Customer Service It Support

THERESA L. WEISS

Denton, Texas 972-***-**** *********@*****.*** www.linkedin.com/in/theresalweiss

Recent graduate of an intensive IT program focused on developing skills in technical support by obtaining the Google IT Support Professional certificate. 15+ years of experience in IT roles have led to developed skills in software installation, customer service, and client management.

RELEVANT SKILLS

Microsoft Office 365 • Technical Support & Troubleshooting • Ticketing System

User Training & Support • Operating Systems Installation • Software Installation & Configuration

Customer Service • Acute Attention to Detail • Team Leadership • Analytical Thinker

EDUCATION

Merit America 07/2021

Google IT Support Professional Certificate

●Skill development includes troubleshooting, customer service, networking, operating systems, systems administration, and security — all the fundamentals of IT support that are critical for success in the workplace; aligns with the objectives covered by the newly updated CompTIA A+ certification

Additional Skill Development

●Completed hands-on coursework covering Microsoft 365, Excel, Windows 10, ServiceNow ticketing system, fundamental cloud concepts, and PC maintenance and performance

Bachelors of Arts in Psychology, Minors in Business and Biology 05/1991

Southern Methodist University, Dallas, Texas

RELEVANT PROFESSIONAL EXPERIENCE

Customer Representative, CS&S • Southwest Airlines, Dallas, Texas 02/2022 - Present

●Delivers Legendary Customer Service to the traveling public by determining their needs and providing information regarding fares, schedules, flights and availability.

●Utilizes proprietary software applications to establish reservations, maintain accounts and research data.

●Demonstrates excellent judgment and decision making skills.

●Maintains a professional demeanor and pleasant attitude at all times.

●Uses knowledge of software applications to troubleshoot and resolve customer issues.

Software Support Representative, eSolutions • Tyler Technologies, Plano, Texas 06/2021 - 02/2022

●Provided inbound phone, chat or email software support to resolve client inquiries and problems effectively and efficiently.

●Determined the urgency of issues for each client and their placement in the prioritization of issues for their entire group of assigned clients.

●Resolved issues of moderate complexity utilizing knowledge of established guidelines, company policies, and contract specifications.

●Accurately recorded all details and progress in incident tracking system(s).

Public Safety Dispatcher • City of Denton, Denton, Texas 07/2017 - 12/2017

●Triaged high pressure, time sensitive 911 emergency calls while deescalating callers and documenting their issues in the computer database.

●Dispatched police, fire and emergency medical services in a timely manner, communicating navigational suggestions and issues updates.

Ramp Systems Manager • DFW International Airport, DFW Airport, Texas 08/2007 - 10/2016

●Installed, configured and supported Autodocking Hardware and Software for airport terminals.

●Oversaw the integration of a new Baggage Reconciliation System which increased baggage handling efficiency by 50%

●Developed a database that automatically compared employee information with the TSA No Fly List saving countless manual hours, and increasing accuracy.

●Managed upgrade to Baggage Handling Systems in multiple terminals which resulted in fewer delays

Desktop Software Trainer • DFW International Airport, DFW Airport, Texas 05/1999 – 08/2007

●Spearheaded the flagship training program on the Microsoft Office Suite of Tools and administered training to 1500 employees.

●Provided Tier 2 and Tier 3 IT helpdesk support, resolving escalated and complex issues in a timely manner.

●Trained over 2500 students in the use of Microsoft Office Suite.

●Authored software manuals for in-house built software

Installation Coordinator • Electronic Healthcare Systems, Birmingham, Alabama 12/1997 – 05/1999

●Implemented, maintained and supported new hardware and proprietary software

●Traveled to end user site and trained the staff

●Developed and supported SQL and Oracle databases

●Improved efficiency and reporting capabilities by transforming manual tasks to digital processes.

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