MDM Specialist/Tier 3 Technical Support Representative Resume Example
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MDM SPECIALIST/TIER 3 TECHNICAL SUPPORT REPRESENTATIVE
Summary
Skills
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Experience
Truist Financial Corporation | Cleveland , OHMDM Specialist/Tier 3 Technical Support Representative08/2018 - Current
- Supported Tier 3 customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
- Troubleshot management and security hardware issues and worked with service providers to facilitate repairs for end users.
- Researched, resolved and followed up on multiple users and resolved customer issues, earning great customer service review rating.
- Assisted customers with enrollment and activation technical issues via email, live chat and telephone.
- Drafted whitepapers, user manuals, implementation documentation and support base entries to reduce customer tickets and customer service expenses and enable support team to solve customer queries effectively.
- Delivered on-site technical support following Xen Mobile and Airwatch implementation and worked with managers to suggest product upgrades and changes.
- Provided real-time support to everyday users of multiple different companies
- Managed user profiles, security access and shared file structures.
- Served as level-three support escalation point for multiple-member distributed support staff.
- Processed multiple inbound and outbound technical support calls.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed improvements in processes.
- Implemented system security and data assurance software including Xen Mobile and AirWatch.
- Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
- Mentored other technical engineers and support professionals to provide professional development and skill enhancement.
- Monitored service orders to completion and closed service tickets.
Edible Arrangements | Fredericksburg , VABank Teller10/2017 - 04/2018
- Verified amounts and integrity of every check or funds transfer.
- Promoted facility security by monitoring customer behaviors and following established protocols to protect individuals and assets.
- Counted as much as thousands in daily funds with manual and machine-assisted methods.
- Conducted special service and account transactions for customers, including ordering checks and placing stop payment orders.
- Maintained optimal financial controls by securing funds and making accurate transactions.
- Met or exceeded sales goals by promoting bank products and services in every interaction.
- Demonstrated expertise in identifying and mitigating potential fraud and transaction risks.
- Recommended bank products and services to current and prospective customers.
- Offered to take on additional shifts during holidays and other busy periods to alleviate staffing shortages.
- Assisted customers in bank operations, including opening accounts, accessing safe deposit boxes and ATM operations.
- Adhered to strict guidelines regarding financial and customer data to avoid breaches and information misuse.
- Processed customer transactions, including loan payments, safe deposit boxes and check-cashing.
- Explained bank services, financial products and applicable fees to customers.
- Identified and reported suspicious behavior to security personnel as appropriate.
- Reconciled cash and checks against computer records at end of shift.
- Entered transactions into computer and issued customer receipts.
Sears | Burbank , CAFruit Expert06/2016 - 07/2017
- Assisted team members to identify plant and crop diseases and recommended proper method of disposal .
- Recorded product information, specifications and grade on spreadsheet for accurate record keeping.
- Conducted research for new quality and grading methods to increase on-site accuracy.
- Examined products to determine initial quality and discarded inadequate or inferior material into separate bins.
- Assigned accurate grade to each product based on USDA grading standards.
- Operated food scale to determine weight of individual items being graded.
- Sorted products into marked bins dependent on assigned grade and product type.
- Inspected unprocessed food or agricultural material to determine species, color, length, width, appearance, smell and quality.
- Recognized by management for providing exceptional customer service.
- Improved customer satisfaction by finding creative solutions to problems.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Improved operations by working with team members and customers to find workable solutions.
Bi-Lo LLC | City , STATECashier03/2016 - 02/2017
- Scanned customer purchases, supporting transactions to streamline sales process.
- Processed returned items in accordance with store policy.
- Assisted with purchases, locating items and signing up for rewards programs.
- Helped customers find specific products, answered questions and offered advice.
- Processed customer payments quickly and returned exact change and receipts.
- Welcomed customers, offering assistance to help find necessary store items.
- Inspected items for damage and obtained replacements for customers.
- Operated cash register, collected payments and provided accurate change.
- Maintained high productivity by efficiently processing cash, credit, debit and voucher program payments for customers.
- Worked closely with front-end staff to assist customers and maintain satisfaction levels.
- Properly verified customer identification for alcohol or tobacco purchases.
- Resolved issues with cash registers, card scanners and printers.
- Learned roles of other departments to provide coverage and keep store operational.
- Processed all sales transactions accurately and promptly to prevent long customer wait times.
- Completed daily recovery tasks to keep areas clean and neat for maximum efficiency.
Education and Training
Aiken Technical College | City, StateSome College (No Degree)
Aiken High School | City, StateHigh School Diploma06/2015
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Resume Overview
School Attended
- Aiken Technical College
- Aiken High School
Job Titles Held:
- MDM Specialist/Tier 3 Technical Support Representative
- Bank Teller
- Fruit Expert
- Cashier
Degrees
- Some College (No Degree)
High School Diploma
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