Customer Service Support

Brigitte Delancy

Knowledgeable support analyst demonstrating exceptional communication and leadership.

**** ***** *** ***** - ******, TX. 76040 ************@*****.*** – 214-***-****

Authorized to work in the US for any employer

WORK EXPERIENCE

Fiber Support Analyst

Verizon Communications - Irving, TX - February 2007 to January 2015

Responsibilities

Research issues on various computer systems and databases to resolve complaints and answer inquiries. Inform customers about issue resolution progress. Provide thorough support and problem resolution for customers. Display courtesy and strong interpersonal skills with all customer interactions. Train new employees and explain protocols clearly and efficiently.

Supporting business and residential customers via phone, email and web chat by using Application Integrated Messaging Services (AIMS) program. Assisted in special offline project via the Save IT team to ensure executive technical escalations are handled in a prompt manner within our department.

Demonstrated excellent problem solving and multitasking skills while dealing with the Centralized Escalation Reporting System (CERS) and Regional Operations Control (ROC). The systems help to engage the various departments in taking care of customer issues effectively and promptly. The group is self-driven and work with limited supervision to ensure lasting positive results are attained at all times.

Accomplishments

Working as a Fiber Support Analyst while liaising with the various departments within the organization at the executive level to resolve technical issues in an expedited manner.

Skills Used

Excellent problem solving and multitasking skills. I was able to prove good analytical and ability to work without supervision while delivery great customer skills. Gained experience in working with Remedy and Avaya Ticketing System, Routers, Firewalls and TCPIP protocols. Utilized various systems such as Windows and Macintosh. Demonstrated the security technologies: SSH, SSL, Digital Certificates, Anti-Virus Tools.

Technical Support Specialist II

Telvista – Dallas TX - February 2004 to January 2007

Responsibilities

Supported customers having video and data connectivity issues. Researched issues on various computer systems and databases to resolve complaints and answer inquiries. Provided thorough support and problem resolution for customers. Displayed courtesy and strong interpersonal skills with all customer interactions. Supported customers with online billing and account issues. Maintained composure and patience in face of difficult customer situations

Skills Used

Demonstrated excellent network skills using the LAN, WAN, VPN and the technical helpdesk. Good problem solving and analytical skills.

Helpdesk Support Analyst

CompuCom Systems, Inc .- 3 months contract

Coordinates, diagnoses and troubleshoots incoming employee calls.

Provides support services to employees and clients with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access.

Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel.

Provides case status updates to management and end-users. Supports and maintains effective relationships with users.

Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support.

Responsible for advising and assisting users in solving problems related to hardware, software, networks and peripherals using available technology.

Skills Used

Gained experience in working with Active Directory and Service Now Ticketing System.

EDUCATION : Northlake College - Irving, Texas - 2000 to 2002

A+ Certification

Linux + Certification

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