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Customer Service Support

Wake Forest, North Carolina, 27587, United States
May 30, 2018

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Wake Forest, NC

919-***-**** ò

System Support ò Business/Data Analysis ò Project Coordinator

Clinical Field Work ò Customer Service ò Telecommunications

A dynamic, detail-oriented, driven bilingual Project Coordinator highly regarded for utilizing technology to support business objectives. Out-of-the-box, analytical thinker known for determining system requirements and resolving technical issues quickly. Adept at clarifying business requirements, performing an analysis between goals and existing procedures, and designing integral process improvements to meet and exceed company goals. Cultivate positive relationships with clients and colleagues, leveraging language skills in English and Spanish, to converse with clarity and diplomacy to individuals from diverse backgrounds. Exceptional academic qualifications, including a Bachelor of Science in Business Administration with a concentration in Management Information Systems from North Carolina Wesleyan College.

Selected Highlights

Designed specific metrics to determine inefficiencies and areas for improvement and provided end user analytics/reporting while managing onboarding/training for new employees.

Increased Wachovia Mortgage Corporation efficiency/customer satisfaction by up to 20% by streamlining processes.

Participated in a 5-person Laptop Depot Team that established a process to assist 1500+ loan officers and 60+ account executives with hardware and software issues with accuracy and efficiency.

Delivered exceptional Tier II support for the monitoring and triaging of multi-vendor DAS wireless solutions and multi-vendor tower operations.

Innovated methods to facilitate change management, network support, network procedure, documentation maintenance, and vendor management support for third party vendors regarding Network operations.

Core Competencies

Information Technology

System Support

Customer Service


Quality Assurance

Process Improvement

Business Development

User Acceptance Testing

Data Analysis



Project Management

Professional Experience

NC Department of Health and Human Services ò Durham, NC ò 2017 – Present

Bilingual Application/Production Support Help Desk Analyst

Provide a high level of support and service to English and Spanish-speaking customers. Hone advanced level of software expertise to diagnose the root cause and resolve isolated issues. Act as a member of the Operations and Maintenance Support Team to streamline the Help Desk process by providing support, analysis and resolution. Liaise between Business, Program Management, System Development and A&I Tech Architects to coordinate system change requests that need to be created, budgeted, approved and implemented.

Monitor incoming issues and designate the frontline Help Desk staff to assist with resolution. Escalate unresolved customer issues to the development staff.

Implement product and process improvement strategies based on perceived trends or patterns within current field issues.

Collaborate with multiple groups to handle complex issues including replicating, isolating and identifying a root cause while providing testing, fixes, and patches. Assist with the setup of staging or test environments.

American Tower Corporation ò Cary, NC ò 2012 – 2017

Network Operations Center Operations Support

Oversaw specific phases of client service projects in telecom service delivery, covering deployments, redevelopments, process improvement, technology utilization, break fix, resolution, and compliance. Managed delivery of T1 circuit rollouts, distributed Antenna Systems (DAS) equipment installation, and provided customer service to 300+ nationwide properties. Increased communication solutions in casinos, airports, malls, arenas, resorts, universities, and towers. Performed systems validation, created support documents and standardized procedural documentation.

Performed system testing for integration of Distributed Antennae System (DAS) wireless communication solutions to the NOC monitoring platform to exacting professional standards.

Aligned with R&D team and upper management during key process design sessions, selection of Operations Support System, and streamlined Methods of Procedures for NOC personnel.

Produced clear, proactive reports, trending analysis, service level reporting, process consultation, and application.

American Tower Corporation Achievements Continued:

Provided experience managing both low and high priority incidents throughout the entire life cycle while maintaining superior customer service and satisfaction.

Developed tailored metrics used to determine inefficiencies and integral areas for improvement, providing analytics and reporting for end users while simultaneously facilitating onboarding and training for new employees.

Directed existing team members and new team members on various processes as subject matter expert.

Provided exceptional Tier II support for the monitoring and triaging of multi-vendor DAS wireless solutions and multi-vendor tower operations.

Demonstrated technical expertise in verification/troubleshooting of T1 circuit upgrades for backhaul systems monitoring.

Utilized internal trouble ticketing system to ensure accurate, timely response and adequate closing of Tier II tickets.

Wachovia Mortgage Corporation ò Raleigh, NC ò 2005 – 2009

Technical Analyst

Created PowerPoint presentations and Excel spreadsheets for departmental meetings. Analyzed information obtained to write up detailed reports and formulate conclusions. Honed knowledge of historical business functions and processes. Performed screen sharing to resolve issues and walk customers through solutions. Performed extensive preliminary user testing of mortgage software applications, collaborating with diverse programmers to identify unique requirements and ensure timely testing delivery.

Established Integral part of 5-person Laptop Depot Team to assist 1500+ loan officers and 60+ account executives with hardware and software issues.

Managed a high-profile, time-constrained project to upgrade the mortgage sector's operating system from Windows 2000 to Windows XP Professional with completion before the scheduled deadline and exceeding expectations.

Provided superb technological support by troubleshooting of issues stemming from Windows 2000 to Windows Professional upgrade, on a 2nd and 3rd tier level, with the desired turnaround of 24 hours.

Boosted company efficiency and customer satisfaction by up to XX% by streamlining processes.

Identified nuanced process boundaries and determined opportunities for automating processes and functions.

IBM ò Raleigh, NC ò 2001 – 2004

IBM Network Operations Support

Developed and updated maps and flowcharts of business processes. Analyzed reports on the likely impact of process modifications. Maintained network performance for local access and across the company WAN. Monitored network activities for both IBM internal and external customer accounting using a high-level IBM Tivoli platform. Provided level II problem determination for both IBM internal and external customers.

Identified essential areas for business improvement, provided a strong technical resource, and championed team members to seek projects to strengthen knowledge, and provided support in these efforts.

Improved methods to facilitate change management, network support, network procedure, documentation maintenance, and vendor management support for third party vendors regarding Network operations.

Rescued customer data on two isolated occasions in a critically failed network configuration, bringing customers back to functioning operation and driving and a significant increase in customer satisfaction.


North Carolina Wesleyan College, Rocky Mount, NC:

Bachelor of Science 2015– Business Administration (Management Information Systems)

ECPI Technical College, Virginia Beach, VA

Associate of Arts – Information Technology

Additional Credentials

Technical Skills

Microsoft Office (Word, Excel, PowerPoint, Access), Windows OS’s, IBM Tivoli, Remedy, Integrated Reporting Information System (IRIS)


English, Spanish


Soccer, healthy eating/learning about nutrition, photography, travel

Detailed Professional References Available upon Request

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