Desktop/ IT Support

CERTIFICATION

. CompTIA A+ Certification - ****

SKILLS

. Expert knowledge of Microsoft and Apple operating systems.

. Proficient knowledge of Android and iOS handheld operating systems

. Proficient knowledge of Salesforce, Microsoft Office, Photoshop,

Illustrator, InDesign, Avid Media Player, and Final Cut Pro

. Proficient problem solving skills

. Proficient verbal and written communication skills

EXPERIENCE

Quality Assurance Analyst, Chevron - San Ramon, CA

02/12 - 03/14

. Identified process inefficiencies to improve overall customer

satisfaction.

. Developed and implement processes for complaint and dispute resolutions.

. Reviewed cases for response timeliness, accuracy, effectiveness, case

documentation, and assess to determine if appropriate action was taken per

process guidelines.

. Monitored consumer consultant phone calls to provide feedback, address

weaknesses in handling complaints, and ensured quality control.

. Reviewed recorded cases of individual consumer consultants to assess

compliance with Chevron's call model standard and effectiveness in

responding to the customer's inquiries.

. Assessed employee performance and provide unbiased feedback to senior

management which dictated performance metrics on the Manila team.

. Provided comprehensive feedback to Service Centers on review findings for

agent and team level performance management.

. Facilitated weekly meetings with Manila Service Center to address

performance management and performance gaps.

. Monitored Chevron's presence on social media (Twitter, Facebook, Yelp!)

and collaborate with marketing and consulting teams to identify solutions,

and prevent recurrence.

. Balanced and prioritized competing deadlines through heavy calendaring

and disciplined time management skills.

. Assisted with high volume calls on Chevron's executive and general

switchboard -- directed consumers, potential clients, and Chevron

executives to the appropriate employee and/or department.

Custom Logistics Representative, Walsh Vision - San Ramon, CA

08/10 - 01/12

. Configured wireless devices to meet complex and extensive application and

security requirements of individual clients such as Bank of the West,

Toyota, and Hyundai.

. Executed flawless device configuration with 0% error rate on wireless

products (cell phones, computer aircards, routers, etc.)

. Managed and organized small teams to complete exceptionally large orders

(300+ devices).

. Demonstrated exceptional communication skills necessary on a cross-

functional team -- collaborated with Corporate Account Specialists, Sales

Reps, and Project Managers to address project tasks.

. Created and implemented company's device staging criteria to maximize

efficiency and streamline company process.

. Securely packaged and shipped staged devices to customer's facility -

tracked and monitored their location to ensure arrival before designated

timelines.

. Responsible for setting up customer support phone calls to assist clients

in troubleshooting devices.

. Researched and purchased products that replaced and increased the

efficiency of clients' prior wireless devices.

EDUCATION

Bachelor of Arts, Advertising Media, May 2010

Lindenwood University, Saint Charles, MO

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