Customer Service It Support
Resume:
Shreveport, LA *****
***********@*****.***
SUMMARY
As a qualified customer service
professional of 5+ years, with a
background of IT Support, Sales
and management, and Front Desk
services, I guarantee that upon
employment with your company, I
can excel beyond measure. Aside
from having the expertise, I am
dedicated to maintaining a great
work ethic, punctuality, and
professionalism. If you're looking
for a personable employee with a
great attitude and constant
devotion to excel, look no further. I
look forward to endless business
opportunities and i am eager to join
the team.
SKILLS
• IT SUPPORT TIER 1, TIER 2
• General Customer Service
• Service Now
• Outlook
• Sales and Marketing
• Hardware: Desktops
• Systems: Windows
Software: MS Office Suites 2003,
2007, 2010, 2013
•
Experience with: Active Directory,
CISCO
•
•
• Data Entry
• Data Collection
• Scheduling
• Inbound and Outbound Calling
• Consultative Sales
• Paperwork Processing
Shipping and receiving
understanding
•
• Adaptive team player
• Order Fulfillment
Nia Roque
EXPERIENCE
April 2024 - July 2024
CSR Department of Children and Family Services Shreveport, LA January 2024 - March 2024
IT SUPPORT SPECIALIST GDIT Bossier City, Louisiana June 2021 - January 2024
Customer Support Representative and Tier 2 Technician supporting Verizon Alorica Clovis, California
September 2023 - December 2023
CSR Advanced Call Center Technologies LLC Shreveport, LA
• Researched required information using available resources. Ensured compliance with applicable laws and regulations for provision of services.
•
Demonstrated excellent verbal communication skills when interacting with customers.
•
De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
•
• Answered inbound calls, chats and emails to facilitate customer service.
• Create incident tickets for technical issues
• Troubleshoot AEU issue or Escalate to the correct department
• Piv exemption and NE Password Resets
Identifying, evaluating, and prioritizing end-user issues to ensure that inquiries are successfully resolved
•
Responding to incoming service calls and/or to self-service ticketing queues on behalf of our client to provide accurate and appropriate information
•
Utilizing troubleshooting techniques to resolve hardware, software, and network issues
•
Diagnosing, identifying, isolating, and analyzing problems utilizing historical database records
•
• Documenting incident status and solutions in incident database tools
• Ensured all configurations and system services were correct Used Remedy ticketing system to ensure proper documentation of troubleshooting procedures and ticket resolution via ServiceNow
•
Added and removed computers from domain via SCCM and Active Directory
•
• Assisted employees with troubleshooting Citrix domain
• To sell mobile devices, including cell phones, tablets, watches, etc
• Update account information after proper verification
• Assist in the process of warranty claims for damaged devices
• Upsell Internet devices
• Answer all bill / plan inquiry questions.
Managed multiple tasks simultaneously while providing excellent customer service experience.
•
July 2023 - December 2023
HealthCare Rep supporting Kaiser Permanente VXI Shreveport, Lousiana
March 2020 - March 2021
Mortgage Coordinator USAA Shreveport, Louisiana
Provided guidance on product features and benefits as well as troubleshooting techniques.
•
• Validate health insurance
• Update account information for customers and their relatives
• Start loan applications for military members mortgage Notate account with any updates and transfer to appropriate loan processor
•
Update addresses and personal information for customers & their relatives Assisted with helping navigate through app and website
•
EDUCATION AND TRAINING
Expected in May 2025
BUSINESS ADMINISTRATION
COLORADO TECH
TOOLSANDTECHNOLOGIES
Desktops, Windows, MS Office Suites 2003, 2007, 2010, 2013, Active Directory, CISCO, VMware
WORKLOCATION
Shreveport, Louisiana
PERSONAL INFORMATION
Willing To Relocate: No
Contact this candidate