Customer Service Technical Support

Nelida Hernandez

************@*****.***

Home Address Cellular 915-***-****

**** ******* ** ** ****, TX, 79907

OBJECTIVE

To obtain a position within a customer service technical field utilizing my skills in conflict resolution and practical decision making, and my ability to identify and provide first call resolution. I want to be part of the success in an environment of growth and excellence.

EDUCATION

Bel Air High School El Paso, Texas

Western Technical Institute

Associates in Computer Science September 2002

SELECTED COURSEWORK

Introduction to customer service and technical support. Networking and minor logic and programming.

SKILLS

Communication

•Six Sigma Certification

•Proficient at written and oral comprehension and expression

•Strong social perceptiveness through working with a variety of people

•Seven years of technical support experience

•Strong communication skills

•Computer Technical knowledge and skills

•Proven analytical, technical, and problem-solving skills

•Ability to master information quickly

•Problem solving skills

•Determination

•Critical thinking skills

•Multi-tasking

LANGUAGES

English

Spanish

COMPUTER SKILLS

Proficient in a variety of computer systems and software, including:

Internet Explorer, Chrome, Firefox, Windows 7, Windows 8.1, Windows 10, Macintosh, Safari, Windows 2000, Microsoft Outlook and various Email Clients, Excel

PROFESSIONAL CHRONOLOGY

TTEC

October 2022 – May 2024

Customer Service Representative

Provided Customer Service for TxTag. I would take inbound calls and assist with toll road assistance and payments.

HGS

October 2021 – October 2022

Customer Service Representative

Provided Customer Service for American Express Credit Card. I would take inbound calls and assist with any concerns with customer’s credit card accounts.

Genpact

August 2017 – December 2019

Level 2 Tech

Technical support for the Richardson Facility. Provided Level 2 Floor support and assist Level 1 with IT issues. Assisted Networking team with installing new devices and give console access. Much of my work was also done remotely as some users lived in other parts of the country. I was a Dedicated Support Specialist.

Telenetwork

April 2011 – January 2016

Technician

I took inbound calls for various Internet Service Providers. I did basic troubleshooting. Sometimes, it was necessary to fix an issue by remote help. Besides taking calls, I was in charge of assisting with Level Two support to my team. I had to take and resolve supervisor escalations.

Diamond Shamrock

August 1998 – March 2001

Assistant Manager

Assistant manager of a team of six employees, cashier, receiving clerk, stocker, deposits, and customer service. Sending accounting reports and time sheets and being responsible for schedules.

Extracurricular Activities

Researching about Networking

Additional references and transcripts upon request.

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