Customer Service Technical Support

Profile

Outsourced for Apple Computers, as a Tier II Technical Support Advisor with AppleCare, providing phone support, and communicating with other Applecare departments via chat, email, and phone. This was a supervisory level position.

Experience

HELPDESK ANALYST, HCL, RALEIGH, NC, JANUARY 2015-DECEMBER 2015

Vendor for Anthem, providing technical support for internal Anthem work at home and in office employees within Service Level Agreement. Use of TSRM and Service Now ticketing system which tracked and assisted in creating incidents, while troubleshooting corporate workstations, laptops, both wired and wireless printers, mobile phones, specifically iPhone & Blackberry, and VPN, TCP/IP, Wi Fi connectivity incidents. Other routine incidents included Office 365, configure Windows XP/7, desktop application, software installs, configure shared network drives, exchange email account, VDI, Active Directory account activation and disable, password resets, browser, plug-in, Sharepoint, Mainframe printer configuration, and reporting to Network Operations Center outages for any automated system shared incidents . The routine usage of Citrix Remote software when troubleshooting desktop medical insurance applications.

TECHNICAL SUPPORT, XEROX, RALEIGH, NC 2008-2015

Outsourced contractor for Cox Communications supporting Cox cable residential customers troubleshooting inbound no signal, off air, input and coaxial, HDMI cable issues since November 2014.

With Apple Computers provided Tier II Technical Support for AppleCare for iOS devices primarily iPhones, iPads, and iPod Touches from 2011-2014. This is a supervisory role acting taking escalated calls from Tier I level Technical Support agents in a call center environment requiring de-escalation. Use of Bomgar, remote software tool on routine basis.

Consistently sold the Applecare Protection Plan as one of top fifty agents for the whole center during my tenure with Apple at Xerox

Other outsourced vendor Customer Service/Technical Support roles at Xerox includes Verizon Wireless (2008-2010), Sprint (2010-2011) and a Customer Service Assistant for Humana Rightsource. Maintaining call metrics such as Quality, First Call Resolution, Average Handle Time, and After Call Work

Up sell and promotion of price plan changes, consumer advantage plans, value reminders with Verizon and Sprint wireless.

Awarded and recognized for a 409% above sales goal by team peers during my first four months of tenure with Verizon Wireless.

Awarded and recognized for Outstanding Customer Service for the month of May 2009 by supervisor and Operations Manager under Xerox/ACS and Verizon Wireless

OWNER/MANAGER, SILK BOULEVARD, RALEIGH, NC 2010-2011

Family operated and owned a women's boutique selling fine silk scarves, sleepwear, and other specialized women's apparel located in the Triangle Town Mall, Raleigh, NC. A 300% increase in sales made from July to September 2010 during tenure.

TECHNICAL SUPPORT, TELEPERFORMANCE, SALT LAKE CITY, UT 2007-2008

Inbound toll-number Tech Support (Tier 1) Representative for Dell Computers consumers. Troubleshoot routine technical problems and ticketing incidents towards call resolution for mainly Dell line of XPS gaming computers, and Inspirion laptops, and Dell printers and peripherals. Dell’s ticketing system allowed for setup and issue of Field Support agent as part of the role when warranted.

Last metrics monthly evaluation performance was rated as ‘Commendable’ by being first on group team by immediate supervisor. Achieved no Repeat Dispatch Rates (RDR) regarding authorized warranty parts

Education

B.A. Fine Arts (major in Sculpture) University of Utah, 1999-2000

Certified Computer Programmer from Certified Careers Institute, 1994

Skills

CompTIA A+ Certified * Hardware * Software * Customer Service * Troubleshooting Blackberry, Laptops, PCs and Printers * Problem-Solving * Restaurant Industry * Food & Beverage Service * Management * Personnel *Windows 7/8 * iOS * C++ * PC/Mac Platforms * TCP/IP configuration * Microsoft Word, Excel, Outlook proficiency * Phone etiquette * 4000 kph * 70 words per minute type speed* Active Directory, creating user accounts & resets * TSRM Ticketing system * Service Now ticketing logging calls * VPN * VMWare

References

Available upon request

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