Customer Service Technical Support

SUMMARY

Salesforce Certified Administrator & accomplished Tier 2 Technical Support Analyst with extensive experience in troubleshooting, account management, resolutions, and processes.

QUALIFICATIONS

Querying databases using DML SQL statements

Performing back-up/restores of MSSQL server (SQL 2005, 2008, 2008 R2)

Proficient in Microsoft Word, PowerPoint, and Access

Running DML scripts on databases that included update, merge, and delete scripts

Proven customer relations expertise with more than five years of experience in customer service and product sales

Experience with cellular software and technology including network maintenance, network troubleshooting, and billing

Proven leader in performing tasks and projects involving large groups

Experience with working with HTML codes

Experience with working with Dreamweaver programs

Knowledge of managing Microsoft SQL databases

EXPERIENCE

Technical Support Analyst August 2012 – Present

Sprint Corporation Atlanta, GA

Conduct initial triage and perform basic troubleshooting to resolve customers’ reported trouble with multiple network technologies, including DSL, MPLS, Ethernet, IP, Private Lines, Toll Free, and Long Distance.

Serve as a liaison and first point of contact for Fortune 500 companies, providing updates regarding technical issues via phone and e-mail.

Escalate tickets, coordinate with Ericsson and local field technicians, and document reported incidents to assign the break and fix issues and coordinate testing of equipment and updates.

Provide end-to-end ticket and trouble management until issue resolution.

Analyze non-routine problems with nonfunctioning equipment or software applications to identify problem area(s) and recommend corrective action.

Maintain a log of recurring problems for further investigation.

Customer Service Representative December 2008 – November 2011

RYLA Teleservices Kennesaw, GA

Worked with cellular software, performed feature provisioning and Tier 1 billing, and assisted customers with various issues concerning wireless accounts.

Performed Tier 1 network troubleshooting including network coverage troubleshooting and equipment troubleshooting.

Worked in medium volume call center taking between 60 and 70 calls a day.

Train Fitter April 2008 – October 2008

Freight Car America Danville, IL

Inspected assembled freight trains for meshing of wheels and pinions and end shake.

Positioned pillar plate in holding fixture and inserted pivots of wheel staffs into holes drilled in pillar plate jewels, using tweezers.

Moved jeweled bearings specified distance to correct deficient end shake, using micrometer and hand staking tool.

Outside Yard Handler May 2005 – November 2007

Menard INC. Danville, IL

Assigned the task of operating a forklift truck loading and unloading trucks and flat beds.

Assisted customers with purchases containing wood, brick, and other landscaping materials.

Stocked outside yard materials and maintained safe, clean environment.

EDUCATION AND TRAINING

Bachelor of Science, Computer Information Systems

Georgia State University

May 2015 - Present

Business Management

Harper College Palatine, IL January 2007 - November 2007

Certifications

Salesforce Administrator – License 171*****-**/2017

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