Customer Service Technical Support

Summary

Experienced customer service representative, with a very strong commitment to a career in the customer service, and customer relations industry. Vastly developing managerial skills, with an emphasis on advanced customer service supervisory skills and customer escalation resolutions. Proficient at troubleshooting down to the component level with close attention to detail. Advanced skills in general I.T. support, and a vast proficiency in Microsoft Word, Excel, and PowerPoint. Enjoys challenges, and opportunities for further learning, growth, and professional development. Very diligent and dependable individual with an excellent attendance record.

Skills

Dell Certified, Windows 98, windows XP, Windows 7 Microsoft office 2000, 2003, 2007, and 2010. Web Conferencing services, Conference Plus, and Live Meeting 2007, Novell, Active Directory, Web surfing, Email Etiquette, Problem solving skills, 35 wpm and Alpha 6,000-8,000 KPH

Professional Experience

CompuCom 2016- Present

I.T. Support/ Service desk

Coordinate, diagnose, and troubleshoots incoming employee calls for a wide variety of clients and industries.

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

Provide timely resolution of problems or escalation on behalf of the customer and ensure their satisfaction

Provide 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

Neiman Marcus Direct (Corporate Call Center) 2013-2015

Customer Service Supervisor/Manager

Multichannel (WFH)

Handled escalation calls from customers that desired to speak to a supervisor, or manager and promptly solved customer problems or concerns and improved customer retention.

Handled escalated calls or issues from other supervisors regarding customer issues that weren’t handled with first call resolution.

Assisted and trained new hires on policy, procedures, and any other work related questions.

Shadowed associates and analyzed order notations and order handling of previously worked or closed orders to see if further coaching and training opportunities are needed.

Handled customer escalations in our Multichannel department via E-mail and Chat.

Handled customer escalations or inquiry calls from store associates.

Handled our Border Free, or International customer escalations.

Handled our password protected Fed Ex premier customer service account to inquire about the location and status of packages. Also filed Parcel Loss and Parcel Damage claims on lost and damaged packages.

Used my financial empowerment to resolve customer issues while paying close attention to our companies’ profit and loss percentage of the item.

Bills Sandblasting and Painting 2011-2013

Customer Service/ Office Manager/ I.T.

Answered all incoming phone call, 50-70 calls per day,

Generated invoices and scheduled bids.

Developed and maintained exceptional customer relations with clients

Resolved all technical Issues that could be handled at first level.

Promptly solved customer problems an improved customer retention.

Handled billing and payroll and processed all types of payment; such as Visa/MC/AE PayPal etc.

Searched and Recruited new hires and implemented interviews.

La Quinta (Teksystems) 2010-2011

Technical Support /Customer Service Rep

Answered all incoming and outgoing email and phone calls. Calls per day 150-200 and, 20-30 emails per day.

Enabled and disabled Users in Active Directory.

Reset and changed passwords in Active Directory.

Resolved all technical issues/escalations that first level support couldn’t resolve via trouble shooting, over the phone or remote access.

Deployed The Executive Conference room and set up all of the audio and visual equipment, and downloaded the software for the Windows Based Meeting Console; Live Meeting 2007.

Removed all Viruses, Malware, or spyware that might have threatened PC Safety

Created users profiles and password resets in Active Directory

Performed troubleshooting with Windows XP,Windows 7, Office 2007, & 2010

Managed and received issues in the ticketing system Remedy

Configuring Handheld Devices Blackberry, IPhone, Smartphones IPads etc.

Scheduled all desk side appointments, and ordered, billed, and filled out invoices for products ordered

Covenant Church (Teksystems) 10/13/2008-04/13/2010

Technical Support /Customer Service Rep

Enabled and disabled Users in Active Directory. Reset changed passwords and created profiles in Active Directory.

Answered all incoming and outgoing email and phone calls 50-70 phone calls per day

Configuring Handheld Devices Blackberry, IPhone, Smartphones IPads etc.

Added and Resolved Local and network printer issues; installed and removed print drivers.

Mapped and removed Network drives, Added and removed administrative rights to users PC.

Added users to the domain, and scheduled all desk side appointments. Ordered, billed, and filled out invoices for products ordered.

Verified network connections, by pinging printer and PC’s I.P. addresses.

Expertise in customer service and technical knowledge gained from prior level programming experience

Resolved issues surrounding the installation, usage, and training of customers on software and hardware products Performed troubleshooting Office 2007 & 2010, Windows XP and Vista

Managed and received issues in the ticketing system Remedy

Monitoring, and troubleshooting printer issues

Resolved VPN connectivity issues

Alliance Data and Chase Corporate (Insight Global) 2007-2008

Technical Support /Client Services/ Information Technology Security

Answered all incoming and outgoing email and phone calls 70-100 calls per day.

Supported Alliance Data Clients creating tickets and closing tickets in Remedy while trouble shooting and AHD remote access.

Created I.D.s for access to Active directory, Etrust Admin, Entrust, Pal and RACF

Worked with Unix and Cisco to help alleviate different issues and problems with the system

Support Chase mainframe applications (ex. CCAP, Titan, GTI, WINS accts.)

Client id lookup and Report status for trade information including Corporate Actions, Cash Reporting, Trans Daily/Monthly, Financial Reporting, Asset Listings, Custody Reporting, Income Reporting, Securities Reporting and Tax Reporting. Support Chase Dial-up applications (ex. Insight\Reporter, Info station, AMS, Titan Cheetah, Titan DNAccess,Infomatch) Vanguard, Test regions

For clients having connectivity, id\password issues and data integrity. Support Chase Web-based applications (ex. Workspace, Views, Performance Analyzer, News\Reference,

Transaction Initiation, Compliance) for clients sending trades through the stock market who are having data integrity issues, timing issues, seeing their trades on Chase systems and Java runtime issues. Blackberry Network support.

Home Depot Customer Contact Center-Call Center 2006 - 2007

Customer Service Rep/Quote Closer

Receiving 200-300 inbound and outbound calls a day

Scheduled appointments for new installations handled billing master card and visa payment

Giving detail information on customers quotes.

Handled customers billing inquiries and followed-up on quotes.

Floor walking, coaching, mentoring.

BMC Solutions 2006- Present (Seasonal work)

Dell Installs/Field Technician

Installed Dell desktop and laptop computers for the DFW Metropolis.

Installed and setup computers for numerous hospitals and Doctors offices.

Installed and setup computers for numerous schools.

Installed Software and hardware Ran scripts and downloaded ghost programs for windows X.P.

Installed and setup projectors and DVI for teacher computers.

Mapping Printers and configuring IP addresses.

Ran the boot sequence and Bios for imaging and performed the SMS.

Education

Texas Southern University

Navarro College

Rowlett High School

Pursing degree in Information Technology and MCSE certification

Contact this candidate