Technical Support Customer Service

TAMARA WHITAKER

**** *** **** **. *** ****, Arlington, TX 76011 Cell: 817-***-**** ************@*****.***

Professional Summary Skills

Technical Support Analyst with 10 years of experience in collections, technical support and customer service. Superior computer skills and telephone etiquette. Customer-orientated representative successful at troubleshooting and handling customer support issues in a timely manner. Highly creative Accounts Receivable Clerk with 3 years in accounting and finance. Results-oriented and solution-focused professional.

Strong customer relations Software/Hardware Configuration

High level of accuracy Skilled in TCP/IP and Wan

Java system proficient Knowledgeable in Mac systems

MS Windows proficient Expert in disaster recovery

Trouble-shoot PC’s and networking Advanced clerical knowledge Multi-line phone operation proficiency Maintaining data integrity

Adobe and Adobe Flash proficiency Skilled in call center operations

Exceptional workflow management Working knowledge of Citrix

Work History

Technical Analyst – 04/2015 to 05/2016

Centrada Solutions – Irving, TX

Working knowledge of POS/PMS software for hospitality industry

Installed software, modified and repaired hardware and resolved technical issues

Provided base level IT support to non- technical personnel within the business

Used ticketing system to manage and process actions taken

Provided on call support for critical issues

Proficient in MS Outlook, Excel, Word, Adobe, Adobe Reader, Adobe Acrobat, Java, Lync

Knowledgeable of Network configurations, Modems, Servers, Switches, Firewalls, AV defender, Citrix Receiver, PBX, VOIP, Active Sync, RDP, Cisco VPN

Responsible for following up with vendors to resolve issues within a timely manner

Accessed Domain controllers (DC) and several other servers for administration purposes

Created /Modify AD accounts through Active Directory Administration

Built new Outlook profiles, created email accounts Office 365, Centradamail

Installed wireless and network printers, set up scan to email, SMTP relays

Upgraded/Downgraded Windows platforms, Internet Explorer, Firefox, Chrome

Technical Support Specialist– 12/2014 to 04/2015

Zales Corporation – Irving, TX

Responsible for entering incident reports in ticketing database

Working knowledge of POS system

Trouble-shoot hardware/ software network configuration

Follow up on trouble-shooting inquires in a timely manner

Contributes to team effort by accomplishing related results as needed

Knowledgeable of Citrix, RMS, RTS, Oracle, Vendor applications, Epiphany

Run daily reports on call activity

Assist installing new software and hardware devices

Technical Support/ Trainer - 04/2012 to 01/2014

ADT Security – Irving, TX

Installed software, modified and repaired hardware and resolved technical issues.

Identified and solved technical issues with a variety of diagnostic tools.

Remained up-to-date on the latest technologies and solutions applicable to company products. Provided base level IT support to non-technical personnel within the business.

Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access.

Resolved problems with malfunctioning products.

Trained new hire specialist of more then 40 people accountable

Online Banking & Account Support Representative, 11/2010 to 12/2011

Bank of America – Ft Worth, TX

Monitored payments due from clients and promptly contacted clients with past due payments. Supervised invoice processing, purchase orders, expense reports, credit memos and payment transactions.

Researched and resolved accounts payable discrepancies.

Gathered and verified all required customer information for tracking purposes.

Troubleshoot online banking applications via Phone, desktop and tablets

Electronical transactions, including deposits, withdrawals, money orders and checks.

Created member account profiles on Bank Of America online banking program.

Collected member loan payments.

Answered telephone inquiries on banking products including checking, savings, loans and lines of

credit.

Professional Banker/ Teller, 03/2007 to 09/2010

Nevada State Bank – Las Vegas, NV

Executed customer transactions, including deposits, withdrawals, money orders and checks. Rapidly and efficiently prepared customer and ATM cash and change orders.

Processed quarterly Vault and ATM audits with a zero error rate.

Pulled daily branch overdraft reports.

Opened accounts with a cross sale ratio of 4:1 products opened.

Advised clients on mortgage, educational and personal loans.

Maintained friendly and professional customer interactions.

Education

High School Diploma: 2005 Desert Pines High School - Las Vegas, NV

Attended College: Mass Media Communication, 2007 University of Mary - Bismarck, ND

Accomplishments

Trained and led technical support teams of more than 40 support specialists.

Customer Relations

Earned highest marks for customer satisfaction, company-wide.

Conflict Resolution

Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.

Customer Service

Consistently received positive feedback from guests and created repeat business by developing long-term relationships with customers.

Handled guest complaints, maintaining a positive dining experience for all rest.

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