for escalated

issues, Work with team members to define and administer changes to

resolve business impacts due to system changes. Thinks outside of the box

and come up with creative solutions to complex problems. Manage details

of revolving caseload to ensure proper responses result based on issue

severity and priority. Provide technical support and subject matter

expertise to application and business process development teams. Provide

continuing process improvement recommendations. Participate in corporate

compliance audit activities.

T-Mobile

October 2006- July 2007

Technical Support Specialist

Provided troubleshooting for all technical inquiries regarding network

outages and device malfunctions, utilized all on-line resources and tools

such as ALR and HLRs to troubleshoot and diagnose customer issue for

resolution, used applications to view customer network profiles to ensure

network connectivity analyzed and keep track of trends and reported

findings for tracking. Thinks outside of the box and come up with

creative solutions to complex problems.

Countrywide Home Loans

December 2004- August 2006

Quality Performance Analyst

Monitored incoming calls using NICE to ensure quality customer service,

adherence to policies and procedures, provided feedback to assist in the

creation of performance improvement goals and the development of training

programs, sends reports to managers and supervisors reporting individual

performance, conducted test calls for policy adherence and new products.

Helped manage the control assessment process to assess gaps and develop

action plans to address gaps. Received several courses in leadership and

training new hires, oversaw record keeping involving reports, spread

sheets, performance review disputes, trained employees in developing and

maintaining good customer service relations, effectively negotiated and

resolving problems.

Education

The Colony High School 2000

Brookhaven Community College 2000-2001

REFERENCES FURNISHED AT REQUEST

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