Technical Support Specialist - Networking & Remote Work
Resume:
Evangelina Montoya
**********@*****.***
OBJECTIVE
To secure a Technical Support position within a company that will utilize my skill set and opportunities for advancement, as well as the ability to work well with others to benefit the organization.
SKILLS
Computer: Windows 10, MS Word, Excel, People Soft, ProComm, and several other proprietary software programs
TECHNICAL EXPERIENCE
Responsible in supporting existing Remote work customers and the setting up of new customers for their remote work environment.
This included Routers, Switches, Firewalls Circuits, VPN
Operating Systems: Windows 10.
Office: Microsoft Outlook, Word, and Excel 2016.
Software: Active Directory, Remote Desktop, Adobe, Citrix VPN, SMS,
Responded to outages or performance alerts within SLA guidelines.
Working all issues to closure, which may entail configuration changes, hardware replacement and vendor coordination.
Was prepared to take inbound phone calls and be flexible to working different shifts.
CUSTOMER SERVICE SKILLS
Delivered excellent customer service while working with clients on a daily basis for various new and on-going technical projects
Interacted with clients and utilized excellent organizational skills
Served as a liaison between clients and staff to resolve clients problems and implement long and short term solutions
SUMMARY OF QUALIFICATIONS
19 years tech support experience
Proficient use of MS Word, PowerPoint, Excel, Access, and several other proprietary software programs
Excellent communication, interpersonal, organizational, and leadership skills
Exceptional versatility with the ability to manage multiple tasks in a pressured environment and experience with multiple Operating Systems
EMPLOYMENT HISTORY
Schneider National Carriers Wilmer TX May 2024-October 2025
• Commercial transport of goods over the road
• Yard Hostler for dedicated account
Trinity Metro Fort Worth TX October 2023-May 2024
• Ground Passenger Transportation
•Providing transportation for city transit
•Wheelchair accessible
JPM Chase-Fraud Support Specialist, San Antonio TX, July 2021-April 2023
• support in Zelle transactions
Debit
Wires
Real Time Payment
teleNetwork Internet Support Analyst, San Marcos, TX September 2014- February 2015
Support with internet browsing
Connecting wirelessly or hard wired connection
Modem configuration
Wells Fargo Technical Support Specialist, San Antonio, TX January 2011- Present
Support and assist over 50,000 clients with desk side/remote support.
Complete multiple trouble tickets per day including: PC/laptop refreshes, data migrations, installing and configuring workstations and troubleshooting all technical related issues.
Effectively work to improve overall Help Desk and resolution knowledge to improve service.
Remedy Ticketing
Remote Desktop, AS400, Rumba, Virtual Machines, Wireless Network Configuration, Back-office Tier 3 Escalation support, Tier 2 Company System Outages, Software Installations, JavaScript
Blackberry Enterprise Server activation and contacting external support for various troubleshooting
iPhone activations
Symantec Endpoint Protection, Cisco VPN client, Data Migrations
Printer and Driver Installations
Mainframe and various other application pass through support
General How-to Support
Remote Access via Netop, NetMeeting, and WFDC Remote Assistance
Assisting with internet connectivity, such as proxy settings, pop up blocker, and clearing cache
Conn’s Collection Call Center, San Antonio, TX April 2010- September 2010
Interacted with customers.
Resolved customer billing disputes and escalates to supervisor as required.
Ability to negotiate with people even in any difficult situation.
Dunkin Donuts Help Desk Tech, SEI-CCS, Clovis, NM May 2007 – September 2009
Accurately identify and troubleshoot support calls to resolution.
Provide excellent customer service to all SEI client callers.
Take ownership of support cases and follow up with customers as required
Convergys, Customer Service Tech, Lubbock, TX August 2003 –December 2003
Assisted customers with billing issues and questions.
Responded to customer inquiries and requests and resolved issues efficiently and professionally.
Utilized multiple call center support applications to efficiently assist customers and agents.
Client logic, Customer Service Tech, Clovis NM August 2001- March 2003
Assisted customers with billing issues and questions.
Responded to customer inquiries and requests and resolved issues efficiently and professionally.
Utilized multiple call center support applications to efficiently assist customers and agents.
Certifications/License
Reyna CDL School August 2022-January 2023
• Commercial Drivers License Class A
• (P) Passenger Endorsement
• Smith System Certification
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