Advanced Technical Support Staff Resume

SUMMARY:

Self - motivated team player with over 15 years of experience in teaching and few years of experience in technical support. MOS Certified. Highly collaborative team player with success in boosting morale, removing impediments, and delivering improvements that result in improved workflow. Currently working towards additional s.
Virtual Desktops (Tehama)
Microsoft Office Suite: Word, Excel, PowerPoint, Outlook, and SharePoint
Proficient in the use of MS Teams and Slack
Google G Suite
Experienced in using Amazon Web services, Zendesk, CRM, CCMS, Citrix, I Care, Avaya, Oracle based Database system, Endeavor Streaming, Akamai Identity Cloud (CIAM), Tracker, Epic (medical customer support), SharePoint, Intradeim (Call Center Automation), RingCentral QoS Dashboard, Sales Force, Epic etc.
Excellent time management Ability to work in a fast-paced, agile work environment Ability to analyze requirements and map out a process Ability to master new software Ability to prioritize and multi-task in complex work environments Excellent written, verbal and interpersonal communication skills Attention to details Critical Thinking Problem Solving.

PROFESSIONAL EXPERIENCE:

Confidential

Advanced Technical Support Staff

Responsibilities:

Preparing technical notes for my team
Interact and coordinate with colleagues in MS TEAMS and Slack.
Use Endeavor Streaming, Akamai Identity Cloud (CIAM), Zen Desk to provide detailed feedback and support to customers.
Enter data and details about the customer issues in RNT (Oracle), keep records of customer complaints and transactions.
Utilize Oracle online database system and Amazon Webservices, Outlook, Cisco VPN, Avaya, Zoom, etc., to resolve a few dozen issues per day, with less than 5% promoted to higher level technical support.

Confidential

Technical Support Staff

Responsibilities:

Provide online technical assistance in the subscription, installation and troubleshooting of HBO, HBO GO, HBO Now and HBO Max services.
Writing notes about the medical condition of the patients.
Use Sales force and Epic. Scheduling of patients. Date Entry and Data Analysis.

Confidential

Substitute Teacher

Responsibilities:

Developed daily lesson plans outlining the goals and objectives being met and activities being used to teach new skills.
Developed engaging PPT presentations to enhance daily lessons.
Maintained clear documentation of lessons, student work and results
Multiple long-term substitute assignments of English (Middle School) and Spanish (High School) for Gifted and Talented Program.

Confidential

Teaching Assistant

Responsibilities: