Customer Service Technical Support
Resume:
*******@*****.***
*** ***** **** ***** ** Atlanta, Ga 30345
Wallace Grant
OBJECTIVE: To obtain a leadership position that will allow me to exercise my product knowledge, performance management. To use my Tech Support skills and Customer Service skills to improve your company focus on Customer Loyalty.
EXPERIENCE: 10/12/15- 01/11/16 LES CONCIERGES Atlanta, Ga
Corporate Concierges: Assist JPMORGAN Card Members with all corporate or personal issues to make their life more efficient. Airlines, Hotel, Car, Dining reservations and any personal needs that they may have. Providing luxury bookings and all details and restrictions that maybe incurred at time of bookings.
05/09/15-09/15/15 STRATIX CORP Norcross, Ga
Technical Support: Troubleshoot America Airlines, Mobile devices with Flight Attendants with the tablet or Smartphones to assist them with correcting any issues and connection issues. Assist the Ramp Agent with the scanners and any issues they are having and replace them if needed. Using FOOTPRINTS, SERVICENOW, SOTI, AIRWATCH, other in house tools. Escalate to America if needed.
12/08/14-4/28/15 VACATION EXPRESS Atlanta, Ga
Travel Agent: Assisted Customers with booking reservation online with travel to Resorts Internationally. Give them the correct documents and travel information needed to make the trip and any guidelines or excursions they would like to take on the trip. These were Chartered flight through Vacation Express that went to Mexico, Aruba, Jamaica, Bahamas and others.
11/18/13-10-31/14 Cricket Wireless Alpharetta, Ga
Advance Tech Support assist PREPAID customers with issues with the accounts dealing with trouble shooting the network and systems issues using in house tools and systems. Report any issues that cannot be resolved to the Tier III or Ops Department for other issues on Network and cell sites
Using BMC REMEDY TICKETING, Geo Map, MTAS, CNN, NETTRACKER, SNOOPER, VLR, AIRWATCH, ANDROID software to monitor Voice and Data Network Support to all Department of findings and corrections needed ASAP.
Using GSM/UMTS/LTE Network to trouble shoot all customer issues with voice calls.
05/2011-08/2013 CSR-ATT WIRELESS Atlanta, Ga
NETWORK SUPPORT trouble shooting the network and systems issues using in house tools and systems. Report any issues that cannot be resolved to the Tier III or Ops Department for other issues on Network and cell sites.
Using BMC REMEDY TICKETING, Geo Map, MTAS, CNN, NETTRACKER, SNOOPER, AIRWATCH, ANDROID software to monitor Voice and Data Network Support to all Department of findings and corrections needed ASAP
Using GSM/UMTS/LTE Network to trouble shoot all customer issues with voice calls.
2001-07/29/2010 VERIZON WIRELESS Alpharetta, Ga
TECH SUPPORT / CUSTOMER SERVICE
Provided Technical Support assistance with all Products with feature phones and Smartphones, Broadband devices and Network relate issues.
Trouble shoot issues with Products with the features with voicemail and other products are provisioned correctly. Airwatch, VLR, Android, IPHONE, Blackberry, Broadband devices.
Team Leader in company Matrix
1997-2000
TRX
ATLANTA, GA
TRAVEL AGENT SUPVR
Handle reservations, customer issues, scheduling, billing, complaints
Trained new Employees on all Programs and escalated issues
Assisted and resolved technical issues with products
Knowledge: Microsoft Word, Excel, Windows 2000, Remedy ticketing, CDMA, GSM, LTE, Salesforce, Smart Agent, Snooper, Airwatch, Android, IOS, Windows phones.
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