Customer Service Technical Support

ANGELIQUE D. JAMES

Albuquerque, NM *********.*******@*****.***

505-***-**** http://www.linkedin.com/in/angeliquejames82 SUMMARY

Aspiring software developer with active security clearance, demonstrating strong leadership, communication, organizational, and interpersonal skills developed through over 16 years of experience in technical support and customer service. Highly adaptable to fast-paced environments, with proven ability to train and mentor colleagues. Eager to contribute to a dynamic, collaborative team within an Agile framework while pursuing new challenges and professional growth opportunities. SKILLS

Technical experience:

Windows OS, ServiceNow,

Maximo, SQL Developer,

Visual Studio, Report Builder

Currently studying:

Microsoft Certified: PowerBI

Recently reviewed:

PowerBI

PROFESSIONAL EXPERIENCE

Encantado Technical Solutions/Edgewater Federal Solutions/Sandia National Laboratories, Albuquerque, NM

Computer Systems Analyst I, Primary Standards Laboratory (PSL), 10/2024 – Present

● Same duties as the Application Engineer I.

● Manage Service Request tickets and work orders for calibration through Maximo ticketing system.

● Report building and creation using SQL Developer, Visual Studio, Report Builder, and Excel.

● Corrects and maintains database discrepancy.

● Troubleshooting/completion of assigned work orders within the ServiceNow ticketing system.

● Maintains Check-in/Pick-up of assets as PSL Customer Service. Application Engineer I, Primary Standards Laboratory (PSL), 04/2023 – 10/2024

● Process Service Request tickets, work orders, and updated Maximo database.

● Report building with SQL query.

● Maintained emails and requests from a department entity account.

● Maintained Check-in/Pick-up of assets as PSL Customer Service.

*Achievement: Received “Thunderbird Kudos” in October and November. Service Help Desk Representative, CCHD, 03/2022 – 04/2023

● Remote troubleshooting and resolution for inbound calls and chats within SmartIT ticketing system.

● Provided remote support for inbound tickets through Bomgar tool.

● Supported multiple users simultaneously with ongoing cases consecutively.

*Achievement: Knowledge-Centered Service (KCS) Coach for pilot KCS Program. Fidelity TalentSource / Fidelity Investments, Albuquerque, NM IT Helpdesk Representative, 12/2019-09/2021

● Remote troubleshooting and resolution for inbound calls within the ServiceNow ticketing system.

● Provided technical support for proprietary Fidelity software specific issues.

*Achievements: Assisted in the support of work from home guidelines during remote work transition. ADC, LTD., Albuquerque, NM

Case Manager, 11/2018-7/2019

● Processed data and documents for security clearance requests to be sent up to an adjudicator.

● Conducted data retrieval from databases and investigators, queue and quality checks with reporting.

*Achievements: Created spreadsheet to track and log progress and completion for new hires. Created mock application for security clearance for training. 1

ANGELIQUE D. JAMES

Albuquerque, NM *********.*******@*****.***

505-***-**** http://www.linkedin.com/in/angeliquejames82 HP Inc., Rio Rancho, NM

Technical Solutions Consultant IV, 10/2011-11/2018

● Remote troubleshooting and resolution for inbound calls within Microsoft Dynamics / CRM ticketing system, both hardware and software support.

● Became a “Data Team” member and performed data analysis of call trends, drivers, troubleshooting, and agent first call resolution using Excel.

● Oversaw supervisory duties of a team of 10 as the Interim Lead for the HP Federal CAPS team.

● Team Subject Matter Expert with specialization in Accidental Damage Protection policy and procedures.

*Achievements: Received multiple “Star Awards.” Developed Excel conversion tool to convert UUIDs of computers to hexadecimal format to simplify resetting the BIOS. Administered floor-wide training within two days for a critical company procedure. PREVIOUS EXPERIENCE

Express Scripts Inc.Pharmacy Technician, 5/2011-8/2011. T-Mobile Wireless, Tier II Technical Support Representative, 10/2009-4/2010. Convergys/AT&T Credits and Activations, Customer Service & Problem Resolution Representative II, 9/2007-10/2009.

Chickasaw Nations Industries, Data Clerk II, 6/2006-6/2007. T-Mobile Wireless, Tier II Technical Support Representative, 5/2005-6/2006. ClientLogic, 9/2002-4/2005.

PeoplePC Saves Coach, 1/2005-4/2005.

PeoplePC Sales Product Specialist, 4/2004-1/2005.

PeoplePC Sales Representative, 4/2003-4/2004.

Mailstation Sales/Customer Service/Technical Support/Helpdesk Representative, 9/2002-4/2003. OfficeMax, Front-end Customer Service Center Cashier, 2001-9/2002. EDUCATION

American Intercontinental University, Schaumburg, IL - Online Bachelor (BSIT) of Science in Information Technology, 2021

*Specialization in Software Analysis and Development

*Graduated with Honors Magna Cum Laude, GPA: 3.79. Central New Mexico Community College, Albuquerque, NM. Associate Degree in Applied Science; Integrated Studies, 2017. Certificate in Health Wellness Public Safety, 2017. CERTIFICATIONS

Python X, Certificate of Achievement, 2022.

CompTIA, IT Fundamentals (ITF+), 2022.

Enthought, Python for Scientists and Engineers, 2022. Python Institute, PCEP – Certified Entry-Level Python Programmer, 2022. 2

Contact this candidate