Customer Service Support
Resume:
Joe R. Garza
**** *. ******. *** *******, TX
**********@*****.***
OBJECTIVE: I am seeking a challenging position that will allow me to grow professionally as well as provide me the ability to utilize my education, skills and knowledge.
PROFESSIONAL SKILLS:
Proficient in computer software applications: Excel, Power point, Outlook, Word, Macintosh Operating Systems and linking in various types of mobile devices, printers and computer network systems
Exceptional communication skills in both verbal and written developed through experience in customer service
Excellent leadership, management and organizational skills
Ability to perform root cause analysis on various types of systems and equipment issues as well as organize and prioritize assignments
Flexible team player with the ability to work under pressure and multi-task in a fast pace environment
Skilled in planning, organizing and trouble shooting
PROFESSIONAL EXPERIENCE:
City of San Antonio February 2017-Present
515 S Frio Customer Support Analyst
San Antonio, TX 78207
Respond to Tier I and II support requests via multiple sources such as phone and e-mail.
Enters call data into the tracking system.
Diagnosis escalated customer problems using checklists, previous experience and training.
Documents problem status and resolution, escalates when necessary.
Perform root cause analysis and develops checklists for typical problems.
Coordinates the resolution of application, hardware and software problems.
Assist systems and programming professionals, as needed.
Creates temporary solutions until permanent solutions can be implemented.
City of San Antonio November 2015- Present
515 S Frio Customer Support Technician
San Antonio, TX 78207
Problem Resolution through phone and email. Enters call data from customers who call in.
Identify and trouble shoot IT problems, escalates when necessary
Address any issues in a timely manner and explains service procedures to customers.
Handles walk-in customers who require technical resolutions
Synchronizes various types of mobile devices to network systems with customer email accounts
Assists in documentation of lessons learned to develop quick references guides and job aids on noted repeat problems
Provides passwords resets to applications using approved procedures
Provides technical assistance to City-wide employees on computer hardware/software services.
Monitors and responds to customer satisfaction using remedy and other tools
Provide telephone support for City-employees using Avaya, CISCO IP phones and integration with City Services for personal mobile devices
City of San Antonio April 2005 – October 2015
8036 Challenger Dr. Police Communications Call Taker
San Antonio, TX 78235
Answers the 911 Universal emergency telephone system in the Police Department.
Determine the nature of the emergency, enter information into computer system and routes the data to the Police Dispatchers.
Experience with trauma related circumstances and or situations
Routes emergency telephone calls to the proper governmental agency for a resolution.
Experience in Community Programs offered by the City of San Antonio
Assist Police Officers in obtaining services.
Determine classification of service request and jurisdiction.
Maintain a calm response to all emergency situations.
Fulfills responsibilities and assigned tasks given.
Commerce Finance March 2015-August 2015
3106 W. Woodlawn Ave. Loan Processor
San Antonio, TX 78228
Collect/set up repayment plans on loans
Perform background checks
Send statements of delinquencies to credit bureau
Purge records if debt has been satisfied
Print reports, create spreadsheets
Ensure all personal information is correct when customers apply for a loan
EDUCATION:
University of Our Lady of the Lake Bachelor of Arts in Psychology
411 SW 24th St Completed in December 2011
San Antonio, TX 78207
San Antonio College Associates in Psychology
1819 N Main Ave Completed in May 2009
San Antonio, TX 78212
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