Senior Technical Support Associate

Alan R. Thomas

*************@*****.*** 480-***-**** 818 S. Westwood St. #206, Mesa, AZ 85210

SKILLS

● Diligent work ethic

● High customer satisfaction

● Problem solver

● Communicator

● Enthusiastic and Positive

● Team Player

● Analytical

● Troubleshooter

● Goal achiever

● Motivated

EDUCATION

Excelsior College, Albany NY

● Bachelor of Science-Business-Finance, 2015

● Associate in Applied Science-Administrative/Management Studies, 2010 CERTIFICATIONS

● Intuit QuickBooks Online ProAdvisor, 2018

● CompTIA A+ Certification, December 2016

● TestOut PC Pro Certification, December 2016

WORK EXPERIENCE

Convergys Corp, Phoenix AZ.

Senior Technical Support Associate (SME) Jan-2018 – Present

● Educates, coaches and guides agents on the production floor toward resolution of difficult call driver issues.

● Provides Tier 2 support for payroll and QuickBooks Online issues to production agents

● Takes supervisor calls to successfully resolve difficult customer issues.

● Continues to model Intuit values and skills for success during inbound phone time.

● Provides team leadership in Team Leader absence. Technical Financial Customer Care Representative Nov-2016 – Jan-2018

● Greets and authenticates customers in a courteous, friendly, and professional manner using company proscribe procedures.

● Listens attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build strong rapport with the customer.

● Uses probing questions to clarify customer requirements combined with decision-support tools and resources to appropriately provide resolution to the customer.

● Guides and educates customers in setup, navigation, and use of QuickBooks Online and QuickBooks Online Enhanced Payroll products.

● Effectively troubleshoots and resolves user and data issues while properly escalating application and system issues to appropriate tier 2 and tier 3 support.

● Resolves user login, user management and browser issues.

● Tracks, documents and retrieves information in SalesForce call tracking database. Accomplishments:

● Finished in the top 3 of all Intuit production agents at the South Mountain site 7 months of 2017. Aircraft Fuel Handler

Swissport Fueling Services, Phoenix AZ. Aug-2015 - Nov-2016

● Responsible for the timely refueling of Southwest Airlines 737 aircraft at Sky Harbor Airport. Arizona Department of Corrections, Florence, AZ. May-1999 - Jul-2015

● Responsible for tracking and submission of payroll timesheets for inmate workers in the Education Department. Assisted GED instructors with the tracking of student data. Additional Past IT Experience

LAN Infrastructure Tester

Volt Computer Services at Microsoft Corp., Redmond WA

● Coordinated with Microsoft Project Managers for the testing of software and hardware to be added to various corporate division networks.

● Created comprehensive test plans to meet the division's stated needs for addition of software or hardware to their network.

● Set up test network that mirrored the division's current network, implementing the test plan, and issuing a comprehensive test plan results report.

Also,

LAN/WAN Administrator

PC Technician III

Senior Computer Repair Tech

MILITARY EXPERIENCE

Veteran of 12.5 years of combined service in U.S. Air Force and Army.

Contact this candidate