Customer Service Technical Support

Archie Arceo

**** **** ******** ***. *** *** - Las Vegas, NV 89103

*********@*****.*** - 505-***-****

To secure a position with a well established organization with a stable environment that will lead to a lasting

relationship.

WORK EXPERIENCE

Defined Contribution Associate/Customer Service Associate

Fidelity Investments - Albuquerque, NM

Scheduling Support Analyst

Shell Shared Services - Albuquerque, NM - July 2011 to November 2012

Register Customer's/needs to change/amend/cancel order and, once assessed the real need and the feasibility

in HSSE terms, create emergency trips and/or re-route planned trips.

• Update planned scheduling in case of unexpected/unplanned issues such as: close stock outs, diverted

loads, crossovers, truck failures, traffic congestions, delay of loading/discharging operations.

• Contribute to KPI measurements and Service level reporting, registering the extra services provided to each

customer (to be used for cost-to serve tariffs charges)

• Provide suggestions to reduce the number of amendments required

• As specified in the Actual Control Description (ACD) of SOX Green Light database, shall strictly perform

the tasks in accordance, aligned and compliant with SOX requirements whether as Process Owner, Control

Owner and Control Operator.

• -Administer Scheduling Support Services

• -Process Sales Order

• -Administer Billing Quantity Adjustment

• -Process Urgent Orders

• -Manage Planned Pickups

• -Process Miscellaneous Charges/Credits

• -Support OFA in performing SBC191 Investigate and Resolve Customer Complaint

Technical Support Professional/Network Operations Engr

AT&t BVOIP Business Voice - March 2008 to March 2011

Responsibilities:

Technical Support, router management and configuration, network engineering, subnetting, an in-depth

understanding of DNS, IP routing protocols, i.e., BGP, T1.5, IBRs, Frame Relay, and csu/dsu configurations.

Call receipt (first point of contact for Customers for problem recording)

Customer verification

Call problem validation and documentation

Initial technical problem analysis during Live Call handling

Customer Alarm Tracking System alert monitoring and trouble ticket generation

Status customer on a regular basis

Negotiate and coordinate with other support centers (i.e. external organizations and internal and external

business

partners) all sectionalization and testing plans.

Escalate ticket according to process based on established intervals. A complete understanding of DMOQs and

management structure is required to properly restore service within the allotted time frame.

EDUCATION

BACHELOR OF SCIENCE in INFORMATION TECHNOLOGY

TARLAC STATE UNIVERSITY

April 2008

ADDITIONAL INFORMATION

TECHNICAL SKILLS

Knowlegable in MS office, MS SQL Plus, Visual Basic, SAP

Windows XP, Vista, Windows 7, 8

LAN/WAN Networks

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