Customer Service Support Analyst

SONNY SPRAY

Bakersfield, Ca. 661-***-**** **********@*****.***

Passionate executive with 13 years’ experience, hiring and training team members that meet or exceed all goals set before them. By creating development plans and mentoring, prepared team members to move into more responsible roles within the company. Technology expertise 10+ years, helping people resolve computer and software issues, changed out and tracked hardware that was used within the company. Developed great customer service abilities through listening skills.

WORK EXPERIENCE

Help Desk Support

10/25/2021 to current

NTT Data Contracted to Centene

Remote Support

Working with the Centene help desk I have received calls from all of the United States, Philippines and India. I had to learn to talk to people to fit the situation and their personality. I learned to become more of an active listener to find what the issues the customer is having and how to address these issues. Being level 1 support, it was expected to solve most calls on that first call. Using ServiceNow I would transfer calls I could not solve to the group that could resolve the issue. I used active directory to reset passwords, to reactivate accounts that have been blocked, and to check access of the accounts. I would trouble shoot software issues, install new software and remove older software. I would walk the customer through hardware trouble shooting. install of new hardware, the recovery of older hardware, and how to order replacement hardware when needed. I would also help with cellular devices, setup cell phone, wiped and help reset passcodes. Recover contacts and help with adding programs to cell phone. Also helped with verification program (Duo Mobile) issues including reactivating accounts, unblocking accounts, adding and subtrack9ing pho es num er to accounts. Providing bypass codes when needed, deleting account as needed. Then completing other task as they are assigned to me.

Deskside Support Analyst

09/2012 to 12/2020

US Computer

Bakersfield, Ca.

I was the point of contact for five main office sites, three remote sites, fifteen water, oil and COGEN plants, and several oil and workover rigs that would be in the field at any given time. This would be about 1100 hundred people that I would be available to help. I used Remedy for the first six years, tracking the tickets that came into my area. We then changed to ServiceNow, I used ServiceNow to track tickets and to track inventory. I closed 50 tickets a week using these ticket systems. I would help customers with their personal computer issues, I would replace damaged components like mice, keyboards, monitors, and even cables. I would also replace outdated and damaged computers

as needed. This also included software issues, installing new software, deleting older software, and gain access software programs when needed. I would be asked from time to time to help the network team by replacing a server, checking the connections on a server, ping a server to gather IP information, and to remove a server. I would reimage and download required programs for new users coming into the business unit, I would also setup the workstation for the new user. I setup printers mostly for the oil and workover rigs, I would trouble shoot printers in the main office and plants. This included following up with printer companies on warrant issue for the printers. I would educate end users on basic computer functions and minor trouble shooting.

Mail Room / Fleet Coordinator.

02/2008 to 09/2012

Pitney Bowes

Fellow, Ca

To sort mail and deliver packages to the proper people. Resupply office supplies, order office supplies, and maintain supply and postage budgets. Over saw work fleet, assigned vehicles as necessary, ensured preventive maintenance was done, had reserved vehicles ready for use in needed, and made sure tags and lienee where up to date.

Executive Team Leader

04/1995 to 05/2007

Target

Bakersfield, Ca

To hire, develop, and growth of the team. Achieve goals set for the team within, budget, inventory, and sales. Ensure the safe running of day-to-day business, to find the root cause of any issue that arises with safety, customer complaints, and team member conflict

SKILLS

Customer Service - 10+ years Technical Support- 10+ years

General Trouble Shooting - 10+ years Active Directory 3+ years

Computer Hardware Window 10 3 + years installation/troubleshooting- 10+ years Software installation/Troubleshooting 10+ years VM Ware 3+ years

Microsoft Suite - 8 years Networking 3+ years

Reimaging Computers - 8 years SQL 3+ years

EDUCATION

University of Phoenix

Bachelor's

Information Technology

Bakersfield, Ca,

09/2009 to 11/2013

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