Technical Support Customer Service

SKILLS SUMMARY

Highly motivated, assertive, detail orientated professional with a business and electronics background who can build instant Rapport. Disciplined and persistent in achieving customer satisfaction. My abilities include an effective working under pressure and within time constraints, able to adapt to change, fast and consummate learner, highly productive individual with a strong analytical skill, strong PC skills, great organization as well as excellent technical skills to match.

Key Skills: Microsoft Office Word / Access / Excel / PowerPoint / Outlook Express

Personal: Customer Services Skills, Great Communication, oral and written Skills, Team Player Oriented, Flexible, Dedicated, Hard Worker, and a Problem Solver, account management, able to build customer base, able to deal with large number of inbound as well as out bound calls in a call center environment.

Technical Proficiencies: StatusMart, Loan Originate System, Edge, Remedy, Maximo, iOriginate and eHoudini, QuickBooks, Customer Admin, Veri-Tax, Value Finder, Access Request Management (ARM),SQL, Data Track, Information Security(Infosec) Windows 10,8,7, Windows XP, Windows Vista, Microsoft Office, Microsoft Office 365, Active Directory, Service Now, Map Network drives, VPN, Cisco Routers, Citrix, Firewall.

EXPERIENCE

Atlas Copco Drilling Solutions Allen, TX

Service Desk Engineer January 2016 to August 2016

Provided desktop support to users at my location but also assisted users remotely at other facilities.

Completed Service Desk Tickets within SLA.

Imaged as well as wiped new and old desktops, laptops, and toughbooks.

Adjusted and maintained Switch panel to reflect the correct ports where work stations would be used.

Setup Network and local printers.

Removed, added, and edited user accounts with administrator credentials in Active Directory.

Remoted in or went to employee’s desk to install various software’s and applications.

Moved as well as setup new cubes with desk phone, computer, monitor and other accessories that were requested.

Used administrator credentials to enable as well as disable firewall for different functions.

Added in the correct domain proxy setting for global information security so unauthorized users couldn’t access company files and data.

Updated network folders with newly obtained information or new license’s that were purchased.

Placed orders for new software licenses and hardware needs for employees.

Mapped network drives so users could access shared folders.

Identified, analyzed and resolved error messages on various applications, printers and scanners.

Completed projects within SLA/ timelines given.

Supplemental Health Care Dallas, TX

Lead Recruiter August 2015 to November 2015

Use professional recruitment strategies to secure employment contracts from potential local contract, per diem, travel, and direct hire candidates.

Recruit through various sources, to include Total Relationship Management (TRM), internet, referrals, advertisements, direct mail, conventions, and cold calling to homes and departments when necessary.

Review resumes, interview and screen candidates to obtain information on work history, training, education and job skills; conduct reference.

Responsible for making weekly performance report calls to assigned offices.

Hit performance standards as outlined by Management.

Had to make 50 calls per day to meet targeted goal of 250 by the end of the week.

AIG (Contract) Fort Worth, TX

Technical Support Analyst January 2015 to April 2015

Provided technical support for internal users via telephone and email.

Logged and documented every call very with a detailed ticket of the incident or request.

Distributed tickets to various teams as well as to our level two supports so issue could be addressed accordingly.

Reviewed as well as followed with open tickets to make sure a resolution was reached.

Remoted into internal user’s PC's to fix various issues or install software for the users.

Researched and identified error messages with KO's (Knowledge base articles) to find a resolution.

Demonstrated excellent call quality and customer service.

Pacific Union Financial Irving, TX

Junior Business Analyst April 2014 to September 2014

Sent out daily and weekly reports to different teams within the company.

Entered in bid loan information into our data system (data track).

Would pull reports from the previous day in SQL and export it into Excel.

Used various formulas in excel to calculate and review data for accurate information.

Uploaded new loan data from won bids.

Exported data from one system to another.

Sent encrypted emails that required a password to open for the bids that were won for information security purposes.

Reviewed data to make sure there weren’t any duplicate accounts

Updated and adjusted information in SQL daily.

Monitored and analyzed company’s files from previous months to make sure all changes were correct and accurate.

Collected and updated bid loans from various team then sent out the report with status updates every Friday.

Mapped networks so employees could access shared files.

Completed projects within SLA/ timelines given for different groups within the company.

Land Safe Appraisal Services, Bank of America (Contract) Plano, TX

Technical Support Analyst January 2013 to March 2014

Provided technical support via telephone, email, for users and associates within Land Safe services such as Appraisals, Credit, and Title.

Troubleshoot and identified errors on appraisal reports, and credit inquiries.

Researched if associates were paid for their services on orders and would also email invoice information.

Set up and removed multiple users on various systems such as Veri-Tax, Customer Admin.

Created as well as received Tickets that would need to be either completed or escalated in Land Safe ticketing system Access Request Management (ARM) or in Maximo.

Demonstrated great call quality and customer service as well.

Identified, analyzed and resolved complex issues with various applications then would update the company’s knowledge base articles.

Intuit Inc. (Contract) Dallas, TX

IT Technical Support Analyst September 2012 to January 2013

Provided technical support to small businesses, accountants, and individuals.

Proficient in accounting software program QuickBooks.

Assisted in installing as well as setting up accounts in QuickBooks.

Identified, researched, and re-calculated various functions within QuickBooks.

EDUCATION

Collin County Community College, Plano, TX

Engineering Degree – Present

Lake Highlands High School, Dallas, TX- Diploma May 19, 2007 - G.P.A. 3.0

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