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Lead Technical Specialist Resume

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Coppell, TexaS

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SUMMARY

  • Accomplished customer service professional with extensive experience in customer response teams in various industries.
  • Handle complex customer service issues. Demonstrated leadership, documentation, training, and organizational skills.
  • Strong oral and written communication skills. Self - starting team player

TECHNICAL SKILLS

Technical Competencies: Confidential, Octel, Serenade, Windows, Microsoft Office, Remedy, Vantive, Maestro, Modular Messaging, Verasmart, IP Telephony, IS3/IS3e, Siebel, Secure Shell Client, ToolsA, ASG, SSH, Citrix.Putty, Access Security Gateway, Confidential CM S8XXX Series Servers, Microsoft Outlook, Internet Explorer, PowerPoint, Excel, SAL, Confidential Site Administration, Procomm Plus D Confidential base, MATRIx, SAP, Confidential Solution Designer, Confidential ESP and AES.

PROFESSIONAL EXPERIENCE

Confidential

Lead Technical Specialist

Responsibilities:

  • Resolved problems regarding complex end-user installations, configurations, upgrades and migrations through problem isolation, verification, resolution and documentation.
  • Created Remedy incident status reports in response to inbound calls. Escalated priority issues to Network Operations Center (NOC).
  • Dispatched technical resources to customer site locations to resolve system problems on timely basis. Utilized Maestro application for notification of issue.
  • Responsible for interfacing with customers both external and internal.
  • Maintains positive relations and coordinates with various functions within teh company to ensure customer requests are handled appropriately and in a timely manner.

Confidential, Coppell, Texas

Software Specialist I & II

Responsibilities:

  • Maintained Service Level Agreements (SLAs) 100% of teh time. Due to prompt response on urgent issues, penalties incurred prior to formation of team were reduced and/or eliminated.
  • Standardized and streamlined team operations through documenting processes and procedures.
  • Resulted in 100% improvement in productivity for both response team and for engineers who no longer had to directly handle every call.
  • Ensured escalations were dealt with promptly and maintained ongoing communication with all parties concerned until issue was resolved.

Confidential

Customer Relations Specialist II

Responsibilities:

  • Performed troubleshooting on user problems regarding pager, MWI issues, and assisted with other related voice mail problems.
  • Created priority tickets on system-wide problems. Contacted Account Consultants and NOC. Updated customer until issue was resolved.
  • Performed project-related tasks to support customers and vendors. Assisted in defining system requirements, integration limitation, and application configuration requirements.

Confidential, Carrollton, TX

Customer Service Representative

Responsibilities:

  • Worked in various login groups to halp maintain service level, such as General Group, Small and Centrex Business group, and Help Desk/Supervisor Support.

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