Support Representative Customer Service

Profile

Highly educated, experienced and certified information technology professional with years of proficiency in customer experience support management, Sales, and support of computing and network solutions to individuals and business clients.

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Skills and Experience

Broad knowledge and expertise in operations leadership, systems design, integration, networking, sales and management

Addressed customer product sales solution request on a per need/request basis

Service oriented attitude.

Experience as a Project manager in multiple areas of focus.

Trained in and Understand the Information Technology Infrastructure Library (ITIL) and System Development Life Cycle (SDLC) processes.

Experience writing technical documents and document management.

Ability to communicate in writing professionally and effectively.

Able to troubleshoot and work with additional tiers of support.

Extensive customer Experience and sales experience in call center and Retail settings

Success identifying and resolving technical issues involving hardware, software, and network configurations for diverse systems

Experience in all phases of the construction industry; familiar with dimension lumber, panel products and other building materials.

Experience reading and/or editing blueprint plans.

Skilled at implementing NIST Risk Management Framework (RMF) to assess test system security categorization and identify applicable security controls

Outstanding interpersonal and communication strengths leveraged to troubleshoot system issues and ensure total client satisfaction

QuickBooks and Microsoft Office products including Word, Excel, PowerPoint, Visio, MS Project, & Outlook.

Able to develop and maintain critical working relationships within the company and with customers.

Able to work well with people from many different disciplines and varying degrees of technical experience.

Able to work independently with a minimum of supervision.

Able to participate as a team player.

Possess excellent judgment and a strong willingness to learn.

Work independently or as part of a team to ensure exceptional customer satisfaction.

Contribute to a friendly and supportive work environment.

Education:

(2017) Concordia Saint-Paul University, Online, Saint-Paul, MN

oGraduate Certificate in Cyber Risk Management (CRM) (CCRMP)

(2014) ITT Technical Institute, North Las Vegas, NV

oGraduate Associate of Science in Network and Systems Administration

(2010) Colorado Technical University Online, Colorado Springs, CO

oGraduate Associate of General Studies/Business Administration

Certifications & Coursework:

CompTIA Security+ CE 501 COMP001011006384

Microsoft Certified Professional (MCP) #: 7117151

Microsoft Certified Systems Administrator (MCSA) #: 7117151

Microsoft Certified Systems Engineer (MCSE) 2003 + #: 7117151

Certified Ethical Hacker CEHv9 #: ECC40290019758

CompTIA A +, CompTIA Network +

Cisco Certified Entry Networking Technician (CCENT)

Cisco Certified Network Associate (CCNA)

Employment History:

Wells Fargo Credit Card Services Hillsboro, OR 2019–Present

Customer Success Specialist

Provided customer service via phone.

Ability to interact with integrity and a high level of professionalism with all levels of customers, team members and management

Provided customer service either via phone or in person.

Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues.

Reviewed and evaluated knowledge base support articles for resolution of common and critical issues

Utilized Understanding of Cyber security technologies to help mitigate fraud.

EMCO (Electronic Maintenance CO) Hillsboro, OR 2018–2019

Support Desk Analyst

Provided technical help desk support for internal stakeholders, troubleshooting, and resolving issues with malfunctioning operating systems and proprietary business applications

Provided customer service either via phone or in person.

Maintained tracking log, accurately entering issues into tracking software, escalating to level two and three support resources as needed; monitored system backup solutions

Reviewed and evaluated knowledge base support articles for resolution of common and critical issues

Utilized Understanding of virtualization technologies such as Hyper-V or VMware and applied to daily projects.

Cyber-Recon Richmond, VA 2016–2017

Concordia Coursework Internship

Project manager on general support systems (GSS), Next Generation 9-1-1 (NG9-1-1) projects RMF implementation covering the Identification and Authentication (IA) control family.

Developed NIST (RMF) skillsets and ISCM strategies, prepared security controls traceability matrix (SCTM) for information system and developed systems security plan (SSP)

Functioned in the roles of Information System Security Officer (ISSO), and Information Systems Security Engineer (ISSE).

Assessed customer applications and general support systems (GSS) according to NIST SP800-53A guidelines.

ITT Technical Institute North Las Vegas, NV 2013–2016

Adjunct Instructor on Campus

Taught courses in information technology subjects, including Windows and Linux operating systems, software, programming concepts, and hardware configuration concepts.

Insured that all students were trained in and Understood the Information Technology Infrastructure Library (ITIL) and System Development Life Cycle (SDLC) processes.

Developed and implemented courseware documentation for classroom and lab execution.

Designed effective assessment tools, assessing students based on performance and examinations and providing effective feedback aligned with course objectives and intended outcomes

Provided classroom and laboratory support and content preparation, implementing real-world scenarios to prepare students for job market

Utilized Understanding of virtualization technologies such as Hyper-V or VMware and applied to daily projects.

VIAD/GES (Global Experience Specialists) North Las Vegas, NV 2013–2015

Global Support Desk Analyst

Provided technical help desk support for internal stakeholders, troubleshooting and resolving issues with malfunctioning operating systems and proprietary business applications

Provided customer service either via phone or in person.

Maintained tracking log, accurately entering issues into tracking software, escalating to level two and three support resources as needed; monitored system backup solutions

Reviewed and evaluated knowledge base support articles for resolution of common and critical issues

Utilized Understanding of virtualization technologies such as Hyper-V or VMware and applied to daily projects.

AT & T Mobility North Las Vegas, NV 2004–2009

Customer Service Support Representative

Provided help desk support for level one and two user requests and issues, resolving problems promptly, accurately, and courteously. Followed proper escalation procedures for resource routing.

Provided customer service either via phone or in person.

Maintained call log, entering call issues in help desk tracking software; maintained support manuals

Resolved issues related to phone sales and support and billing.

12/2004 – 2009 Received 100% Customer Satisfaction Awards

12/2005 - 06/2007 Ranked Top 5% in District sales received monthly awards

Achievements & Awards

12/2004 – 2009 100% Customer Satisfaction Award

12/2005 - 06/2007 Ranked Top 5% in District sales

References Available Upon Request

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