Customer Service Technical Support

MAIKEL RAY

**** ** **** ** ********** LAKES, FL *3309 ● ******@*****.***● 561-***-****

1

OBJECTIVE:

To obtain an engaging career that will allow me to utilize my talents, demonstrate and enhance the skills I already possess while providing personal and professional growth opportunities. EDUCATION:

Bachelor of Arts in Management Information Systems (Information Security concentration) Florida Atlantic University Aug 2009- Dec 2014

Boca Raton, FL

Honors: Florida Medallion Scholarship, FAU Memorial Scholarship Coursework: Information Security Management, Mobile Computing, Database Management Systems, Business Data Communications, Mgmt Info Systems & Tech, Software Testing Masters of Science in Information Technology Management Florida Atlantic University Dec 2014-TBA

Boca Raton, FL

EMPLOYMENT HISTORY:

Customer Service Agent Oct 2016- Current

iQor –Volkswagen Account Pompano Beach, FL

Serve customers by providing vehicle and claims information; resolving customer inquiries and complaints for Volkswagen Court Settlement Claims

Analyzing customer accounts by providing accurate and relevant account information.

Maintain customer records by updating account information.

Resolve claim issues by determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

IT Helpdesk Oct 2015- Sep 2016

Total Tech Support USA Miami, FL

Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware

Respond to queries either in person or over the phone. Train new employees, Maintain daily performance of computer systems,

Walk customer through problem-solving process. Install, modify, and repair computer hardware and software, Run diagnostic programs to resolve problems.

Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN)

Operate in a fast paced call center environment, up-selling products when applicable 2

Help Desk Technician Jan 2015- Oct 2015

Boss Tech Support Tamarac, FL

● Providing excellent customer service, remotely managing client computer systems. Installing hardware and software systems, Maintaining or repairing equipment, Troubleshooting a variety of computer issues, Setting up computer security measures, establishing protection against viruses, malware, and spyware, Configuring computer networks, firewall; Offering technical support on-site for staff, and via phone, email or remote connection for customers. IT Engineer/ Graduate Teaching Assistant May 2013- May 2015 Florida Atlantic University Boca Raton, FL

● Worked directly with the Housing Coordinator of computer systems to provide effective and timely technical support to the Housing Staff, the Campus Rec staff, and 4,000 Residential students. This technical support included internet/server connectivity, printer troubleshooting, installing software, reimaging/configuring computers to FAU network (Active Directory), assembling workstations, and finding creative solutions to various IT support issues.

Responsible for performing teaching or teaching-related duties to assist faculty members, professors, department heads and other faculty. Proctors exams, grades tests and homework, inputting grades into the university blackboard website, communicating with students regularly via email regarding questions about grades, coursework and technical issues as well as scheduling meetings with students if necessary. Forwarding major issues to the professor Resident Assistant/ Mail Clerk Aug 2011- May 2013

Florida Atlantic University Housing Department Boca Raton, FL

● Managed a university residence hall floor of ethnically diverse undergraduate students; Enforced university and residence life rules and regulations resulting in safe, orderly, and enjoyable living environment, planned and directed social and educational programs meeting specified deadlines; Assisted in student check-in and check-out processes, including all required administrative paperwork;

● Operated in in 5 Mailroom locations on the Boca campus; inspecting and compiling packages, keeping records of dates, tracking numbers etc; ensuring that recipients sign for packages; sorting mail in corresponding mailboxes, and looking up names using the database as needed COMPUTER SKILLS:

Software: Microsoft Word, PowerPoint, Excel, Access, SQL, Adobe Photoshop Operating Systems: Mac, Windows 7, Windows 8, Windows 10, Linux

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