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Tier II Technical Support Analyst Resume Example

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TIER II TECHNICAL SUPPORT ANALYST
Summary
A technically astute OTA professional with a strong technical and financial background who possesses strong leadership skills and the ability to provide support to clients across diverse markets. In search of a position that will utilize my experience and skills to meet business needs and support commitment through premier customer service, employee development, and continuous improvement. Recognized for ability to coordinate special projects, supervise teams, and provide excellent support through an unbridled commitment to meet business needs.
Experience
05/2014 to Current
Tier II Technical Support AnalystExpedia/Hotels.com － Dallas, TX
  • Provide internal and external technical support to Market Managers, Lodging Connectivity Account Managers, Hotels, and Connectivity Vendors/System Providers
  • Analyze SQL data to determine root causes of errors in HIMS server
  • Provide technical escalation support for various outage and maintenance incidents
  • Maintain daily ad hoc Reports Using Salesforce, Excel and SQL
  • Maintain Expedia QuickConnect processes/documents for Roll Out
  • Update and maintain technical documentation on Basecamp/SharePoint to ensure consistency and up to date communications that are utilized by internal partners
  • Work closely with Connectivity Account Managers and vendors to provide superior customer support
  • Work along with Lodging Financial Services to investigate all partner adjustment requests over $2,000
11/2013 to 05/2014
Remittance Processing SupervisorGC Services, LP － Houston, TX
  • Supervised a team of bookkeepers which handled various functions including, but not limited to posting both mail, and automatic payments, Western Union, MoneyGram, and Federal Wire funds transfers
  • Investigated and diagnosed various fraud issues
  • Completed daily audits using SQL Server Data Management Studio prior to day end postings for various clients
  • Audit/approve bank deposits prior to pick up/deposit
  • Facilitated weekly team/one on one meetings to ensure bookkeepers remain aware of all current Standard Operating Procedures, client expectations, and performance metrics
08/2009 to 11/2013
Lodging Support Services SupervisorExpedia/Hotels.com － Dallas, TX
  • Managed day to day activities of a team of Lodging Support Services agents
  • Partnered with peers and management to insure departmental metrics were achieved during assigned shift
  • Managed agent performance including, but not limited to evaluating, monitoring, and tracking performance metrics
  • Maintained a high level of internal customer satisfaction by using professional, positive communication skills
  • Handled escalated customer issues as needed.
  • Performed audits on guest relocations, hotel absorption amounts, and guest compensation amounts
  • Facilitated regularly scheduled Supervisor led team meetings and agent 1:1's to set expectations, review performance, set goals, and promote communication
  • Maintained team attendance guidelines; escalated discipline as needed
01/2009 to 06/2009
Late Stage Collections ManagerChrysler Financial Services LLC － Westlake, TX
  • Manage a revolving portfolio of delinquent auto loan accounts
  • Heavy skip tracing, using Accurint, Fast Data, IVR Tracing, Inovus, and 411.com
  • Arrange suitable payment arrangements to secure auto loans
  • Process repossessions, dispatch/schedule vehicle pick up through Bridgelink
  • Process refinance applications
03/2008 to 01/2009
Credit Solutions SpecialistWashington Mutual/Chase － Arlington, TX
  • Establish and maintain credit application files
  • Investigate potential, new and existing customer accounts for creditworthiness through the use of credit reporting agencies, customer financial statements, trade references and various other sources of credit data to determine the appropriate level of credit to be extended
  • Investigate and identify corporate linkage and determine the companies ultimately liability for payment of invoices
  • Monitor and determine when credit limits need to be adjusted or removed based on financial, payment and/or trend data
  • Communicate/collaborate with internal departments to work for resolution on customers where credit may be terminated or where other escalation to Sector/Operations leaders may be needed
  • Review potential third party or attorney placement of trade and non-trade accounts for validity prior to placement
  • Determine and perform/coordinate any remaining potential internal collections actions
  • Perform bad debt write offs and coordinate placement with appropriate agencies/attorneys
03/2007 to 03/2008
Contact Center GeneralistLoan Link/CUNA Mutual Group － Fort Worth, TX
  • Assist credit union members with account inquiries
  • Processed mortgage, auto, and personal loan applications
  • Effectively deliver multiple services and expertise to clients by providing professional fee based advice, financial planning and asset management
  • Grow Assets under Management (AUM) by offering a breadth of financial solutions
  • Effectively implement/leverage technology and other available investment tools/resources to provide clients an exceptional member experience on a consistent basis
Education and Training
BAAS: Applied AdministrationUniversity of Houston － Houston, TXApplied Administration
May 2014
AAS: Accounting Information ManagementTarrant County College － Fort Worth, TXAccounting Information Management
May 2009
Accounting Paraprofessional CertificationTarrant County College － Fort Worth, TX
December 2008
Accounting Technician CertificationTarrant County College － Fort Worth
Skills
Accounting, ad, asset management, attorney, com, communication skills, credit, client, clients, customer satisfaction, customer support, Data Management, Fast, Financial, financial planning, financial statements, funds, IVR, Market, meetings, Excel, mail, SharePoint, pick, processes, reporting, Sales, SQL, SQL Server, Supervisor, technical support, technical documentation, Technician, trend
Activities and Honors

Hyatt Travel Specialist, Marriott Hotel Sales Specialist, Certified Travel Agent through Fairmont/Raffels/Swissotel (Famous Agent Program), Legoland Florida Certificate of Brictacular Excellence, SeaWorld Parks & Entertainment Specialist Diploma

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Resume Overview

Companies Worked For:

  • Expedia/Hotels.com
  • GC Services, LP
  • Chrysler Financial Services LLC
  • Washington Mutual/Chase
  • Loan Link/CUNA Mutual Group

School Attended

  • University of Houston
  • Tarrant County College

Job Titles Held:

  • Tier II Technical Support Analyst
  • Remittance Processing Supervisor
  • Lodging Support Services Supervisor
  • Late Stage Collections Manager
  • Credit Solutions Specialist
  • Contact Center Generalist

Degrees

  • BAAS : Applied Administration
    AAS : Accounting Information Management
    Accounting Paraprofessional Certification
    Accounting Technician Certification

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