Accomplished Computer Technician with a rapidly increasing range of industry experience looking to bring strong instincts and a proven record of procedural compliance, process management and strong operational skills to a rapidly growing company.
Strong communication skills
Vast technical knowledge
Exceptional telephone etiquette
Accomplished with mobile devices
MS Office proficiency
Consistently received a 100% rate of customer satisfaction.Improved IT department effectiveness by 80 %.Oversaw a decrease in average daily Help Desk tickets by 60%.Reduced technical escalations to management by 70% to only 4 per day.
Liquidityservices, IncFebruary 2015 to CurrentService Desk Analyst Plano, TX
Increased number of resolved job tickets by 60% over previous year.
Created new account, reset passwords and configured access for users.
Created end-user self-service tools and documentation.
Developed documentation for common processes for both support staff and end-users.
Maintained records, logs and the lifecycle of work requests.
Assisted in process refinement to improve customer service and support.
Reviewed support cases for technical and troubleshooting accuracy.
Researched, documented and escalated cases to higher levels of support according to internal procedures.
Researched, resolved and followed up on customer issues.
Provided real-time support to everyday users of Emails, Password, MS office, Cisco Collaboration, IM, VPN, Remote connection issues.
Assisted customers with technical issues via email, live chat and telephone.
Mentored other Service Desk Analysts.
Managed IT setup and service requests for new PCs and Peripherals
Maintained composure and patience in face of difficult customer situations.
Resolved customer complaints and concerns with strong verbal and negotiation skills.
Conducted computer diagnostics to investigate and resolve problems and provide technical assistance and support.
Developed training materials and procedures.
Worked on large enterprize and business critical applications.
Served as operating system expert, providing technical support for entire organization.
VerizonSeptember 2010 to December 2014Sales Engineering and Program Management Support Analyst Irving, TX
Responsible for customer service, delivery and ongoing management of the company's large-business, mid-tier, government, education and customers worldwide.
Ensured customers receive world-class care and execution operations for communication, network, IT and security, and outsourced solution.
Detail oriented with an acute dedication to accuracy.
Worked as a secondary resource to Regional Sales Engineers and other Sales Engineering teams.
Provided pre-sales technical support to the various sales teams.
Positively impacted on technical closes rates, length of sales cycles, cross selling rates, growth of Interaction with sales, technical teams, and procedural actions, contribute to various systems, processes, and critical contracting data.
Understanding of various competing requirements and other available critical information.
Assisted in keeping the remote sales and technical teams up-to-date on various decision, products and support.
Continued internal product and process education to ensure full understanding of how to contract a solution to fit the customer's requirement and to ensure contracting capabilities are in line with new and changing product lines.
T-Mobile USA IncAugust 2006 to July 2010Technical Support Representative Frisco, TX
Troubleshot technical inquiries regarding network coverage, device information and data services.
Handled Partner tech escalations.
Identified as the primary NOC liaison.
Responsible for research & testing of new products/procedures/processes.
Trained processes/procedures as relates to troubleshooting techniques.
Presented to Tier I & Tier II as the subject-matter expert in Primus database.
Received escalations from Customer Service agents.
Utilized on-line resources/tools to troubleshoot and diagnose customer issue for resolution.
Filed Remedy trouble tickets for network related issues Used diplomacy and tact in all situations to ensure customer satisfaction, promoted good will and ensured repeat/referral business increasing sales.
Researched and found solutions to minimize customers call resolution time (CRT) by creating articles with T-Mobile troubleshooting flow database called Primus.
TelvistaOctober 2000 to July 2006Technical Support Advisor, PC Technician Grapevine, TX
Answering incoming inquiries, responded to customer questions and solved their computer problems according to standardized procedures while maintaining a courteous manner.
Logged on/off customer care system and access account files in Siebel 7.7 database system.
Accurately captured all customers and issues related information in the proper database.
Led customers through documented process of fixing their software, hardware, internet or network problems.
Used product information, multiple client tools, client specific reference materials, scripting, intermediate technical knowledge, and customer service skills and problem solving skills to diagnose and solve customer problems.
Provided assistance for hardware and software issues ranging from difficult technical problems to puzzling how-to-use questions.
University of North TexasJuly 2013Bachelor: Apply Art and ScienceDenton, TXApply Art and Science
Collin County Community CollegeApril 2009Associate: Applied ScienceFrisco, TXApplied Science
Richland CollegeJanuary 2004Cisco Networking AcademyDallas, TX
Volunteer Operation Care International 2016
Member of the Alumin UNT 2013
Member of National Technical Honor Society Collin College 2013
Volunteer for Boys & Girls Club in Dallas,
Analyst, antivirus, Cisco Call Manager, client/server, hardware, Network systems, Computer Applications, customer service skills, Detail oriented, French, Information Security, Laptops/Desktop, Mobile Devices, logging Access, mail, MS Office, Outlook, SharePoint, MS Windows, Win 7, MS Windows 10, modems, Peripherals, Presentation skills, Printers, problem solving skills, knowledge of processes, Sales Support, System Administration, technical support, Phones, VoIP, troubleshooting, VPN, ServiceNow, JIRA, GlobalMeet, Salesforce