Support Specialist Customer Service
Resume:
John Kunath
San Antonio, TX *****
***********@*****.***
PROFESSIONAL SUMMARY
Customer-oriented, energetic Customer Service/Help Desk Professional dedicated and skilled at troubleshooting and handling member support issues through active listening and problem solving.
Skilled in call center operations, adheres to customer service procedures, customer interface expertise, strong problem-solving aptitude, exceptional workflow management, familiarity with Key Performance Indicators.
EMPLOYMENT
Virtual Support Specialist, ADT LLC 05/22/2023-07/26/2024
As a Virtual Support Specialist, assisted customer with uninstalling and reinstalling various types of sensors, Also assisted with reinstalling ADT and Google products due to ISP changes.
Trained on multiple types of ADT panels.
Cross-trained with Protection 1 systems.
Different type of sensors from Door/Window, Glass-break, motion sensors.
ADT cameras indoor, outdoor and Doorbells.
Google Products from cameras to Google Hub Max and speakers.
Senior IT Analysist, HCL Americas 09/27/2018-11/16/2022
As an IT Service Desk Representative, work with fellow coworkers and colleagues of USAA to resolve software issues. Created incidents via Service Now and utilized other Service Desk tools to resolve issues.
Provide technical support for MSR’s tools such as MSR Portal, Work List and Loss Report.
Provide technical support for desktop machines, Virtual machines, Virtual Laptops and the USAA Fully Loaded laptops.
Limited usage of Active Directory, due to limited permissions from the client.
Network services was only used for Citrix,VeloCloud and VPN usage
Assist new and current coworkers and colleagues with VPN connection and connecting with Citrix to access desktop or virtual machines.
Assisted with tools such as IDCOMM, Xactimate, CCCOne, Recorded Statements, different print services and other multiple other tools necessary to better assist USAA member’s needs.
Senior Technical Support Specialist, Office Ally 11/14-11/17
As an in-bound primary contact, create and foster robust client relationships by understanding client’s business needs so that the company’s service and product platforms are fully realized.
Provide information to potential customers on how to sign-up for products and services; and follow-up on various protocols to guarantee the customer is fully aligned and engaged with the services to guarantee product utilization.
Provide resolution by assisting and navigating through various areas of trouble-shooting Software support for Electronic Health Record (EHR) systems. Trained doctors and other medical professionals how to maximize usage and familiarity with software to include aspects of patient chart management, claims, billing, scheduling, accounting and other information. Used multi-tasking skills to include e-mails, phone calls, trainings & chat handling and other such tasks. Built a rapport with clients and ensured utmost customer satisfaction.
Helpdesk Representative, Bcforward 04/14 –09/14
Provide professional solutions to clients originating from unresolved escalated case issues received via telephone, email or Self Service Portal (SSP).
Technical Support Agent T2, Pace Americas 05/09-03/13
Troubleshoot or configure IPTV, CVOiP, internet services wired/wireless, and VPN configurations, SCCM configurations, SME firewalls, AD setup and DSL via remote access in accordance with AT&T Uverse services.
Assisted the onsite hiring team (Volt and Aerotek) with pre-employment screening processes for potential candidates.
Worked on Special Projects, consisting of floor support, Supervisor escalations, TACRiF Boot Camp and SOS Assurance, WFE trials teams and Connect Tech Beta team.
EDUCATION
Bachelor, Information Technology, American InterContinental University 03/10
Associates, Applied Science, Electronic Technology, Hallmark Institute of Technology 02/96
Communications System/Circuit Controller, US Army Signal Corp 05/92
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