Customer Service Software
Resume:
Sergio Correa
***** ***** ****** ** ********, WA 98034
********@*******.***
TECHNICAL SUPPORT PROFESSIONAL
Profile More than 7 years' successful experience in
customer service and support with recognized
strengths in account maintenance, problem-solving
and trouble-shooting, staff support, and
planning/implementing proactive procedures and
systems.
Excellent working knowledge and troubleshooting
environments of both IBM and Mac systems;, MS
Office Suite, Windows XP/Vista/Server, Networking
hardware and software, VNC, Remote Desktop, Webex,
GotoAssist, VPN Tunneling, Symantec Ghost, and SMS.
Native Bilingual English/Spanish.
Synopsis of
Achievements Was instrumental in providing support in lieu of
company closure by transitioning key customers to
other service providers avoiding any major service
interruptions.
Spearheaded the creation of a Computer Based
Learning program, requiring permanent staff members
to provide proof of knowledge of current and common
issues based on knowledge base articles and
updating such articles as needed.
Translating technical documentation and complex
Internal Revenue publications.
Building a MySQL web based dictionary tool of tax
terms for our translation group.
Employment CrosslinkTax, Bellevue, WA 12/2009 -
Bilingual Tier II Support Analyst Present
Providing bilingual phone support for
tax client software, including routine
installations, troubleshooting and
resolving common issues.
Secondary tax support resource for
common tax related questions regarding
tax forms in the software. 2008-09
Creating, tracking tickets, providing
end user resolutions to escalated
issues.
CrosslinkTax, Bellevue, WA
Bilingual Support Analyst
Provided phone support for tax client 2006-08
software, including routine
installations, troubleshooting and
resolving common issues.
Secondary tax support for common tax
related questions regarding the
software.
Created an internal knowledge base
search tool using a PhpBB/MySQL.
IntelliTax Software Solutions (formerly
Orrtax), Bellevue,WA
Bilingual Support Analyst Tier II
Provided Spanish English Support for
Tier II service level customers by
assisting in solving complex software 2002-06
SQL, hardware and environment issues,
utilized an intricate call back by
appointment system to insure the
successful timely resolution of customer
issues.
Spearheaded the creation of a Computer 2000-01
Based Learning program, requiring
permanent staff members to provide proof
of knowledge of current and common
issues based on knowledge base articles
and updating such articles as needed.
Re-imaged test machines to reproduce
unique customer defects.
Handled difficult callers and issues
that required extensive knowledge of
software and networking devices.
Utilized remote assistance software to
troubleshoot complex customer issues.
Provided Spanish translation of web
documents for new website redesign to
coincide with the company name change.
Orrtax Software Solutions, Bellevue, WA
Bilingual Support Analyst Tier I
Provided Spanish English Support by
assisting in solving non-routine
software, hardware and environment
problems, providing exemplary solutions
to end-users.
Supported a proprietary DOS/Windows tax
software that required extensive
knowledge of both environments to
troubleshoot
AA.net, Seattle, WA
Tier II Technical Support Representative
Worked with a group of 8 support
professionals providing support to an 8000
client customer base for DSL, ISDN, and
Dial-up services with an average of 60-70
calls per day.
Daily troubleshooting of connectivity,
network and environment issues.
Assigned and coordinated trouble tickets
to line subscriber providers that included
Qwest, Covad and Verizon to provide
end-users with service upgrades or on-site
support.
Worked with a variety of Server software
and hardware connectivity devices.
Education Redmond High School, Redmond, WA 1999
High School Diploma 1999
Lake Washington School District Bldg,
Redmond WA 2000-01
MCSE, A+, Network+
Bellevue Community College, Bellevue, WA
Some College Coursework
References Furnished
Upon Request
Contact this candidate