Customer Service Technical Support

Madeline Martinez

**** **** ****** *****, ** ****9 646-***-**** *********-**@*******.***

SENIOR ASSISTANT/DESK TOP SUPPORT

Dedicated and resourceful Senior Assistant professional with proven experience in leadership of daily operations for customer service help desk, data analysis and administration, report documentation, plus exceptional attention to detail, sound judgment, and problem solving skills with advanced computer skills.

Administrative Services: Proven leadership in administrative services and support for collection, analysis and report documentation of performance data, development and management of data programs for multiple grants, payroll processing, and project assistance while ensuring accuracy and quality assurance.

Technical Support: Proficient in installation and maintenance of peripheral devices, hardware and software updates, removal of viruses, backup and troubleshooting of wireless networks and shared drives.

Data Research & Analysis: Highly effective in identification, analysis, and interpretation of complex data sets to identify areas of concern, develop reports and make recommendations for management; skilled in research and incorporation of technical and business requirements to meet organizational needs.

Staff Leadership: Collaborative and decisive team leader with demonstrated success in supervision, training, and performance management of high-level teams focused on a cohesive and productive environment.

Communications: Language fluency in English and Spanish with excellent communication and interpersonal abilities to resolve problems successfully while ensuring positive customer relations and service excellence.

Core Technologies:

Software:

Microsoft: Word, Excel, PowerPoint, Publisher;

ADP Payroll Software; Aestiva; Anasazi; HBO Billing; CARES

EDUCATION

Lehman College/CUNY, Bronx, NY – Bachelor of Science: Computer Information Systems, 2011

Bronx Community College/CUNY – Associate in Applied Science: Computer Information Systems, 2004

PROFESSIONAL EXPERIENCE

Women-In-Need (WIN) – New York, NY March 2013 – May 2017

Senior Assistant to Vice President of Transitional Housing

Provide leadership for data programs with oversight of development, tracking, and reporting for grant funding for programs at 13 shelters.

Spearheaded the launch of a new internal database to monitor progress and provide report documentation with findings and recommendations to senior management.

Proactive in development and maintenance of data program procedures to ensure operational efficiency and compliance standards.

Managed consultant contracts, for employment building getting clients back to work program with scope of work descriptions, setup and renewals.

Successful in evaluation of performance trends for the shelter and childcare facility to develop and generate daily metrics reports with graphs and logs to provide optimal information and recommendations.

Managed purchasing activities for shelters and childcare services and ensure quality assurance at all shelters.

Auditor for ten DHS shelters in CARES program providing high priority incident reports to executive staff.

Conducted daily research for analysis on housing placements to meet weekly goals for over 4,000 shelter clients.

Attend monthly executive meetings to discuss findings and business requirements to meet organizational needs.

Scheduled and maintain all meetings for the Vice president of transitional housing and staff.

Divinity-PC Inc. / Support Space – Bronx, NY September 2011 – September 2012

Desktop Technician

Provided direction and leadership for customer service and global technical support with ten desktop technicians known as the Geek Squad who logged into customer’s PCs using logmein 123 rescue.

Supervised, trained and managed performance for staff focused on providing remote technical support to clients requiring installation and troubleshooting of computers, peripheral devices like printers, scanners and faxes; installation and update of software, backup of customer files from their external hard drive, and removal of viruses.

Proven success in optimizing customer support with Windows and internet browsers like IE, Chrome, Firefox, or Safari to provide faster speed and installation of Microsoft, antivirus and other software programs to creatively resolve problems and meet customer needs.

Ensured optimal customer service and support with proactive recommendations and solutions to ensure prompt service and long-term customer relations.

Fordham-Tremont CMHC / St. Barnabas Hospital – Bronx, NY June 1999 – November 2011

Administrative Assistant to Unit Director

Managed daily administrative services and provided IT support in a hospital setting.

Supervised, trained and managed performance of clerical staff.

Assisted IT with support for user software and PC ticket submission, testing and troubleshooting of new Anasazi software to prevent loss of revenues in electronic records for billing.

Saved over $20,000 with creative recordkeeping that improved accuracy for all metro card receipts and petty cash.

Implemented process and system improvements for processing of billing tickets to reduce errors in the financial system; development of a registration system to enhance efficiency and eliminate manual paper registrations; creation of organized client information; plus implementation of a new electronic system for scheduling of appointments for 5 doctors, 15 social workers and case managers.

Successfully managed priorities with administrative support with oversight of payroll processing for onsite staff, process of billing tickets for various health plans, generation of monthly reports, and maintenance of all confidential information for staff, and updating of budgets, spreadsheets, manuals, and contracts.

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