Technical Support & Operations Leader with 17+ Years Experience

ANTOINE H. GRAY

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

PROFESSIONAL SUMMARY

Results-driven professional with 17+ years of progressive experience in technical support, customer service, and operations management. Proven expertise in helpdesk operations, escalation management, and payment processing systems. Demonstrated ability to streamline technical processes, and deliver exceptional customer satisfaction. Proficient in Microsoft Office Suite, imaging systems, billing platforms, and troubleshooting complex technical issues.

PROFESSIONAL EXPERIENCE

Valor Intelligent Processing February 2019 – January 2026

Helpdesk Support March 2021 – January 2026

•Execute hardware replacements and upgrades, including computer monitor installations and peripheral configurations

•Deploy and image laptops for remote workforce, ensuring proper configuration and security protocols for work-from-home agents

•Diagnose and resolve network connectivity issues, reducing downtime and improving operational efficiency

•Provide tier-1 technical support, guiding employees through systematic troubleshooting processes to achieve rapid issue resolution

•Escalate complex technical issues to senior IT personnel with detailed documentation and diagnostic findings

•Maintain comprehensive inventory management system for office equipment and IT assets

Escalations Supervisor January 2019 – March 2021

•Led resolution of high-complexity customer issues for North Texas Toll Authority, ensuring adherence to service level agreements and customer satisfaction targets

•Mentored and coached customer service agents, providing structured guidance and management oversight to optimize problem-solving effectiveness

•Managed multiple concurrent escalated cases, prioritizing based on urgency and customer impact to drive timely resolutions

Etan Industries Dallas, TX July 2008 – October 2018

Research and Banking Specialist

•Developed and generated performance-based incentive reports for customer service agents, supporting productivity tracking and compensation processes

•Conducted quality assurance reviews and payment research audits to identify training opportunities and process improvements

•Maintained proactive client communication channels, providing timely updates and addressing concerns to strengthen business relationships

•Resolved complex payment discrepancies and communicated technical billing issues to subscribers in clear, accessible language

•Designed and maintained Microsoft Excel-based payment processing spreadsheets, automating workflows and improving data accuracy

•Delivered comprehensive daily status reports to clients via email, ensuring transparency and accountability

Bank of America Plano, TX July 2010 – December 2012

Mortgage Service Specialist

•Analyzed and communicated loan modification status to borrowers, ensuring compliance with federal lending guidelines

•Processed mortgage payments and performed transaction analysis to identify and resolve payment discrepancies

•Delivered comprehensive account support to borrowers, third-party representatives, and internal stakeholders in accordance with established procedures and regulatory requirements

Ameripath North Texas Dallas, TX January 2006 – July 2008

Lead Scanning/Processor/Mailroom Manager

•Optimized document imaging processes, implementing streamlined workflows that enhanced operational efficiency

•Managed procurement and supply chain operations for multiple locations including North Texas, San Antonio, and Cleveland facilities

•Performed preventive maintenance and technical support for office equipment including fax machines, copiers, and printers

•Coordinated warehouse logistics for requisitions and EOB shipments, ensuring accurate and timely distribution

•Oversaw outgoing mail operations utilizing FedEx and USPS services to ensure reliable delivery

CORE COMPETENCIES

Technical Skills: Microsoft Office Suite (Word, Excel, PowerPoint) Computer Imaging & Deployment Network Troubleshooting Hardware Installation & Maintenance IDX Flowcast Freeview Scanning System Data Entry & 10-Key

Billing & Payment Systems: Cable Data ICOMs CSG Platform Payment Processing & Research Transaction Analysis

Professional Skills: Customer Service Excellence Technical Support Escalation Management Quality Assurance Process Improvement Team Leadership Inventory Management Project Coordination Client Relations

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