**** ******** *****, **********, ** ***** / 412-***-**** / ad15at@r.postjobfree.com

PROFESSIONAL SUMMARY

I am experienced in Information Technology, Management, and Customer Service with 10+ years that include Technical Support via Face-to-Face, Telephone, and Managing staff in a Customer Service environment. Exhibit patience and thorough with customers and co-workers, while being proficient with managing several different task, with excellent interpersonal skills, and the ability to hire staff employees and providing training to teams, office staff, and co-workers. I am tech savvy and the go to person when technical advice is desired and able comprehend technology as it advances and changes. SKILLS

• IT Help Desk • Interviewing & Hiring Staff

• Supervising and Managing • Providing Windows/Apple Tech Support

• Strong Customer Service Skills • Hardware Repair & Troubleshooting

• Software Training • Remote and Self-Managed Tech

• Order & Budgeting Supplies • Microsoft Office & Adobe Suite EXPERIENCE

Advance Mobility Support Tech Nov. 2021 – Present AT&T (WFH) Pittsburgh, PA

• Handle portability, relocations, and combined bill services

• Meet customer needs and provide first Call resolution

• Utilizes various systems and tools to complete orders & service customers

• Coordinates effectively with other departments to resolve customer issues

• Answers customer/client requests or inquiries concerning services, products, billing, equipment, claims and reports problem areas.

• Utilizes various systems and tools to initiate and complete orders and service customers.

• Continually maintains working knowledge of all company products, services and promotions.

• Makes recommendations according to customer’s needs.

• Utilize operational systems to process purchases of all products and services.

• Administer system functions on all opening, closing, and balancing procedures according to finance guidelines.

• Handles regulatory escalations.

R. CARLOS

RIGNEY

• Exhibits in-depth knowledge of all products, services, rate plans, feature bundles, and offers to provide best solution options and totally resolve customer issues.

• Demonstrates proficiency in all billing and technical matters to efficiently assist customers & resolve the escalation.

• Coordinates effectively with other departments as needed to resolve customer issues.

• Able to communicate effectively, both verbally and in writing.

• Develops a proven track record of resolving issues and retaining customers.

• Identifies, tracks and trends issues to assist in root cause elimination and a reduction in escalations.

Graphic Designer Nov. 2001 – Present

Freelance & Contractual Pittsburgh, PA

• Creating Flyers and Ads for clients that reflect their needs in a timely and efficient fashion.

• Printing shirts for customers and businesses

• Designing and creating business cards and various media needs for clients.

• Preparing work to be accomplished by gathering information and materials.

• Plans concept by studying information and materials.

• Illustrating concept by designing rough layout of art and copy regarding arrangement, size, type size and style, and related aesthetic concepts.

• Obtaining approval of concept by submitting rough layout for approval. Service Desk/Onsite Support Tech Sep. 2019 – Sep. 2021 The Bank of New York Mellon Pittsburgh, PA

• Providing first line/SME technical support to all BNY Mellon employees & contractors.

• Responding to requests for technical assistance via Phone, eSupport, chat and self-service tickets.

• Assisting users with password resets and unlocks.

• Troubleshooting Microsoft Office/Outlook.

• Remaining current with support changes and adherence to the company policies and incident management process.

• Remotely diagnosing and troubleshooting PC, printer, telephone, VPN, and software issues.

• Researching solutions using available knowledge base.

• Logging all inquiries and incidents as required.

• Assigning unresolved incidents to appropriate support teams in a timely manner.

• Ensuring incidents requiring urgent attention are escalated via the management procedure. District Advance Support Tech Mar. 2017 – Aug. 2019 LA Fitness International Corp Pittsburgh, PA

• Handling support calls from fitness clubs within the district area. Including hardware malfunctions, software errors, user training, system outages and network failures.

• Providing advanced support via telephone to troubleshoot computer hardware, Windows Operating Systems, hardware malfunctions, and network outages.

• Opening service requests for support incidents as they are reported; update and close them in a timely manner.

• Visiting fitness clubs within the district area to perform onsite trouble-shooting, hardware installation and repair.

• Performing installs, moves, adds, and changes of computers, peripheral devices, and network components.

• Performing hardware inventories and maintain accurate inventory records.

• Contacting warranty repair centers and coordinate onsite repair of hardware under warranty.

• Educating managers on how to resolve simple technical issue or get on the path of resolution.

• Periodically perform large-scale deployments of workstations and other hardware

• Regularly conducting preventative maintenance inspections of workstations and network equipment at fitness clubs to proactively maintain efficient system performance and maintain a clean and professional work environment.

• Professionally manage cables and wiring for computers and other hardware. US & UK Apple Care Advisor / Advance Tech Supervisor Nov. 2013 – Feb. 2016 Apple Inc. (IBEX Global) Robinson Township, PA

• Trained and Supervised classes of employees with supporting customer on how to troubleshoot Tablet and Smartphones

• Created guides and support literature to help employees effectively troubleshoot customers in a timely manner

• Built computers by salvaging parts from other computers

• Successfully setup call center with 100+ computer workstation

• Served as the first point of contact for customers seeking technical assistance over the phone or email.

• Performed remote troubleshooting through diagnostic techniques and pertinent questions

• Determined the best solution based on the issue and details provided by customers

• Walked customers through the problem-solving process

• Directed unresolved issues to the next level of support personnel

• Provided accurate information on IT products or services

• Recorded events and problems and their resolution in logs

• Follow-up and update customer status and information

• Pass on any feedback or suggestions by customers to the appropriate internal team

• Identify and suggest possible improvements on procedures EDUCATION

Bachelors of Science in Graphic Design Sep. 2007 Minors in Business and Fine Arts

California University of Pennsylvania, California, PA Masters of Science in Information Technology Sep. 2010 Florida Institute of Technology, Melbourne, FL

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