Customer Service Technical Support

PRROFESSIONAL SUMMARY

A highly accomplished and result-oriented business professional with expertise in providing comprehensive operations and technical support to end- users, with a strong ability to work in a team setting. Detail-oriented individual with proficient analytical and logical troubleshooting skills, with the ability to gather, assemble, and analyze information to draw logical conclusions. Able to assess and recommend solutions that facilitate business processes. Highly organized in developing and implementing best practices, processes, and procedures that drive performance. A focused individual who excels at prioritizing, completing multiple tasks simultaneously, and following through to achieve project goals. Looking for an opportunity in a dynamic organization where my experience and knowledge will be fully utilized.

AREAS OF EXPERTISE

•Ability to work independently

•Critical Thinking

•Time Management

•Data Analytics

•Windows and macOS Proficiency

•Microsoft 365 Exchange

•Office 365 suites & mobile apps

•Abode PDF/ OneNote

•Windows 10 and Windows 11

• Bomgar/Microsoft Teams/Zoom

•Citrix/Vex Virtual Desktop

•Okta/ Navigator/ VCC/ CRM/ NICE

•ServiceNow / Avaya/ IRIS/ Jabber

•SharePoint / Workday

•Salesforce / Lexus Nexus

Multi-tasking

Network Setup and Maintenance

Network Internet\Wi-Fi\ Ethernet

Troubleshooting

Team Collaboration

Technical Support

Network Printers, Lexmark MFD printers

Various home and Wi-Fi printers

Desktops and Laptops

Mobile Device Support

Apple iOS activation, Apple Pay

Strong written & verbal communication

Negotiator

Roost Cause Analytics

Training & Development

Operations Management

Detailed Oriented, & Efficient

Strong Work Ethic

Customer Service

Results Driven

Human Resources

Payroll & Accounting

Compliance

Strategic Planning

Identity and Access Management

Research & Development

Marketing

Auditing

Documenting & Reporting

State of Florida Notary

AREAS OF KNOWLEDGE

Governance, Risk Management, Compliance regulations (GRC)

Data Protection & Privacy Legislation General Data Protection Regulation (GDPR)

Payment Card Industry Data Security Standard (PSC DSS)

The Health Insurance Portability and Accountability Act (HIPPA)

Procurement

Cybersecurity

intrusion detection system (IDS) software, Splunk

Application Security

Risk Assessment

Vulnerability Assessment

ISO/ IEC 27001 and NIST Risk Management Framework (RMF)

ChatGPT Open AI

Sam.gov

National Institute for Standards and Technology (NIST)SP 800-37,800-53

TCP/IP. Firewall, VPNs, file permissions, cybersecurity auditing.

Linux, SQL, Python, and Windows operating systems, network analysis

Incident Response Detection and Vulnerability assessment

Unison Marketplace

PROFESSIONAL EXPERIENCE

Perform clerical audit functions according to federal and state real estate laws and regulations.

Research various issues and report exceptions for Corporate Trust clients to ensure client satisfaction, quality control, and compliance with custodial agreements. Able to assess and recommend solutions that facilitate business processes.

Collaborate with cross-functional teams to address and resolve document chain of command.

Review loans (or collateral) documents, handle files processing and work with external/internal clients and contacts to determine the source of any issues.

Assisted Intuit Turbo Tax callers with all IT needs while maintaining a strong focus on customer satisfaction.

Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or provide technical assistance and support. Assist in the documentation of standard operating procedures (SOPs).

Collaborate with cross-functional teams to address and resolve complex technical issues and escalate, when necessary, trouble tickets to the appropriate tiers with ServiceNow.

Read and refer clients to research IRS guidelines to resolve inquiries regarding system error messages.

Actively seeking feedback to improve service delivery, by properly diagnosing, resolving or documenting, and routing request.

Specialize in acting authorized representative for businesses to examine identification documents for their I-9 remote new hires; per US Citizenship and Immigration Services (USCIS) requirements and immigration Forms Specialist.

Owner of digital certificate and electronic seal through IdenTrust, for on-line and remote notarizations.

Assist mortgage and title companies with closing on loan signing documents, assist settlement companies with payments.

Received over 135 Google 5-star review ratings from clients while maintaining error free status.

Developed Monthly Newsletters providing training materials and procedures for Best Practices, member of the National Notary Association (NNA) since 2019.

Offer back-office operations support to resolve member issues authenticated escalated calls from commercial and government customers that cannot be rectified at the point of contact. Provide active listening to identify root causes.

Acknowledge concerns to provide resolution, while educating customers about their account.

Setup cases and assign out in ServiceNow and Salesforce for the Client Advocacy Team (CAT), Research & Resolution (R&R), Intergalactic R& R, and the Pharmacy Advocacy Team (PHAT).

Exceeded performance metrics for quality and MCR’s to become team quality champion.

Review doctor prior authorizations and dosage amounts to provide additional information about medication received.

Supported team and site by development and implementing Best Practices JAX Swag Challenge, which gained recognition from senior leadership for maintaining the top 3 position in the JAX site for exceeding all performance metrics for quality.

Became Culture Ambassador and Jacksonville Engagement Ambassador in spring 2017, and the Welcome to Optum Ambassador for new hires since 2015. Due to performance was promoted to case administrator.

Citibank’s’ one-stop hub to complete all inbound VIP calls and business credit card accounts. Authenticated in-bound fraud calls per database alerts to ensure customer privacy and confidentiality governed by the rules and regulations of the banking industry ensuring the safety and security of VIP accounts avoid identity theft account takeovers

Applying fraud detection software and analyzing customer behavior, transactions, and history, while making judgements based on anti-money laundering policy and procedures, research in Lexus Nexus changes for verification.

Reviewed and confirmed account activity, apply travel notifications, add additional card holders, apply payments, block credit cards and transactions. Begin credit increase application process while offering additional bank products.

Resolved problems related to potential fraudulent credit card applications through investigative questioning, resolved escalated customer concerns via telephone, email, & faxed communications.

Achieved promotion to Fraud Analyst for overall performance by collaborating with other teams to gain additional perspectives and insight while sharing my Best Practices.

Oversaw a team of twenty-five tax professionals at the Normandy and Roosevelt office locations, maintaining the confidentiality and integrity of proprietary information of customers information.

During the off season instruct tax professionals in H&R Block IRS Basic Tax Course 1040 and 1040EZ. Research and assist clients with IRS audits following regulations.

Gather data on competitors and analyze their prices, sales, and method of marketing and distribution

Identify opportunities and develop a marketing strategy, in a diverse multi-cultural population, throughout the communities, increasing profit margins during that year by 33%.

Create educational and sales events within targeted population. I applied a holistic approach and increased employee communication that shared Best Practices and spotlight employees on a district level to ensure a successful event.

Directing a team of thirty office managers focused on maximizing productivity by serving as the liaison for non-profit and business partnerships to develop new relationships with the Jacksonville Naval Base and the Jacksonville Chamber of Commerce, City Rescue Mission. AARP and department of Veterans Affairs.

CERTIFICATIONS & EDUCATION

Google Cybersecurity Certification 08/ 2023

CISA Certification – Certified Information System Auditor Pursing

State of Florida Commission Notary Since 2020

Bachelor's Degree Business Management, University of North Florida Incomplete

Associates of Arts Degree Business Administration, Miami Dade College 05 / 2006

REFERENCES AVAILABLE UPON REQUEST

Itzel Maria Bennett

Cybersecurity Analyst/ Operations Manager

P. O. Box 441051 Jacksonville, FL 32222 Phone: 904-***-****

Email: ************@*****.*** Website: www.trust4change.com

LinkedIn Profile: www.linkedin.com/in/itzelbennett

H & R Block Tax and Financial Services 05/ 2007- 04/ 2011

Office Manager (Normandy & Roosevelt Locations)

Community Relations Manager

Miami FL and Jacksonville, FL 32210

Contact this candidate