Customer Service Technical Support

Rene Mercado

Pomona, CA *****

Email: ad5ejv@r.postjobfree.com

Cell: 840-***-****

I am a hardworking, motivated professional, with strong organizational, customer service, and communication skills. Experienced in identifying and resolving customer issues, communicating, and documenting the solution, and resolving the problem in a timely manner. Able to work with moderate supervision and strive to collaborate with team members for an optimal outcome. Strong desire to provide quality customer service, while contributing to the company’s growth. I am looking for a stimulating position in a supportive team where I can continue to exercise and develop my skills.

Professional Experience:

Apex -Optum

IT- Service Desk

12/2022- Still employed.

Providing technical support: Assisting users with troubleshooting and resolving technical issues related to hardware, software, network connectivity, and other IT-related problems.

Responding to user inquiries: Addressing user inquiries and providing timely and effective solutions or escalating issues to the appropriate teams for further assistance.

Logging and documenting incidents: Recording and maintaining detailed and accurate records of user interactions, issues, and resolutions in a help desk ticketing system.

Remote assistance: Utilizing remote access tools to provide remote support to end-users, guiding them through the troubleshooting process, and resolving issues remotely.

User training and guidance: Assisting users in understanding and utilizing various software applications, systems, and technologies by providing training, guidance, and documentation.

Incident management: Following established processes and procedures for incident management, including incident identification, prioritization, resolution, and communication.

Collaboration with IT teams: Collaborating with other IT teams, such as network administrators, system administrators, and application developers, to resolve complex technical issues and provide a seamless user experience.

Maintaining knowledge base: Updating and expanding the help desk knowledge base by creating and maintaining documentation, FAQs, and user guides to facilitate self-service support.

Monitoring and reporting: Monitoring system performance, identifying trends, and generating reports to help identify areas for improvement and provide insights on recurring issues.

Customer service: Providing excellent customer service by ensuring a positive and professional interaction with users, demonstrating empathy, patience, and effective communication skills.

Charter Spectrum

Technical Support

11/2021 – 11/2022

Performed basic Helpdesk, Desktop and Networking support, working with Windows Operating Systems, OS error conditions, IPConfig Command, Active Directory, DHCP, DNS and Group policy.

Handled deployment of new PC hardware, conducting troubleshooting and repairs as needed.

Assisted customers with upgrading Windows, PC updates, and installing apps from the app store.

Planful

Technical Support Engineer

04/2016 – 10/2021

Operated in a Technical Support an SSO administrator capacity, responsible for creating documentation on how to configure SSO for multiple vendors in Okta, ADFS, Azure, and One ping.

Tasked with adding users to view specific applications and configuring each users’ individual permissions.

Worked with valued customers to provide world class solutions and best practices to meet their requirements.

Continuously enhance knowledge and skills in the areas of problem solving, effective communication, Planful product functionality, accounting, and planning.

Support Planful Enterprise Performance Management Software Suite in the areas of budgeting & planning, financial consolidations, Modelling, financial reporting, scorecard, and dashboards.

Create Documentation and Data Entry items for all resolutions.

Intuit Payroll Services

Call Center/Customer Service Representative 10/2013 – 03/2016

Prepared/processed all year-end reports, input all new hire, and processed terminations via our system.

Prepared company tax deposits, and reports insuring they are made ready for payment by company.

Managed escalation line to ensure urgent tax issues are resolved in a timely manner by creating/assigning cases to tax specialist, and or resolving the issue myself.

Preparing and accurately filing taxes by due date. meeting metrics and productivity.

Payroll Customer Service Representative

Expertly utilized QuickBooks, QuickBooks Online, and Inuit Online Payroll.

Supported customers by troubleshooting software issues, and assisting with general bookkeeping practices

Determined customer eligibility for refunds, extensions, and discounts.

Processed customers for renewals on their existing software.

Diagnosed various issues, and efficiently resolved discrepancies in a timely manner.

Assisted other agents in supporting customers and informing them what process they should use.

Achievements:

Received MVP award for the year, 2 years in a role 2017, and 2018 at Planful.

Exceeded net promoter targets for 8 consecutive quarters, winning the MVP award in 2015 at Intuit.

Served a point of contact for Spanish speaking customers, chosen to address Office of the President escalations.

Promoted to lead agent for the Disaster Recovery Team.

Additional Skills:

Bilingual in Spanish and English

Expert in Microsoft Office, with a focus on Excel

Web and tech savvy, require little to no training

EPM Suite expert

Citrix

Active Directory

VPN configuration

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