Technical Support Customer Service
Resume:
Zoilo M. McCrocklin
**** ************** ****, *** ***
San Antonio, TX 78229
Cell: 210-***-****
Email: ac25sw@r.postjobfree.com
Career Overview
Excellent communication and computer skills; ability to work independently or as part of a team to meet project deadlines; multicultural awareness with a high level of adaptability.
Skill Highlights
Critical thinker
Self-starter with professional manner
Excellent communication skills
Employee motivation
Fast learner
Work well under pressure
Type 40+ wpm
Advanced working knowledge of computer hardware
Can deal with difficult people
Detail-oriented
Knowledge of cable Internet technology
Knowledge of DSL Internet technology
Advanced knowledge of Microsoft Excel
Advanced knowledge of Microsoft Word
Knowledge of wireless technology
Adaptable to many situations
Knowledge of Peoplesoft & AmDocs CRM systems
Advanced working knowledge of Windows XP/Vista/7/8
Employment History
August 2017
To
Present
February 2015
To
August 2017
IBEX Global
San Antonio, Texas
Frontier Technical Support Representative
Take incoming calls and provide technical assistance for customers with Frontier TV, Internet, and/or phone services, interact with other departments as necessary to resolve issues within scope of support, create Trouble Tickets for tech visits as needed, transfer to other departments as required, maintain call metrics.
Charter Communications (formerly Time Warner Cable)
San Antonio, Texas
Order Fulfillment Representative 1 – March 2016 to August 2017
Quality check service requests & orders for Business Class services, reject if orders are not correct or key & schedule with customer if orders are good, correspond with other departments as needed with order issues, handle escalations as requested & assigned, help peers with issues & questions on orders.
Technical Support Representative – February 2015 – March 2016
Take incoming calls and provide technical assistance for residential customers with TV, Internet, or Phone issues, help with billing issues if needed, schedule tech visits for issues not resolved over the phone, get & provide tech status if he’s late, reschedule tech visits, maintain performance metrics.
January 2014
To
January 2015
April 2013
To
January 2014
January 2013
To
April 2013
September 2009
To
September 2012
January 2011
To
March 2012
April 2008
To
December 2008
Conduit Global
San Antonio, Texas
Verizon Wireless Care Representative – October 2014 – January 2015
Assist customers calling in about their wireless accounts, change pricing plans, activate phones, offer save options for customers thinking of disconnecting, apply credits for Verizon errors, assist with billing questions and basic troubleshooting, upsell products & services
Verizon Technical Support Representative – January 2014 – October 2014
Take incoming calls and provide technical assistance for business and consumer DSL Internet and copper phone services. Interact with other departments as necessary to resolve issues within scope of support. Also provide support for FiOS consumer calls, assisting with fiber optic television, Internet, and home phone services.
Sears Holdings Corporation
San Antonio, Texas
Technical Specialist
Take incoming calls and provide technical assistance for kitchen and laundry appliances if appliance is in-warranty or member has a protection agreement; set up appointments for issues that cannot be resolved over the phone; upsell additional services and provide at least one rebuttal when given an objection; transfer as necessary; maintain call metrics.
Aleuro, Inc.
San Antonio, Texas
Lead Sales
Sell AT&T U-Verse products door-to-door using impulse marketing techniques and the system designed by the company; learn management skills; train new hires; build and develop a team.
Adecco
San Antonio, Texas
USAA – Mortgage Technician – March 2012 – September 2012
Assist in various tasks with processing mortgage loans: order payoffs, obtain documents necessary to clear titles for closing, correspond with title companies and members, review sales contracts, send order requests to appraisals team, log reports of daily activity.
ETS – General Maintenance Worker – September 2009 – January 2011
Same duties as below. This was a temp-to-hire position.
Educational Testing Service
San Antonio, Texas
Facilities
Set up laptop, projector, videoconference units, and any other audio/visual needs for meetings and seminars, replace toner cartridges on all printers and copiers, general light troubleshooting on any issues with printers or copiers, problem identification on printers and copiers when outside source needs to be contacted for issue resolution, maintain paper stock at all printer and copier locations, maintain paper towel stock in all break rooms, move furniture when needed.
Volt Technical Resources – 2Wire
San Antonio, Texas
U-Verse Tier 1 Technical Support
Take incoming calls from U-Verse customers and help them with all technical issues regarding Internet, television, and telephone services; dispatch a service technician when needed; route all misdirected calls to the appropriate department; log all call details into AmDocs CRM system; maintain call metrics.
Contact this candidate