Technology support representative providing workstation and application support. Provides end-user support via phone in a service desk environment. Installs, troubleshoots, maintains and uses a variety of computer systems, software and peripheral devices.
Technical standards and deliverables
Technical standards and deliverables
Telecommunications field service
Proficient in Internet Technologies
Proficient in Windows
MS Office proficiency
Efficient data management
Cisco routers and switches
Supporting IP Telephony
Analysis and problem solving
Master of Science:Network Communications Management2016Keller Graduate School of Management, Irving, Texas, United States of America
Master's Degree of Network Communications Management
Concentration in Technology Apps 3.35 GPA
Completed data model normalization
Object oriented analysis
Created Entity Relationship Diagrams in MS Visio
Knowledge of user interface design
Bachelor of Science:Interdisciplinary Studies with a concentration in Mathematics2003Texas Southern University, Houston, TX, United States of America
Coursework in Interdisciplinary Studies, Mathematics, Elementary and Middle School Education
ADT CorporationIrving, TXField Support Specilist06/2017 to Current
Download radio and alarm panel programming information into new/existing accounts in response to telephone requests.
Provide real-time installation quotes to field technicians and limited technical support to customers. Enter order information into the system for technician upsells and process payments as applicable.
Troubleshoot system functionality related to radio registrations and panel programming in response to failed confirmation requests.
Process data changes received via mail, fax, phone or internal ticket on Informix and MasterMind.
Supports reps with CPQ and Matrix
Schedules new installations and add-on equipment (Order Entry)Supports system and device upgrades
Verifies customer contract/billing accuracy
Captures, maintains and verifies customer information with painstaking attention to detail
Utilizes contingency plans during system outages to continue to support our internal customers
Provides site redundancy for Home Heath Provisioning and Technical Assistance Groups
TeletechDallas, TXTechnical Support Representative01/2017 to 01/2017
Customer service role providing technical & customer service support via phone & video chat, to customers who require assistance navigating or trouble shooting issues they may experience within Intuit and Turbo Tax Products.
Resolved customer complaints and concerns with strong verbal and negotiation skills.
Provided thorough support and problem resolution for customers. Managed IT setup and service requests for Intuit and Turbo Tax.
Dallas ISDDallas, TX8th Grade Reading/ Language Arts Teacher01/2005 to Current
Prepares lessons reflecting accommodations for differences in student learning styles
Provide a variety of planned learning experiences integrating different learning methods in order to motivate and inspire students.
Develop lessons with district mission in mind, aligned to district and state instructional goals and objectives and subject area
Maintain a classroom environment that promote safe, effective learning
Continuously engage with students, parents, and community members to advance student outcomes
Establish and implement effective classroom management procedures
Create systems to monitor and assess student learning
Collaborate with professional staff to identify and address student needs regarding health and learning styles
Be available for counseling with students and parents before and after school
Keep accurate records of student information; compile, maintain, and file all reports, records, and other documents required by the school and district
Present subject matter according to guidelines established by Texas Education Agency, Board of Trustee policies, and administrative regulations
Greyhound Lines Inc.Dallas, TXCustomer Service06/2000 to 08/2003
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Provided accurate and appropriate information in response to customer inquiries.
Demonstrated mastery of customer service call script within specified timeframes.
Addressed customer service inquiries in a timely and accurate fashion.
Knowledge of Telecom industry
Experience in 2-way radio systems, satellite systems and FCC/FAA
Functional understanding of 802.11, Wireless VOIP protocols and Wireless Mobility
Proficient in Network Protocols TCP/IP/SIP/MGCP/SCCP/MPLS
Windows 7, Windows 10-
Microsoft Office proficiency-
Messaging technologies including but not limited to Exchange and SMTP-