Data Entry Clerk Remote Support Specialist
Resume:
Mario Ortiz
Williamsburg, Virginia 23185
(212) 581 - 2419
**********@*****.***
EDUCATION: Marymount Manhattan College, New York, NY
Bachelor of Fine Arts (June, 1998)
Tutor.com / The Princeton Review, New York, NY
Applicant Database Onboarding / Support Specialist (March, 2017 – November, 2025)
Data Entry - Update and maintain spreadsheets; including new applicant onboarding database, legal reports, passed exam reports, background checks. Use of Microsoft Office, Teams, Outlook, Google Docs, DocuSign, PandaDoc, Checkr, UltiPro, Adobe Acrobat Sign and Web Help Desk.
Onboarding - Process online paperwork including W-9, I-9, VeriSign contracts and background checks.
Resolution support - Resolve problems/complaints regarding use of online software, login, passwords, scheduling, payments, billing and user experience .
Communicate technical issues - Log and inform engineers/tech teams of any issues with software and user experience.
Computer efficiency - Software/hardware installation and computer software issue resolution.
Ticket/Phone Support - Receive, categorize and respond to support tickets of Institutions/students/parents/customers in a timely and professional manner. Document all contact to ensure continuity of customer service and provide data to improve all aspects of the customer experience.
Ticket Escalation support -
Answering 100+ daily support tickets to support failed software, disconnects, login issues, account updates, billing inquiries, scheduling issues.
Escalating to a level 2 Tech Support when necessary.
Skills and Qualifications
Knowledge of Word, Excel, Powerpoint, Javascript, MySQL, XML, CSS, HTML, PHP, Wordpress
Teams
DocuSign
PandaDoc
Checkr
UltiPro
Adobe Acrobat Sign
Zendesk / Freshdesk / Zoho / Web Help Desk
Excellent communication skills, both verbal and written
NADAP, New York, NY
Administrative Assistant / Tech Support/ (March, 2015 – March, 2017)
Data Entry and Validation– Updates and maintains internal program records, reports and spreadsheets; including but not limited to: employee database, recruitment database, productivity reports, client compliance reports, organizational charts, daily client count, DAR; using NYCity Way, STARS and NADAP Database software.
Maintained database spreadsheets of expenses, employee and membership registration.
Office Software – Proficient in Word, Excel, Powerpoint, Microsoft OS
Email and Phone Support – Maintain lists and communications via email for supervisory and managerial staff; creates and manages templates and forms.
Recruitment Support - Provides support to director-level staff for personnel and recruitment-related projects, and QM documentation.
Office Support - Monitors and orders supplies. Performs photocopying, faxing, and filing of program documents; distributes program correspondence and reports.
Tech support – Daily troubleshooting support for Software, Hardware, WIFI, Network, Printer, Remote Desktop, server based applications, operating systems, Windows Office, Adobe, Browsers, for 60+ employees, Supervisors, Managers and Vice President to ensure production flow.
Basic troubleshooting and repair of equipment/Network failures –
Respond to calls for remotely/physically troubleshooting and recovery.
Reassign Printer IP Network connections.
Replace failed computer peripherals
Install software
Reset cables/network
Ticket Escalation support –
Submitting 20+ daily support tickets to add or remove failed equipment.
Relay error message readouts.
Requesting reset of Remote Management connection ID’s and passwords.
Requesting reset of Email account ID’s and passwords.
Visual and physical verification to assist remote troubleshooting efforts.
Skills and Qualifications
Knowledge of Word, Excel, Powerpoint, Javascript, MySQL, XML, CSS, HTML, PHP, Wordpress
Zendesk / Freshdesk / Zoho / Web Help Desk
Strong analytical skills
Excellent communication skills, both verbal and written
Ability to work multiple projects simultaneously
REFERENCES: Furnished Upon Request.
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