Customer Service Help Desk
Resume:
JAMESNGUYEN
ad4gqw@r.postjobfree.com
Lincolnton, NC 28092
Summary
I believe that I am a great, hardworking employee, who is not afraid to work long hours and continue to "get my hands dirty" to find the solution to the problem. Well -liked by peers, and internal and external clients due to my quick responses, or knowing where to go to get the answers in the situations where i am not certain. I think my nearly 20 years at my current company including multiple different positions has shown my hard work and dedication to the company Trainer by updating training documents and then traveling to the Philippines to help train the team that was replacing my state-side co-workers, I have continued to be a Customer Service liaison in my current position, and have discussions with my counterparts at the help desk team in the Phillippines, and am engaged in a daily team chat with them to provide real-time support to them, when any escalated issues may arise. As well as assisting in various 3rd party vendors with Regulatory, Presidential Escalations, Compliance, Sales, supply and Equipment orders. I honestly have loved my job, and look forward to a new challenge that a new job would bring.
Skills
Operations ManagementBusiness Administration
Process ImprovementTeam Building
Business PlanningInventory Oversight
Experience
Fiserv Brookfield, WI
Supervisor, Client Operations Support 08/2005 - Current
Fiserv Remote, NC
Supervisor Client Servicing Level 1
04/2005 - Current
Provided technical assistance to customers via phone and email support. Troubleshot hardware, software, and network related issues.
Installed and configured computer systems, printers, and other peripherals.
Assisted with the setup of new workstations for employees.
Created user accounts on server systems and ensured proper access rights were granted.
Performed system backups as part of a disaster recovery plan.
Monitored system performance to ensure optimal operation. Solved software application problems in a timely manner.
Maintained inventory records of IT equipment and supplies.
Diagnosed hardware component level failures using testing tools.
Resolved printer errors by troubleshooting network connections or driver issues.
Upgraded existing hardware components as needed to improve system performance.
Deployed new applications according to customer requirements.
Provided end-user training on newly installed software applications.
Conducted research to identify solutions for customer requests.
Documented repair processes and helped streamline procedures for future technical support actions.
Trained users to operate and manage hardware and software.
Identified hardware issues caused by component failures using approved diagnostic tools.
Coordinated with hardware and software vendors to obtain warranty services, external technical support and replacement products. Utilized password reset utility to unlock units with BIOS password locks.
Troubleshot devices to identify and solve issues with hardware or software performance.
Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
Applied corrective hardware solutions as problems arose and provided end-user training to enhance operations.
Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
Performed functionality testing on various systems and applications to confirm suspected faults and malfunctions.
Conducted routine maintenance on servers and systems, keeping networks fully operational during peak periods.
Diagnosed and determined system issues to route for repair.
Monitored, tracked and documented service support activity to assist future problem resolution.
Maintained positive working relationship with fellow staff and management.
Answered user inquiries to resolve computer software or hardware operation problems.
Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Installed and performed minor repairs to hardware, software or peripheral equipment.
Performed variety of clerical and administrative duties pertaining to on-site support.
Referred major hardware or software problems or defective products to vendors or technicians for service.
Collected, analyzed and reported on data for use in operational planning.
Conferred with staff, users and management to establish requirements for new systems or modifications.
Entered commands and observed system functioning to verify correct operations and detect errors.
I have been at Fiserv for nearly 20 years, where I have served as a hard working, determined associate, who is very reliable, rarely, if ever take days off (despite me having unlimited R&R), and even spent a small amount of Prior to this, i was always considered to be an SME in the Walk-In /Biller division, and even acted as a trainer in helping transition the Customer Serivec help desk overseas to the Phillippines. I assisted in continuing to document and update any training documents over to the call Center team in the Phillippines and was even fortunate enough to go over and help train them
CallTech Columbus, OH
CallTech Communications
06/1998 - 05/2005
for 2 weeks.
I am self-motivated, but also enjoy working with others on any needed team projects, and was often a go to for the other departments in Walk-In Bill Pay, due to my knowledge and willingness to do whatever it took to find the answer. Teams such as Product/Development, Compliance, sales managers Presidential Unit, etc. Essentially anyone that needed assistance from my department would come to me for assistance, due to my desire to always try and find the best solution and going above and beyond my normal roles, to find the best solution for the problem. extremely dedicated and always commit to long days and weekends, despite my current job being a 9-5 Mon-Fri job. This often gets me in trouble with my wife for always working, even early in the day or late at night and on weekends.
At Call Tech, now under TelePerformance, i worked there for about 10 years, prior to moving to Fiserv for nearly 20 years now.
At TelePerformance(formerly called Call Tech I was an IT and customer service associate and was even part of our Ohio Department of Tourism Customer Service team.
Education and Training
South High School Columbus, OH
High School Diploma
06/1997
Referrals
Lance Sawicki
Manager, Agent Channell Business Services, Fiserv for 10 + years
2012 - 2023
Luis Gonzalez
Technical Account Manager,
Agent Channell Business Support
Fiserv for 10 + years
2012 - 2023
Cesar Carranza
Tech Support -Agent Channell Business Support
Fiserv for 10 + years
2012 - 2023
Contact this candidate