Faith N. Apata

Tel: 973-***-**** Email: ad18sz@r.postjobfree.com

PROFESSIONAL OBJECTIVE:

Dedicated to seeking a position in the Entry Level Technical Support, Customer Support or Data Operations-related to provide opportunity to make a strong contribution by utilizing and expanding upon related education, skills, experiences, and capabilities.

SKILLS/ BACKGROUND EXPERIENCES:

●Verbal Communication, Writing Skills, Dependability, Strong detail-oriented skills.

●Customer Service

●Maintains a strong office standard operations compliance skill & mindset.

●Displays exceptional time management and multi-tasking abilities.

●Possesses the ability to be an effective troubleshooter & problem-solver.

●Exhibits attention to detail and able to meet deadlines.

Systems Used:

NAV (Microsoft Navision)

Excel Pivotable/ V-Lookup

Security TRAX

SAP

ALULA/Lightspeed/Salesforce

Service Now

Citrix Remote Tools

SCCM, Windows CMD Prompt & POS Window Explorer

Forti Client

Noble Dialer

Microsoft Words

DNS Configuration

O’Neil

Tableau

Active Directory

JIRA

Elite/ Elite WebView

MS Authenticator

Axway Secure Transport

PROFESSIONAL EXPERIENCE:

Implementation Analyst June 2023 -Present

7-Eleven Headquarters (Full -Time/Contractor)

Manage client solutions from inception to completion within specified timeframes.

Provide technical telephone applications support to customers, answering questions on function and usage of product.

Implementing new pricing systems for better POS functionality and pricing data migration.

Troubleshooting remote price data exportation

Identify, recommend, and document code changes or make appropriate code changes.

Investigate and advise clients on potential processing efficiencies, redundancies and/or optimum use of data.

Collaborate with product teams, business development and client administration to prepare portfolio analysis for clients.

Troubleshoot remotely necessary functions of 7-Eleven & other affiliated brands POS hardware, controllers, & software instruction through department knowledge base

Oversee and manage accounts across an array of online platforms

Implement the company's strategies across these platforms ensuring a minimal error rate

Conduct system configurations, plan workflows, and facilitate seamless document migration and updates to knowledge base articles

Provide daily support to users of various computer systems including answering questions, analyzing problems, and quickly forming solutions to return systems to proper operation.

Maintain detailed records of daily interactions with users, installation/update activities, reported issues, and completed solutions along with any further actions required of management or repair personnel via ServiceNow ticketing system

Tech Support Analyst April 2023 – July 2023

Sally Beauty (Full-Time)

Provides high quality and friendly phone support to stores and other offsite personnel. Talking customers through a series of actions to resolve a problem.

Documents each incident and request with detailed information. Follows up ongoing incidents by providing status updates.

Utilizes all available support tools to troubleshoot and research incidents such as Citrix Remote Tools, ServiceNow, and other Sally Support tools.

Analyzes network connectivity issues with ability to troubleshoot analog modems and standard broadband modems and routers.

Able to break down and supply appropriate data to Interface Security Systems & QOS to address more complex issues.

Maintains knowledge of POS hardware to provide accurate descriptions and instructions to store personnel.

Identifying hardware and software solutions.

Troubleshooting technical issues.

Diagnosing and repairing faults remotely for Sally Beauty hardware. Resolving network issues remotely to clerks by contacting network providers or escalations steps

Rebooting and configuring hardware and software applications remotely

Providing timely and accurate customer feedback.

Following up with aging tickets sent to different departments to be escalated & ensure the problem is resolved by contacting stores if need be or providing more info to tickets to specific departments.

Replacing or helping to install replaced hardware for stores, if necessary. Supporting the roll-out of new applications or IOS update to specific applications.

Managing multiple cases at one time by same store sometimes

Testing and evaluating solutions with clerk over phone / remotely.

Technical Support/Helpdesk Analyst March 2023 – July2023

HikVision Technology (part-time)

●Working in a call center environment, answer incoming help desk calls from ACD, and support clients via phone and remote access.

●Promptly and accurately input call tickets into our call tracking system.

●Monitor call tracking system and work tickets as they come in by email or phone.

●Configure and support LANs, WANs, VPNs, data, and networking.

●Maintain a high level of productivity. Key performance indicators include measuring the incoming call-to-ticket count ratio, time spent on the phones, and time spent off the phones when working on software training or special projects.

●Have a positive attitude towards the company and work collaboratively within the department.

●Be prompt to work and willing to come in early or stay late if the call volume or workload warrants it.

●Serve as a technical resource for users, providing technical information and assistance by phone.

●Update the Knowledge Base (KB) with articles and information that will assist with support calls and resolving client issues in the future.

●Assist with analyzing software and hardware problems/needs and provide feedback to engineers.

Conflict Analyst/Intake Specialist March 2022-Feb 2023

Locke Lord LLP

●Conducts corporate research using the internet and other research tools, based on a notification of potential new representation, to confirm the accuracy of party names and to identify corporate family affiliates for all practice groups.

●Enters data into firm’s conflicts database and conducts database searches to identify potential conflicts with matters already in systems and generates conflicts report for analysis by firm’s attorneys.

●Analyzes information provided with new matter requests for compliance with firm policies and applicable rules of professional responsibility.

●Enters client and new matter information into the firm’s conflicts and accounting databases for approved representations for conflicts and billing purposes.

●Review of matter packets for accuracy and completeness based on departmental guidelines before submitting to the Client Duty Officer for approval.

●Tracking the approval process of the client intake package and any applicable engagement letters, consent letters, waiver letters and any other documentation required by Firm and departmental practices and procedures.

Inventory Specialist November 2021 - March 2022 DFW TX (Temp) Records Consultant, Inc.

●Follow Standard Operating Procedures (SOP) for both RRP (Records Retention Program and FAMP (Fixed Asset Management Program) projects.

●Ensure accurate collection of data for all projects.

●Receive and review daily activities with the Project Coordinator

Data Entry Specialist/Inventory Specialist, September 2021- November 2021 Irving TX

(Remote/Contract)

VIO SECURITY/ALERT 360

Collecting and digitizing data such as invoices, canceled bills, client information, and financial statements.

Maintaining a detailed and organized storage system to ensure data entries are complete and accurate.

Keeping a record of hard copy data such as invoices, inventory checklists, and other financial documents.

Troubleshooting customers security systems (cameras, network systems, or doorbell connections via Security Trax)

Ensuring that technicians installed the proper equipment for the customers and billed for the accurate products.

Establishing data entry standards by continually updating filing systems to improve data quality.

Customer Service Retention Specialist, NJ September 2020-December 2020 Piscataway,

NJ(Seasonal/Temp)

Altice USA/Optimum

●Provided superb customer service courteously and efficiently.

●Responded immediately and accurately to all billing dispute inquiries.

●Processed new service saved account and rescheduling orders.

●Explained new services and products to existing customers.

●Tabulated and reported on retention effort outcomes.

●Ensure a high level of customer satisfaction through proactive support and active listening.

●Address customer concerns and provide solutions.

●Provide customers with the best bundle package deals for internet, cable, & phone service

●Educate customers on the value of our services.

Central Station Monitoring Operator, NJ July 2019-August 2019 Rutherford, NJ

Monitor America (Temp)

Using a multiple monitor workstation, respond to video analytic generated events.

View & analyze what is seen to determine if an event is routine or if escalation to a higher level is required.

Answer incoming call center telephone traffic and screening callers’ appropriately.

Perform investigative and other tasks as required.

Communicate effectively with internal and external customers. Follow all departmental and company policies and procedures.

Help Desk Support Specialist/Office System Admin, NJ -October 2012-March 2013 Elizabeth, NJ(Part-Time/Temp/ Work-cited)

Perform research and data gathering activities and prepare reports or summaries of information. Prepare or maintain reports or records and other statistical or quantitative data.

Troubleshooting problems (such as helping to reset locked passwords or embedding codes or links to the departments website or Facebook page or troubleshooting office equipment) and maintaining workstation and Websites performance was up to speed or accurate.

Communicates customer feedback to various teams—including technical and marketing departments—to improve the overall customer experience.

Use a personal computer and a variety of office software applications including word processing, email, and file management.

Assist in creating or maintaining the department's web and Facebook pages and use web publishing software to create documents and other web-based resources.

EDUCATION:

RUTGERS UNIVERSITY-Newark

Bachelor of Science, Information Systems Graduated: August 2020

Union County College

Associate in computer information systems &Technology Graduated: May 2016

●GPA 3.5

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