High School Customer Service

Gina Martinez

Email: ********@************.***

Address:

City: Oakland

State: CA

Zip: 94621

Country: USA

Phone: 925-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

To work within a company that provides room for growth and advancement, as well as ensuring that I assist in enriching the company's success and work environment.

Educational Background:

High School Dipolma from Live Oak High Schoo;, Antioch CA 1/2001 to 3/2000 (General Education)

High School Dipolma from Live Oak High School, Antioch CA 1/2001 to 10/2012

Job History / Details:

Summary

To work within a company that provides room for growth and advancement, as well as ensuring that I assist in enriching the company's success and work environment.

Highlights

Exceptional telephone etiquette

Fast learner

Skilled multi-tasker

Troubleshooting proficiency

Comfortable with change

Website/portal monitoring

Knowledge of web technologies, protocols and tools

Local remoter systems support

UNIX environment

Remote access technology

Various operating systems

Excellent communication skills

Web content management

Technical specifications creation

Technical help desk experience

Experience in various operating systems

Strong problem solving/troubleshooting skills

Software testing

Software troubleshooting

Technical Documentation

Client Relationship Management

Accomplishments

Problem Resolution

Responsible for support and development of company disaster recovery plan.

Served as advocate for end-users, performing tests and problem analysis for server, desktop and IT infrastructure work.

Security Solutions

Managed client network security through installation of firewalls and VPN's.

Ensured customer satisfaction by providing online and over the phone technical support.

Process Improvement

Collaborated with other departments to ensure smooth work flow and efficient organization operations.

Experience

March 2010 to August 2011

Cubic Transportations Concord, CA

Helpdesk Representative

Provide technical support to agencies and operators; provide third party retail support, system performance monitoring, and performing system administration tasks, maintained high percentage of first call resolution, monitor and troubleshoot production environment, perform preliminary troubleshooting for second line maintenance, performs trouble ticket lifecycle management; adhere to contract KPI's for answer times, wait times, abandoned calls and trouble ticket management.

November 2006 to May 2008

Activant Solutions Livermore, CA

Product Support Specialist

Take inbound/outbound customer calls, fast paced technical helpdesk environment, Tier II contact for incoming and assigned customer support issues for 1000's of ACE/Do It Best and True Value customers, call tracking customers issues using Oracle End User platform, diagnosing customer application bugs, reproducing the issues often through regression testing, demonstrated troubleshooting and analytical ability, strong technical skills, provided customer service, research/provide solutions, software support, strong decision making and logical/critical thinking, handled escalated calls and works closely with Tier 3/Product Development and Sales Departments, identifies code defects to report to development, develops solutions and submitted for internal/external knowledge base included new problem reports, processes important product change requests/improvement suggestions, new troubleshooting tips and technical documentation, software conversions/installs/upgrades, hardware specialist (printers, scanners, mode)

November 2005 to February 2006

Contra Costa Mental Health Services Martinez, CA

Data Base Administrator/Admin Assistant Director of Mental Health

Created databases for multiple divisions within CCC Mental Health Services, built/modified and managed database systems, tested programs/correct errors, plan coordinate and implemented security measures to safeguard information in computer files against unauthorized damage or disclosure, Trained other users, specify users and user access levels for each segment of database, research/feedback on databases from all facets of the CCC mental health services, worked with the team to target problems and create solutions, MS access.

October 2000 to July 2005

Tickets.com Concord, CA

MLB Support Specialist/Web Logistics Tier 1/Sale

Troubleshoot/resolve issues to completion to help eliminate recurrences between online ticketing system and client's system, managed projects with time sensitive deadlines, managed MLB clients/accounts, QA new product releases, initiated rollout of new online technologies/created product release documentation/instructional docs, Tier III support for MLB teams, set up /initialized web content support/web sale channels, assisted in improving new additions/requests to change internet ticketing technologies to accommodate client needs, call tracking systems, handled multiple team accounts/requests, license/full service clients online ticketing system and UNIX based back end ticketing systems, setting up data on client systems to move to online ticketing,, met needs for computerized/non-computerized clients, point of escalation for internal/external clients, Disney web support content/performance issues, create events/schedule appointments/maintain calendar, maintained efficiency ticket sales for clients, box.

Education,

2000 Live Oak High School Antioch, CA

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