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Gold Resolution Manager - Technical Support Analyst Resume Example

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GOLD RESOLUTION MANAGER - TECHNICAL SUPPORT ANALYST
Professional Profile
To continue to develop my leadership and team building skills, and to also help those around me develop their strengths and grow their careers.
Experience
Gold Resolution Manager - Technical Support Analyst
May 2006 to November 2008 Dell, Inc
  • Round Rock, TX $39,000/yr - $46,000/yr Managed Gold Technical Support Lab and inventory within lab.
  • QA Tested new systems and devices before they were released such as the Latitude XT Tablet notebook Assisted and coached Level 1 technicians on technical issues through chat based communication Attended cross-functional meetings for planning, implementation, and deployment of services strategies for laser imaging products.
  • Planned and implemented new process and procedures for handling Linux calls to streamline the process in order to ensure that customers were contacted within given Service Level Agreement and that a resolution was provided to them Managed Linux callback queue for GTS by assigning callbacks and providing guidance to L1 technicians that were selected to handle callbacks Attended training strategy meetings with GTS Trainer and GTS Training Council to plan, implement and deploy new product and vitality training for the GTS queue.
  • Identified training opportunities for peers on GTS Resolution Management team and implemented and deployed training to increase team's effectiveness Managed process and procedures for ftp file transfer handling large files between GTS RM team and premium support customers Liaised with two separate L1 teams and provided mentorship and technical guidance as needs arose Attended bi-weekly strategy sessions with Team Leads for liaison teams to identify opportunities for improvement within teams and to assist with L1 career development Handled customer escalations in real time through both walkups and MetAgent chat.
Customer Service Representative - Technical Support Analyst
November 2007 to March 2008 Dell, Inc
  • Round Rock, TX $47,000/yr Provided first level support to customers and resolved issues through chat channel.
  • Worked with Team Lead on helping team improve through dissemination of advanced level technical knowledge.
  • Assisted teammates as necessary in resolving high complexity, low volume issues.
  • De-escalated irate customers with skills learned in previous role.
Technical Support Specialist
September 2005 to May 2006 Dell, Inc
  • Round Rock, TX $35,000/yr - $37,000/yr Developed, piloted and deployed Customer Experience training module to inform and educate L1 technicians in provided superior service to customers in premium support queue, ultimately increasing survey score results by approximately 10% after rollout of training module Mentored and coached other technicians to further increase CE scores Developed and deployed vitality training modules for WWAN cards as well as Biometrics hardware and accompanying security software suite Planned and deployed new products training for multiple product lines offered through Dell Received "On The Spot Award" for Driving Technical Expertise and Efficiency within the Client GTS Team.
Level 1 Gold Technical Support Representative
August 2004 to September 2005 Dell, Inc
  • Round Rock, TX $32,000/yr - $35,000/yr Provided first level support to customers and resolved various technical issues Founded and led the Closed Loop System Subject Matter Expert team to improve utilization of the CLS tool in order to have technicians gain a better understanding of resolution failures and what could be done to prevent them Trained and coached members of the CLS SME team, while challenging them to help improve the tool to increase utilization Assisted the VTF team during newhire call labs by providing a variety of scenarios to push limits of technicians call handling abilities in a number of difficult situations.
  • Further honed their CE skills by providing coaching and feedback during debrief sessions that followed call labs.
  • Mentored technicians at L2's request to improve metrics and identify coaching opportunities Acted as Subject Matter Expert in both Wired and Wireless Networking, CLS, SCSI, and RAID Worked on and resolved technical escalations for members of the Technical Account Management team Provided Backup L2 services to other technicians by approving dispatches, offering technical expertise and staffing NetAgent as necessary when L2s were not available Facilitated events and potlucks as a member of the GTS Winning Ways team Led a project creating actionable buckets for repeat calls to allow for data analysis Reduced the time taken for customer identification during calls by using BPI methodologies Founding member of the Gold Workstation Queue that handled workstation, wireless, and printer technologies Provided failure analysis of Repeat Dispatches for the Gold Workstation Queue Scrubbed and analyzed root causes of Customer Dissatisfaction for the Gold Workstation Queue Developed GTS support boundaries for video capture cards and Windows XP MCE Consistently ranked in top 10 of GTS Floor stack rank for calendar year 2005.
Education
Bachelor of the Arts : May, 2010 The University of Texas － Austin, TX
Interests
Delete the word 'also'. Careful, the word 'liaise' has sexual connotations. Suggest changed 'liaised' to 'consulted'. Net Agent Consider adding a bullet about your work with Winning Culture. Lots of good stuff to talk about there.
Skills
Account Management, streamline, Backup, bi, CLS, coaching, hardware, Council, Client, data analysis, Dell, Driving, ftp, functional, imaging, inventory, laser, Team Lead, Linux, meetings, Windows XP, Networking, printer, QA, RAID, real time, SCSI, Service Level Agreement, staffing, strategy, Technical Support, Trainer, video
Additional Information
  • Delete the word 'also'. Careful, the word 'liaise' has sexual connotations. Suggest changed 'liaised' to 'consulted'. Net Agent Consider adding a bullet about your work with Winning Culture. Lots of good stuff to talk about there.
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Resume Overview

Companies Worked For:

  • Dell, Inc

School Attended

  • The University of Texas

Job Titles Held:

  • Gold Resolution Manager - Technical Support Analyst
  • Customer Service Representative - Technical Support Analyst
  • Technical Support Specialist
  • Level 1 Gold Technical Support Representative

Degrees

  • Bachelor of the Arts : May, 2010

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