Results-oriented, graduate seeking opportunity in Technology. Highly poised and dedicated with strong education and training with a dependable professional experienced in customer service, cash management, inventory control, merchandise fixture management, data entry, information technology support and clerical/administrative background. I am looking to join a fast-paced, team promoting environment with long term career potential where I can apply my adapted skills and educational background. I can follow a strict production timeline, effectively communicate, and exercise a high degree of judgment. I excel at troubleshooting and providing technical direction and support to staff and clients while establishing and maintaining cooperative working relationships.
Skills
Apple iOS
Android
Basic Network Infrastructure
Computer/Network Hardware
SQL
SAP Ariba
Business Management and Leadership
Microsoft Office (Word, Excel, PowerPoint, Access)
Call center (800 inbound, Tier 1 Tech Support)
Service and Solution Proposals
Order processing
Operations, Audits and Records Retention/Archiving
Merchandising Management
Operations Management
Filing daily, monthly, yearly reports
Inventory Management (inventory control system)
Inventory Counts (daily, weekly, monthly)
Inventory Audits and Reconciliation
Staff and Customer Base Training
Efficiently Managing Time
Customer Retention
Data Entry
Analyst (reports, inventory, data)
Computer maintenance
Remote mobile services and support
Troubleshooting and Diagnosing
Call center experience
Technical troubleshooting
Troubleshooting
Exceptional telephone etiquette
Software upgrades
Account management
Troubleshooting proficiency
Application installations
Windows XP/Vista
Remote Technical Assistance
Hardware configuration
Equipment repair
Service desk support
Hardware upgrades
Customer service
Hardware diagnosis
Education and Training
American InterContinental UniversitySchaumburg, IL, Expected in 03/2014 – –Associate of Arts:Business Administration Information Systems - GPA:
GPA: 3.17
Major in Business Administration
Minor in Information Systems
Completed coursework in Legal and Ethical Environment of Business, Business Management and Leadership, Principles of Accounting I, Principles of Marketing, Introduction to Computer and Network Hardware, Introduction to Operating Systems, Introduction to Databases, Network Infrastructure Basics
Experience
Bloomberg - HBA Customer Service Advocate Paris, TX, 01/2018 - Current
Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
Documented repair processes and helped streamline procedures for future technical support actions.
Created new accounts, reset passwords and configured access to servers and file management software for users.
Assessed troubleshooting links and actions issues to determine appropriate troubleshooting methods for remediation.
Troubleshot network and device hardware issues and worked with service providers to facilitate repairs for end users.
Supported customers with online billing, access and account issues.
Boost plan and feature sales through customer education, competitor knowledge and strategic up selling techniques.
Provided remote Tier 1 technical support for mobile devices and software to customers.
Assisted customers with mobile device and internet technical issues via telephone.
Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
Maintained calm, professional demeanor when faced with high demand, high volume workloads.
Reviewed support cases for technical and troubleshooting accuracy and identified needed improvements in processes.
Helped customers track and ship packages, responding to average calls per day.
Worked with customer service supervisors to resolve customer concerns when assistance is needed.
Developed and maintained technical expertise in mobile communications.
Researched, resolved and followed up on customer issues, earning star customer review rating.
Verizon Wireless, Sun-Sat - Sales Operations Support Specialist/Tech Support/IT Liaison City, STATE, 10/2016 - 05/2017
Planned and executed projects.
Tracked warehouse contents continually, maintained constant awareness of stock levels and performed formal inventory review.
Monitored multiple databases to keep track of all company inventory.
Evaluated effectiveness of training by surveying trainees and managers and collecting before-and after-data showing training impact.
Demonstrated full store expertise on merchandise locations, enabling optimum service to inquiring customers.
Trained internal staff members on administrative processes, work instructions and procedures to facilitate consistent and seamless company operations.
Identified, addressed and either resolved or escalated project issues.
Maintained close connection with project personnel to quickly identify and resolve problems.
Procured software, hardware and infrastructure required to meet program demands.
Completed thorough risk assessments and deployed management and response strategies to prevent roadblocks.
Produced status reports for customers and senior management.
Verizon - Technical Support Specialist City, STATE, 06/2008 - 10/2016
Provide exceptional customer service and technical support for internal and external voice and data product customers.
Troubleshoot hardware and software issues and identify network/applications issues.
Provide detailed information on how to set up/configure data and voice products.
Verify provisioning and diagnose device or Network issues.
Troubleshoot for PC Operating systems, specifically Device Manager and TCP/IP configuration.
Use various administrative department tools and on-line resources for customer resolution.
Use trouble ticket system for tracking customer interactions and problem resolution.
Evaluate customers concerns and resolve problems to customer satisfaction.
Demonstrates and practices regularly the skills necessary to handle any CS and/or Technical Support call type that is routed through the center in this function.
Schedule follow-ups with customers to ensure first call resolution and achieve and deliver 100% customer satisfaction.
Documented repair processes and helped streamline procedures for future technical support actions.
Leveraged tools, resources and company procedures to address and diagnose problems.
Assisted sales and business development managers with explaining technical systems to end users.
Multi tasked across systems and applications and resolved broad range of technical issues.
Updated software versions with patches and new installations to close security loopholes and protect users.
Configured new employee work stations, including all hardware, software and peripheral devices.
Set up new desktop systems and configured for incoming employees, loading required software and server permissions.
Observed system functioning and entered commands to test different areas of operations.
Resolved customer complaints and concerns by applying strong communication, conflict resolution and negotiation skills.
Updated and processed programming changes, equipment upgrades and customer and billing information.
Reviewed current hardware and software and recommended modifications to increase system speed.
Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
Disassembled computer systems to troubleshoot and resolve hardware issues.
Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
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School Attended
American InterContinental University
Job Titles Held:
HBA Customer Service Advocate
Sales Operations Support Specialist/Tech Support/IT Liaison
