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Customer Assistance
- Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed. Exceeded corporate target for customer satisfaction for months in a row.
- Researched, calmed and rapidly resolved client conflicts.Consistently received a 100% rate of customer satisfaction
- Assisted in training [Number] new service technicians.
Customer Service
- Manage day to day operations of a technical help desk supporting General Motors Dealers and ACDelco independent users with vehicle programming and diagnostics.
- Resolves simple to moderate hardware and software issues from incoming customer calls and emails.
- Respond to service products, and customer relation questions on module programing calibration specification, and repairs on current GM products parts and accessories.
- Research, analyze, and troubleshoot customer problems related to GM info structure guide lines.
- Handle inbound calls, outbound calls, email, and requests to provide hardware and software support to resolve system, application, administration, and configuration issues for our clients.
- Serves as the end point of contact for users with complex issues in various GM and ACDelco hardware products, as well as other technical hardware and software issues.
- Resolving third party software conflicts which could consist of: Firewall, Administrative rights, and Registry corruptions.
- Provide software updates and ensure all equipment is configured properly.
- Function as (One of the team member's specialists) contact for all Hardware Information and Technology issues throughout the team.
- Maintain required record keeping, including logging calls into the database, reporting time, and others as directed.
- Assisting GM clients with configuration and troubleshooting of wireless access points, LAN/WAN network connectivity configurations.
- Verified and maintained records for incoming as well as outgoing shipments; prepared items for shipment; compared information identifying counts, weights, or measurements of items incoming and outgoing; verified shipments and information against bills of lading, invoices, orders, or other records; and determined method of shipment, utilizing knowledge of shipping procedures, routes, and rates.
- Responsible for achieving immediate and short-term objectives as determined by the production manager such as output, quality, waste, yield, safety, and overtime costs; inspected and approved final product per ISO standard; motivated and trained employee on projects, repair, and maintenance; supervised and synchronized the production subdivisions to produce a quality product at the lowest possible cost; general operations; labor resourcing and absence management; general housekeeping and continuous improvement activities; and reallocating tasks or rescheduling production where necessary.
Cisco Healthcare, Concentration in Computer Networking Technology, Cisco Option Degree, I.T. Certification, A+ Guide to Software, UNIX using Linux, Windows Vista Configuration, Windows XP Concepts and Techniques, Windows Server 2008, Security+ Network Security.
A+, Administrative, calibration, Cisco, Hardware, Computer Networking, continuous improvement, clients, database, email, Firewall, help desk, ISO, LAN, LINUX, logging, access, Windows, Windows XP, Network Security, network, production manager, programming, quality, record keeping, repairs, reporting, Research, safety, shipping, specification, software support, troubleshooting, Unix, Vista,
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School Attended
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Job Titles Held:
- Technical Solutions Representative IV GM and ACDelco Hardware/Wireless Specialist
- Shipping and Receiving/Materials Manager
- Production Supervisor
Degrees
- Associate of applied science
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