Tech Support Call Center

KATHERINE M. DINES

*** ********** ***, ******, ***** 75126

Cell 214-***-**** ****************@*****.***

EDUCATION

Apollo College, Phoenix, Arizona October 2002

A.A.S Degree in Network & Database Administration

TECHNICAL SKILLS

Windows 3.1/95/98/NT/ME/XP/Vista

Windows 2000 Pro, Server, win 7, win10

Wireless/ Networking

Solaris 8 UNIX

Linux Red Hat 7.2

Microsoft Office XP/2000/2003/2007/2010/2013

MS Word/Access/Excel/PowerPoint

Network Administration/EDGE

Windows Active Directory

Outlook Mail, Vista Mail, Mac Mail

Dispatching, load optimization, route planning

Input MTD and YTD accounting expenses into excel

EXPERIENCE

Performed PC management/maintenance/repair for a personal computer.

Work in EDGE, and dispatch to find out where the tech is and to provide status to the customers.

Provided hands-on experience in rebuilding computers, trouble shooting, reconfiguring data, partitioning & formatting hard drives, and installing new Operating Systems.

Dispatching, utilized, managed, and secured new load applications to facilitate cargo for multiple drivers.

Negotiate rates based on the market and lanes across the United States.

Managed invoices, payable and receivable, Expense reporting for account MTD and YTD.

PROFESSIONAL EXPERIENCE

Bizi Bee Express, LLC 02/22-Present

Forney, Tx

Owner of Bizi Bee

Dispatching

Negotiate rates based on market and lanes across the United States.

In and Outbound Calls

Contract Onboarding packets

Accounting/Billing Invoicing

Input monthly receipt, collecting accounting data for MTD and YTD spending for my company.

Asset Management and Maintenance planning

Taz Trucking, LLC 04/20-10/21

Rockwall, Tx

In and outbound calls

Co- owner

Dispatching

Negotiate rates based on market and lanes across the United States.

Contract onboarding packets

Accounting/billing invoicing

Input monthly receipt, collecting accounting data for MTD and YTD spending for our company.

Asset management and maintenance planning

AT&T, Richardson, Texas 01/11-04/19

Multiple roles in present title:

Tier 2 Customer and Tech support

Inbound and outbound Tech support, call center

Utilize EDGE Dashboard to determine tech status and review work completion notes

Partner with Dispatch for tech status and appointment override approvals

Work with field techs to resolve customers issues and advised actions needed for complex issues

Engage multiple departments through SmartChat to ensure swift issue resolutions for customer issues that I could not resolve myself

Maintain daily tickets in CRM to log activity and case resolutions

Follow up with customers upon ticket completion ensure all service issues are resolved

UARC Team

Provide inbound and outbound Tech support

Assist internal Agents and Techs via SmartChat to resolve customer issues

Coordinate with Techs to activate ONT Card replacements

Provide escalation assistance with U-verse NOC with advance K and LT network card troubleshooting and resets

Utilize EDGE Dashboard to determine tech status and review work completion notes

Partner with Dispatch for tech status and appointment override approvals

Partnered with NOC for back end troubleshooting to resolve multi-customer issues.

Created orders for POTS port transfers to AT&T

GIGA-Power launch support, assisted with converting customers back end network configurations (BPON to GPON)

Yahoo Team

Responsible for resolving inbound Yahoo escalations

Utilized back end support tools to manage customers email accounts and password resets

Collaborated with Yahoo SPOC to resolve complex issues to resolution

Worked on daily Yahoo tickets, in completing and resolving them in a timely matter

Supervisor of Escalations

Supervisor of escalations for issues escalated from customer care

Backup Manager as needed, duties include nightly report summaries for outstanding, completed, and total daily volumes

Partner with Dispatch for tech status and appointment override approvals

De-escalate upset customers by empathizing with their experience and own their resolutions

Handle inbound calls for customer’s requesting a manager

Follow up with customers upon ticket completion ensure all service issues are resolved

Plus Group, Inc Mesa, Arizona 04/08-01/11

AT&T U-Verse

Help Desk

Provided inbound help desk support

Assisted customers with their Computers, Television and Voice over internet phones

Dispatched field techs

Performed many tests to ensure customers lines were passing

Special projects

Assisted technicians in the field with installs

Hobbies Interest:

Avid Baker, who enjoys vacationing and free time with my grandchildren and family.

Word Perfect 6.1

Lotus/Q Basic/Word/Note Pad

Imaging/System Backups

Database Administration

SQL Server/Smart Chat

Troubleshooting

LAN/WAN/FTTP/IP-DSL

TCP/IP

DOS/ALU/Cisco VPN/RSA

PC Maintenance/Repair/Installation

People Soft / Clarify

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