Customer Service Help Desk
Resume:
Troy D. Greer
Arlington,Texas 76017
SUMMARY
Senior Customer Service Professional with over 10 years of management and training experience in various fields. Self-employed since 2015, gainfully working in a diverse selection of roles, all drawing from my previous customer service experience.
SKILLS & ABILITIES
•IT Project Coordination, Training, Inventory Control, Hardware Technician
•Data Analysis skills
•Workflow analysis & Problem solving
•Extremely organized and strong critical eye.
•Ability to thrive in fast-paced environments with constantly changing priorities.
•Help Desk support
•Ticket entering, prioritization, tracking and assignment of issues and tasks.
•Defining project scope to contractors; plan implementation
•Point of Sale (POS) Support (implementation, upgrading, imaging systems & troubleshooting)
•Creating documentation and processes for return equipment & repair
EXPERIENCE
Porter, Walnut Creek Apartment, Arlington,Texas
6/01/2023 - Present
Responsible for the upkeep of grounds, amenities, building exteriors and leasing office, parking lots and other community buildings of multi-family residential apartments.
Self-Employed, Contract Work
8/15/2015 - 6/01/23
Started Shawn’s Make-Ready, LLC. an independent commercial and residential cleaning and staging services company, hired by professional realtors the DFW area. Also, self-employed as a professional driver for well-known service companies like Uber and Lyft.
Point of Sale Hardware Analyst GameStop, Grapevine, Texas
8/1/2010 - 7/17/2015
GameStop, is an American video game, consumer electronics, and wireless services retailer. Started as POS Support Contractor then moved into full time POS Hardware Analyst role.
•Ship all POS hardware to stores-anywhere from 50-200 work orders per day • Use work order management software to coordinate with the help desk analyst to fill the POS hardware needs of stores
•Receive hardware (POS terminals, printers, modems, monitors, scanners, routers & switches) from the stores
•Record, track, and receive equipment orders from vendors
•Track, receive, and return warranty equipment from vendors
•Test and diagnose problems of all POS equipment returned to our department.
•Creating documentation and processes for project execution
•Creation, follow through, tracking, and resolution of tickets/work orders using intranet based BMC Express Service Desk for POS and Hardware support; researching of help desk
•IT Project Coordination assigned tasks to contractors
•Training new hires in company processes, systems and procedures
Point of Sale Hardware Analyst Health Markets, North Richland Hills, Texas 3/1/2007 - 9/1/2008
HealthMarkets, In.c. serves the needs of individuals, families and small businesses through our subsidiary insurance agency and insurance companies.
•Accessed/processed new business clients
•Provided quality customer service through verbal communication and written correspondence
•Produced Daily/Weekly/Monthly reporting requirements
•Developed strong communication skills/attention-to-detail/PC skills and multitasking
•Handled heavy outbound calls to doctor’s office about claims
•Negotiated lower cost on services received by clients
•Arranged proposals for company acquisitions
•Developed payment classes and received payments
Customer Service/Collections Balboa Thrift & Loan, Chula Vista, CA 2/18/2003 - 8/15/2006
Balboa Thrift and Loan was organized as a California Industrial Loan Company under the laws of the State of California, providing loans for local individuals.
•Made arrangements to bring all accounts to current status using problem solving and decision making skills.
•Communicated effectively with customers.
•Skip traced customers using the internet and various search engines.
•Ordered and reviewed all credit reports on clients.
•Met and maintained company’s productivity guidelines.
•Interacted with delinquent customers via inbound/outbound calls in a fast-paced environment.
•Explained all available coverage arrangements for payments by keeping up with the current trends within the industry.
•Exceeded monthly production goals. EDUCATION
James Madison High School, Norcross, GA. Honor Student
TECHNICAL SKILLS
Tivoli, Smartsheet PM tools, BMC Express Service Desk, Cherwell Ticketing System, Clarity, Citrix, Trello, MS Office with use of Excel, Word, PowerPoint, Active Directory, Exchange, SCCM (System Center Configuration Manager), SharePoint, Google Docs.
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