Dedicated employee known for punctuality, pursuing employment options where great work ethics, positive attitude, and my skills will make a difference.
Experience
Technical Support Specialist, 11/2020 to Current Barry-Wehmiller – Concord, NH,
Assisting, researching, resolving, and de-escalating customer issues and devices
Implement new information and procedures efficiently and professionally through Excel’s SharePoint
Deliver a consistent level of quality on all calls and issues, encompassing the “white glove experience”
Concentration and strong understanding of advanced troubleshooting for all Ring products
Analyze tickets for trends in customer issues and report to the trending teams
Utilize multiple systems to access customer information, research issues, and educate customers
Develop and implement scalable solutions to support Key for Business’ mission
Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns.
Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
Utilized past training in Data Analysis to build a tracking tool in Excel’s SharePoint for trending teams.
Monitored service orders to completion and closed service tickets.
Documented repair processes and helped streamline procedures for future technical support actions.
Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
Daily Operations Coordinator, 12/2014 to 01/2020 Campus Compact – New London, CT,
Resolved over 180 ticketing problems per day and provided exceptional client support utilizing CSM software Resolved conflicts and negotiated mutually beneficial agreements between parties.
Collaborated with area managers to evaluate needs and optimize operational plans.
Devised, deployed, and monitored processes to boost long-term business success and increase profit levels up to 50%.
Web Designer, 10/2018 to 10/2019 LV Net – City, STATE,
Updating current websites for at LV.Net and LasVegas.Net and translating both websites from English in Spanish in its entirety utilizing Excel, PHP, and Photoshop.
Created web images in alignment with company message, including strategically using visuals to highlight featured products and services and producing content that converts users to purchasers.
Checked copywriting, image design, banners and other features for blending within site content and reviewed graphics for cohesive aesthetics.
Tested site compatibility across multiple browsers and devices, uncovering and debugging issues and addressing inconsistencies.
Addressed user interface issues reported by site visitors, creating remedial measures to smooth interaction and correct weaknesses.
Liaised with managers and developers to track and respond to performance of existing sites.
Promoted company's mission and vision through creation of web images and visuals focused on key products and services.
Developed site content and graphic by coordinating with copywriters and graphic artists.
Bilingual Customer Support Representative, 10/2018 to 10/2019 LV Net – City, STATE,
Upheld high standards of customer services by responding to inquiries, needs and problems.
Documented conversations with customers to track requests, problems and solutions.
Assessed customer account information to determine current issues and potential solutions.
Analyzed customer complaints and service trends to identify and correct systematic issues.
Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Applied consultative approach to collect information on customer service, account and technical concerns.
Shared detailed information regarding options to help customers make decisions.
Responded quickly to customer inquiries, needs and problems.
Education and Training
Certification: Data Analytics, Expected in 09/2020 Thinkful - New York, NY, GPA:
Studied with a cohort, at an accelerated pace. Graduated in a few short months as a Certified Data Analyst. Capstone Projects are available through secured links.
Bachelor of Arts: Business Administration, Expected in 05/2004 Washington Bible College And Capital Bible Seminary - Greenbelt, MD GPA:
MCTS Certification: Microsoft Certified Trainer, Expected in 08/2009 Computer Training Academy - Chantilly, VA, GPA:
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Thinkful
Washington Bible College And Capital Bible Seminary
