Technical Support Specialist with DoD-DoD 8570 experience
Resume:
Reyes Campbell
**********@*******.***
ACHIEVEMENTS, SKILLS, AND ABILITIES
Proven ability to diagnose, troubleshoot, and resolve technical problems. Quick learner with strong working knowledge of software, hardware, networking, operating systems, and security applications. Excellent written and verbal communications skill. Professional demeanor and strong customer relations skills. Professional phone skills. Proficient in Microsoft Windows operating systems and office productivity applications. Advanced knowledge in computer hardware and networking. Knowledge of networked computer system environments and peripheral device capabilities of common network applications and operating systems troubleshooting techniques.
.
CERTIFICATIONS
DoD 8570 Compliant
CompTIA Security+ Certification June 2015
CompTIA Network+ Certification May 2015
PC Pro Certification May 2015
CompTIA A+ Certification March 2010
TECHNICAL SUMMARY
Ticketing System Support, Hardware Installations/Configuration
Network Connectivity Issues, Customer Relationship Management
End-User Training, Support Tools
Imaging and Archiving
EXPERIENCE
VVL Systems Consulting
March 2023 - March 2026 Supervisor of USPTO Contact Center
Supervised and trained new Customer Support Representatives in support of proprietary software for the DOD/Surface Deployment and Distribution Command.
Answered, evaluated and prioritized incoming telephone, voice mail, email, and fax customer service requests.
Interviewed customers to collect information about problems to determine source of error using troubleshooting methods.
Used Salesforce customer relationship management software to log and track customer service requests.
Identified, researched and resolved routine customer service requests.
Created new Siebel solutions to attempt to resolve customer service requests as needed.
Followed up on customer inquiries.
Escalated service requests to appropriate staff.
Prepared weekly status report and monthly reports as required.
Scheduled/and chaired meetings for USPTO Contact Center
Recognized and recommended areas needing improvement within specified areas of operation and management
RIVA Solutions, Inc.
September-2018 to March 2023 Team Lead
USPTO Call Center Team Lead Supervised and trained new Customer Support Representatives in support of USPTO Contact Center
Answered, evaluated and prioritized incoming telephone, voice mail, email, and fax customer service requests.
Interviewed customers to collect information about problems to determine source of error using troubleshooting methods.
Used l customer relationship management software to log and track customer service requests.
Identified, researched and resolved routine customer service requests.
Followed up on customer inquiries.
Escalated service requests to appropriate staff.
Prepared weekly status report and monthly reports as required.
Recognized and recommended areas needing improvement within specified areas of operation and management
Answered, evaluated and prioritized incoming telephone, voice mail, email, and fax customer service requests.
Interviewed customers to collect information about problems to determine source of error using troubleshooting methods.
Used Siebel customer relationship management software to log and track customer service requests.
Identified, researched and resolved routine customer service requests.
Created new Siebel solutions to attempt to resolve customer service requests as needed.
Developed additional scripts as needed to query status of shipments and correct information
Followed up on customer inquiries.
Escalated service requests to appropriate staff.
Prepared weekly status report and monthly reports as required.
BarnAllen Technologies, Inc.
May-2014 – September-2018 Customer Service Representative Shirlington, VA
Worked in the USPTO Call Center as a first line of contact for the USPTO.Answered, evaluated and prioritized incoming telephone calls. Used Siebel customer relationship management software to log and track customer service requests.Interviewed customers to collect information about problems to determine source of error using troubleshooting methods. Escalated service requests to appropriate staff.
Phacil, Inc.
November-2010 – April-2014 Customer Service Representative Shirlington, VA
Worked in the USPTO Call Center as a first line of contact for the USPTO. Answered, evaluated and prioritized incoming telephone calls. Used Siebel customer relationship management software to log and track customer service requests. Escalated service requests to appropriate staff.
V-Tech Solutions, Inc.
July-2009 – October-2010 Customer Service Representative Shirlington, VA
Worked in the USPTO Call Center as a first line of contact for the USPTO.Answered, evaluated and prioritized incoming telephone calls.Used Siebel customer relationship management software to log and track customer service requests.Escalated service requests to appropriate staff.
Preferred Systems Solutions, Inc.
July 2008 - July 2009 Area Knowledge Manager Analyst McLean, VA
Supervised and trained new Customer Support Representatives in support of proprietary software for the DOD/Surface Deployment and Distribution Command.
Answered, evaluated and prioritized incoming telephone, voice mail, email, and fax customer service requests.
Interviewed customers to collect information about problems to determine source of error using troubleshooting methods.
Used Siebel customer relationship management software to log and track customer service requests.
Identified, researched and resolved routine customer service requests.
Created new Siebel solutions to attempt to resolve customer service requests as needed.
Developed additional scripts as needed to query status of shipments and correct information
Followed up on customer inquiries.
Escalated service requests to appropriate staff.
Prepared weekly status report and monthly reports as required.
Scheduled/and chaired meetings for GFM/IBS Helpdesk.
Recognized and recommended areas needing improvement within specified areas of operation and management.
January 2005 – July 2008 Customer Support Representative Alexandria, VA
Answered, evaluated and prioritized incoming telephone, voice mail, email, and fax customer service requests.
Interviewed customers to collect information about problems to determine source of error using troubleshooting methods.
Used Siebel customer relationship management software to log and track customer service requests.
Identified, researched and resolved routine customer service requests.
Created new Siebel solutions to attempt to resolve customer service requests as needed.
Followed up on customer inquiries.
Escalated service requests to appropriate staff.
Prepared weekly status reports and monthly reports as required.
May 2004 – January 2005 ETA Account Administrator Alexandria, VA
Approved/Disapproved requests for access to various ETA systems.
Unlocked accounts after authenticating and verifying user privileges.
Answered, evaluated and prioritized incoming telephone, voice mail, email, and fax customer service requests.
Used Siebel customer relationship management software to log and track customer service requests.
Identified, researched and resolved routine customer service requests.
Created new Siebel solutions to attempt to resolve customer service requests as needed.
Followed up on customer inquiries.
Escalated service requests to appropriate staff.
Prepared weekly status report and monthly report as required.
Contact this candidate