Technical Support Customer Service
Resume:
Rashad Elliott
Glen Burnie, MD 21061
***************@*****.***
OBJECTIVE
To continue my career in IT. I spent many years training in different facets of computer science and information systems. I have been commended and given awards for exceeding expectations when dealing with people both on the phone and in person. In addition I have experience in many software applications, desktop support, implementation, QA, and providing solutions to complex technical issues.
WORK EXPERIENCE
Technical Installation/Support Specialist January 2017
FGP Technologies Las Vegas, NV
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●Install new Clover Cloud based POS systems at CES convention
●Lay Cat – 5 cable for routers and switches to POS stations
●Testing software to for bugs
●Troubleshoot OS issues
Technical Support Specialist September 2017 – Dec 2017
Telus International /Google (contract) Las Vegas, NV
●Troubleshoot Android applications
●Technical support for a global cloud based enterprise software that services over 170 cities and geographic locations
●Participate in initial rollout of Google Fi phone service
●Respond to technical issues using Google custom CRM
●Adhere closely to SLA established between Google and Telus
●Resolve issues on first call if possible
●Escalate complex issues to engineers
●Use of Salesforce software as inventory tracking tool
●Handle billing issues
●Porting phone service in and out of Fi service
●Solve network issues related to Fi over the three individual cellular networks
●Technical support for over 15 unique android system devices from several manufacturers
●Maintenance and use of large cloud contained knowledge base
●Respond and identify network related issues unique to each global region
Tier 1 Support June 2016 – July 2016
FM Talent Silver Spring, MD
●Respond to DHS emails within specified timeframe time frame.
●Book travel for all new TSA new hires
●Build new hire profiles in CGE
●Respond to issues and troubleshoot issues from the travelers on a Tier 1 level
●Keep travelers PII safe and secure from cyber attacks
Technical Support Analyst December 2015 – March 2016
Lockheed Martin/Alta IT(contractor) Washington, DC
●Transport laptops, desktops, and parts in between secure Government locations.
●Keep tickets up to date and follow established HHS SLA’s
●Respond to trouble tickets by phone and email
● Install and maintain LAN and MAN between 3 HHS buildings
●Use of WebEx/Cisco Jabber communications technology
●Solve OS related issues
●Diagnose hardware related problems
Client Support Analyst July 2013 – Oct 2015
Concur Technologies Vienna, VA
●I was the Lead Support Analyst and Trainer
●Received client inquiries via email, phone, chat, web-portal and fax regarding product functionality
●Research with the client to fully diagnose the issue then define solutions and respond within established timelines.
●Assisted with building and maintaining knowledge base
●When appropriate provided consultative guidance to customers towards the resolution to their service issue.
●Troubleshoot and resolve intermediate to advanced issues, or determine resources required to resolve
●Test bug fixes for new releases/quarterly software updates
●Maintained accurate, high-quality and timely documentation for all steps and activities undertaken in order to resolve client issues/questions
●Escalated unresolved client issues as necessary to ensure timely resolution
●Routinely updated the client, following SLA guidelines, on active issues to gain additional information or to advise of status
●Interfaced with other Concur departments as necessary to resolve customer issues
●Interfaced with appropriate TMC associated with agency for necessary travel related inquiries.
●Assist with product configuration for new government agencies
●Test new releases and write up test scripts as part of QA team
●Provided support to DOI, DOI, USDA, NRC, CBP, TSA, BFS, NFS, VA, GSA
●Use of Salesforce CRM
●Data Migration
●Experience with IBM/COGNOS reporting tool
●Control, Edit, and maintain access/permission levels to different groups and subgroups
●Experience working within a Software/Systems Development Life Cycle with solid understanding of the roles and tasks involved.
●Troubleshoot Windows 7,8 issues and connections
●Troubleshoot Google Chrome and Mozilla Firefox issues and connections
●Troubleshoot Outlook issues and connections
●15% travel to government locations
Concur/Technical Support Specialist May 2012 – July 2013
Travel Destinations Management Group Owings Mills, MD
●Implementation of cloud based enterprise software for companies with 50 up to 10, 000 employees
●Helpdesk support for Concur Expense and Travel related software
●Administrator for Sureware profile entry system website.
●Tier 2 Technical Support for SABRE GDS system
●Monitored and sorted and global distribution system (GDS) queues daily.
●Managed update hotel contracts through Sabre.
●Trained staff in the language of application, network, and quality control.
●Troubleshot difficult customer calls or transactions
●Maintained relationship with domestic and international hotel chains
●Credit Card reconciliation
●10% travel
Customer Support Specialist May 2010 – May 2012
Center for International Business Travel (The Global Visa & Passport Professionals) Washington, DC
•Respond and provide accurate responses to customer questions regarding Visa/Passports and billing information requests
•Processed itineraries, ensuring all data is accurate and current
•Updated customer profiles utilizing TravelPass
•Advised traveler of any problems with their itinerary in a timely fashion
•Prepared Passports for State Department and vsas or Embassy processing, and verified accuracy upon completion
•Liaison between over 40 different embassies, the State Department, companies, and travelers
•Ensured confidential travel documents are returned to customer via FedEx/UPS in a timely manner
•Kept up-to-date on changes in State Department and Embassy policy
•Kept client confidentiality for various companies with high level government clearances
•Training new hires
Customer Operations Associate Oct 2008 - Nov 2009
MNX Aviation Services Chantilly, VA
•Lead logistics operator and trainer
•Assisted the logistic needs of various aircraft parts manufacturers,and major airlines
•Use of multi line phone system and custom Windows Access developed CRM
•Ensured shipments travel the most effective way possible while using knowledge of American and International flight routes
•Dealt with a global client base that spans over 100 cities and 6 continents
•Performed direct quotes/invoices for customers
•Continuously familiarized myself with any changes in procedures involved with international shipping regulations
Corporate Travel Associate May 2006 - July 2008
Consortium for Ocean Leadership Washington, DC
•Created and maintained travel itineraries
•Maintained travel logs for all employees utilizing Excel spreadsheets
•Processed and approved employee travel-related expense reports
•Credit card reconciliation and developing travel budgets with global monetary conversions
•Mastered the use of VisaWorks purchasing system
•Implementation and configuring Concur Cliqbook/Travel software to meet company business requirements
•Established Concur Cliqbook Travel company interface to ensure compliance with travel policies and legislation
•Coordinated inter-office meetings
•Dealing with universities internationally to aggregate database travel and expense budgets
•Proficient use of Apollo/Sabre reservation system for rail and air travel arrangements
•Implemented and maintained company policies and standards regarding compliance with travel legislation
•Troubleshooting of Microsoft Outlook
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Customer Service Agent/Supply Coordinator Jan 2005 - April 2006
Airport Terminal Service, ATA Airlines Washington, DC
•Provided exemplary customer support to airline travelers
•Purchased and maintained an appropriate level of supplies for the Ronald Reagan Washington National station in order to ensure continuous successful operation
•Scheduled travel reservations utilizing SABRE (computer reservation system)
•Gained extensive knowledge of the BMAS (baggage tracing system)
•Team Lead and Trainer
•20 % travel
•Finished first in SABRE training phase 1 class with 94% overall grade
•Finished 2nd in SABRE training phase 2 class with 92% overall grade
Local Area Network (LAN) Installer Nov 2004 - Jan 2005
Wharten Logistics Washington, DC
•Structured shielded and unshielded CAT-5 cabling for computer networks
•Relocated LANs for moving members of the House of Representatives
•Designed network layouts to meet the needs of individual users
•Kept confidential information private involving office staff and location
EDUCATION
University of the District of Columbia: Associates Degree-Computer Science 2005 - 2009
Strayer University: Information Technology 2001 - 2003
Woodrow Wilson High School: General Studies 1996
PROFESSIONAL CERTIFICATIONS:
Corporate Travel Expert, National Business Travelers Association
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