MS

MERCEDES SANCHEZ

ado3v7@r.postjobfree.com 210-***-**** Von Ormy, TX 78073

Motivated Help Desk Analyst with going on 2 years of success providing technical support to customers by phone, email and web-based chat. Talented at resolving technical problems by carefully listening to customers and conducting appropriate research to develop solutions. Meticulous in recording information so teammates have clear understanding of the issue and steps for resolution. Computer maintenance

Technical Troubleshooting

Service desk support

Call center experience

Software and hardware assistance

Interpersonal skills

Data gathering

Experience in leadership

Microsoft Office

People skills

Frost Bank San Antonio, TX

Help Desk Analyst

01/2020 - Current

Installed, modified and repaired software and hardware to resolve technical issues.

Conducted in-depth product and issue resolution research to address customer concerns.

Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.

Developed and tested new product offerings prior to release to assist development team in bug identification.

Trained and supported end-users with software, hardware and network standards and use processes.

Provided Tier 1 IT support to non-technical internal users through desk side support services.

Logged support tickets and closed when issues were resolved. Prepared references for users by writing clear operating instructions.

Managed customers' expectations of support and technology functionality in order to provide positive user experience. Identified and solved technical issues using variety of diagnostic tools and tactics.

Frost Bank San Antonio, TX Checked amount details and fraud markers for transaction papers Summary

Skills

Experience

Telephone Customer Service

Representative

09/2017 - 12/2019

such as checks and money orders.

Executed customer transactions, including deposits, withdrawals, money orders and checks.

Identified sales opportunities and referred customers to branch partners in financial services.

Completed special procedures for customers such as ordering new checks, stopping payments or investigating identity theft. Answered telephone inquiries on banking products including checking, savings, loans and lines of credit.

Assisted customers with seĴing up or closing accounts, completing loan applications and signing up for new services. Provided high-level customer service through friendly approach, strong professionalism and timely assistance with customer transactions.

Organized and removed online banking files no longer in use. Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.

54th Street Inc. San Antonio, TX

Server Trainer

08/2012 - 01/2017

Maintained high standards of food quality by reviewing shipments, overseeing preparation and monitoring food safety. Protected business, team members and customers by monitoring alcohol consumption and keeping operation in line with legal service requirements.

Created, updated and implemented training plans in collaboration with restaurant management.

Collected credit card, cash and gift certificate payments and dispensed change for cash transactions.

Taught servers to memorize menu ingredients and provide information on preparation methods.

Palo Alto College San Antonio, TX

Associate of Science in Criminal Justice

08/2020

Texas A&m University- San Antonio, TX San Antonio, TX Bachelor of Science in Major Criminal Justice /Minor Computer Science Expected in 12/2022

San Antonio Fatherhood campaign (January 2019- May 2019) Cheer Coach Volunteer for Somerset Fighting Bulldogs (August 2019- January 2020) Photographer for Somerset Fighting Bulldogs (August 2019-January 2020) Leader for Future Farmers of America (2019)

Promise land ministry 3-4 year old teacher. ( Every Sunday January 2016-November2019) Education and Training

Volunteer work

Leader of Young Adult at Bethel Church ( 2017-2019) Promise land ministry worship leader ( 2016-2019)

Last chance ministry photographer (2021- current)

Last chance ministry leader for Gods Girls (2021-current)

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