Analytical Technical Support Professional adept at resolving complex technical issues. Critical thinker who address customer/client support issues quickly and who consistently exceeds performance standards. Highly experienced with Windows and Mac software, hardware configuration, Exchange, networking, mobile applications, administrative tasks, and provides world class customer/client support.
Customer service expert
Expert in Mac and Windows software
Trained on Android and iOS operating systems
Active Directory and Exchange experience
Exceptional system navigation skills
Analytical and critical thinker
Meticulous and organized
Exchange Administrator, 11/2016
to Current Insight Enterprises, Inc. – Tempe,
Create and maintain new user accounts, security groups, distribution lists, and Exchange 2010 mailboxes for L'Oreal USA (business client of Insight).
Manages Exchange via Exchange Management Console and Powershell to configure and decommission mailboxes and distribution lists, providing access to mailboxes and calendars, as well as configuring mailbox retention policies and other various settings in coordination with HR and Legal departments.
Troubleshoot issues with Exchange, Active Directory, Microsoft Lync, and replication issues with domain controllers.
Manages Active Directory including the creation and decommission of Users, Resources, and Security/Distribution groups, throughout their life-cycle with the company.
Assists with the Remedy ticket queue for the Exchange Administration team with over 400 revolving tickets to ensure proper workflow and timely resolution.
Continues to assist with level 1 Help Desk tasks and procedures as needed.
Help Desk Technician, 02/2016
to 11/2016 Insight Enterprises, Inc. – Tempe,
Answered incoming phone calls, e-mails, and live chats to business clients with a variety of technical issues and requests.
Used ticketing systems to manage and process actions taken. Escalated appropriate tickets to proper higher level support groups when required.
Troubleshoot network, computer/server, software, and printer problems as well as provide base level technical answers to assist in remote troubleshooting and break/fix scenarios.
Managed Exchange, Active Directory, SAP, RSA tokens, Salesforce, Blackberry Enterprise, Oracle, Airwatch, and Lotus Notes servers (Creating accounts, resetting passwords, based on client provided access).
Assisted clients with remote VPN connection troubleshooting.
Monitored various ticketing systems and IT service mailboxes to ensure tickets are resolved in a timely manner based on client specified service level agreements.
Provided training assistance to new hire technicians and updated documentation and procedures as needed.
Technical Coordinator II , 03/2012
to 02/2016 Verizon Wireless – Chandler,
Answered incoming calls from residential and small business customers with technical issues and concerns.
Set up Android and Apple smartphones and mobile broadband devices, as well as basic PC and Mac troubleshooting.
Assisted customers with orders on warranty replacements for defective products.
Identified and solved technical issues with a variety of diagnostic tools.
Maintained high departmental standards for quality and productivity metrics.
Created trouble tickets for complex network issues that required escalation for additional support.
Maintained composure, patience, and professionalism with difficult customer situations.
Customer Service Specialist, 05/2010
to 03/2012 Verizon Wireless – Chandler,
Effectively managed a high-volume of inbound customer calls.
Acted professionally and patiently when addressing negative customer feedback.
Resolved service, pricing and technical problems for customers by asking clear and specific questions.
Provided Tier 1 basic troubleshooting for customers with technical issues.
Generated revenue and sales for the company by offering products and services to each customer.
Gathered and verified all required customer information for security purposes.
Improved customer retention by effectively reviewing accounts and negotiating price plans and products if necessary.
Met or exceeded service and quality standards every review period.
Loan Specialist , 07/2007
to 03/2010 Bank of America – Chandler,
Performed flexible dual-role support of both inbound customer inquires and aggressive outbound sales involving loan products.
Maintained current loan and pricing information daily.
Originated, reviewed, and processed customer loan proposals.
Submitted loan applications to mortgage loan officers for verification and recommendations.
Contacted both high value and subprime current customers for refinance opportunities.
Maintained friendly and professional customer interactions.
Guest Service Representative, 10/2006
to 04/2007 Hollywood Video – Chandler,
Greeted customers entering store to ascertain what each customer wanted or needed.
Helped drive sales goals and achieve monthly quotas.
Routinely answered customer questions regarding merchandise and pricing.
Set up and explained new membership and accounts.
Cleaned and organized the store, including the checkout desk and displays.
Associate of Science: Information Technology,
Current Chandler-Gilbert Community College - Chandler,
AZ Coursework completed towards Information Technology degree. Currently in progress.
Received the Verizon Wireless 212th degree award, which is a company wide monthly national award that recognizes top performers of each perspective department and location. Received top performer of technical support for the Chandler Arizona call center for quality and productivity for the month of September 2015.
Completed Tech University training program at Verizon Wireless, which conducts professional training in cell network architecture, device operating systems, and deductive reasoning when troubleshooting.
Received professional training at customer de-escalation during complex, unique, and difficult situations.
Participated in Intel sponsored Chip Camp, selected by a committee from over thousands of student applications state-wide, only 40 chosen. Sponsored
competition through Intel that involved working within teams in
technology driven tasks, website building, robot and technological
building involved. Attended presentations from Intel Staff. Won 1st
place out of 8 attending teams.