Skilled IT technician with broad base of experience in technical support and operations. Resolves problems quickly, delivering high levels of customer satisfaction.
Skills
Desktop support
Software diagnosis
Data recovery
MS Office
Application support
TCP/IP
Customer service expert
Problem resolution
Work History
01/2019 to Current
IT Support SpecialistKuehne & Nagel Logistics, Inc. – Coppell, TX,
Determined hardware and network system issues using effective troubleshooting techniques.
Created help desk tickets, troubleshot and resolved desktop issues.
Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
Explained technical information in clear terms to non-technical individuals to promote better understanding.
Patched software and installed new versions to eliminate security problems and protect data.
Helped streamline repair processes and update procedures for support action consistency.
Processed over 500 support requests received per month for technical assistance on wide range of disparate systems and software.
Removed malware, ransomware and other threats from laptops and desktop systems using a variety of security tools including Cylance, and Malwarebytes.
Configured hardware, devices and software to set up work stations for employees.
Documented all transactions and support interactions in system for future reference and addition to knowledge base.
Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
03/2018 to 01/2019
Relationship BankerUmpqua Bank Corp – Vancouver, WA,
Processed numerous customer requests for financial services per day, including reissuing statements, ordering additional checks, and updating customer personal information in database.
Increased daily sales by upselling additional deposit and savings account banking products and financial services to customers based on their needs.
Continually boosted branch production and revenue by consistently meeting all monthly and quarterly sales goals.
Keyed customer details, including contact information and payment data into system, carefully observing all corporate procedures related to confidentiality.
Presented new and additional products and services to existing customers.
Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
Resolved conflicts and negotiated mutually beneficial agreements between parties.
Ordered cash for community bank location from the Federal Reserve based on customer needs on a weekly basis.
Participated in community outreach events and logged them appropriately for the purposes of the Community Reinvestment Act
01/2010 to 03/2018
Teller & Teller SupervisorFirst United Bank & Trust – City, STATE,
Checked amount details and fraud markers for transaction papers such as checks and money orders.
Processed quarterly vault and ATM audits.
Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
Executed customer transactions, including deposits, withdrawals, money orders and checks.
Monitored customer behaviors and upheld strict protocols to prevent theft of assets.
Answered telephone inquiries on banking products including checking, savings, and CDs.
Rapidly and efficiently prepared customer and ATM cash and change orders.
Completed special procedures for customers such as ordering new checks, stopping payments or investigating identity theft.
Maintained balancing record with a very high rate of accuracy.
Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
Upheld strict financial controls by keeping funds secure and accurately transferring monies.
Provided high-level customer service through friendly approach, strong professionalism and timely assistance with customer transactions.
Enthusiastically greeted customers and offered dedicated service during entire transaction.
Continued education on current banking products and services through internal and external training programs.
Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
Maintained teller drawer to perform bank transactions.
Sold cashier's checks, traveler's checks and money orders.
Observed all procedures regarding financial and customer information to prevent possible breaches and data misuse.
Organized, stocked and maintained teller window area.
Maintained scheduling for main branch to keep all shifts appropriately staffed.
10/2005 to 10/2009
Shoe SalesmanNordstrom – City, STATE,
Greeted and offered sales assistance to every customer upon entry into store.
Conducted product feature comparisons and price checking to facilitate consumer purchasing.
Accurately handled cash, card and check transactions to balance computerized register.
Maintained accurate knowledge of new products and services based on changing market trends.
Educated customers on personalized shoe options based on activity level, style preferences and foot type.
Managed merchandise returns by offering product exchanges, store credit or monetary refunds.
Performed opening and closing procedures of mall-based store to secure products and employee safety.
Promoted up-selling of accessories including laces, inserts and other apparell to increase revenue and customer satisfaction.
Provided accurate store information on pricing, sales and product features.
Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
Improved operational efficiencies while managing customers requests, store inventory, transactions, new purchase orders and pricing needs.
Listened to customer needs and desires to identify and recommend optimal products.
Organized store merchandise racks and displays to promote and maintain visually appealing environments.
Completed sales in excess of $40,000 with near-zero error rate using POS system.
Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
Maintained up-to-date knowledge of store sales, payment policies and security standards.
Education
Expected in
No Degree: Graphic Design Art Institute of Dallas - Dallas, GPA:
Expected in
No Degree: Full Stack Web Development Free Code Camp - Online, GPA:
Expected in
No Degree: Full Stack Web Development Viking Code School - Online, GPA:
Expected in 05/2002
High School Diploma: R. L. Turner High School - Carrollton, GPA:
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