Areas of Expertise

• Verbal and written communication skills
• Attention to detail
• Well organized with ability to multitask
• Software and Hardware Troubleshooting
• Creative thinking
• Strong customer service ethos
• Knowledge of software maintenance
• Problem solving

PROFESSIONAL EXPERIENCE

Engineering Asset Management Specialist

Confidential

Responsibilities:

• Responsible for the un - racking, palletizing and returning obsolete and decommissioned material to the manager for disposition.
• Followed strict e-waste guidelines in the disposal of obsolete equipment, to a lesser degree.
• Followed strict procedure to maintain accurate inventory location records and retrieving equipment for installation.
• Prepared equipment and paperwork for shipments to remote site, as well as international shipments.

Logistics Coordinator

Confidential, Durham, NC

Responsibilities:

• Interpreting SLA’s and backlog reports.
• Managing workload and optimize output, Managing inventory, receivables and special projects.
• Executing new support programs based on customers agreement.
• Handling new repair processes for support of OEM and company branded products.
• Resolving daily shop floor activities.
• Creating WIP Packets by using Oracle from customers’ orders.
• Scheduling, coordinating, and transportation duties in support of warehouse operation and transportation of product.
• Coordinate and process internal requisitions and external purchasing via purchase order
• Create a daily delivery schedule for management review
• Confirm deliveries with customers as required
• Ensure all systems are up to date and accurate
• Inspect physical condition of warehouse and related equipment
• Ensures all received shipments are stored appropriately
• Other duties as assigned

Depot Technician

Confidential, Durham, NC

Responsibilities:

• Assemble or disassembles instruments parts or components, as necessary.
• Performing regular test and inspection procedure to ensure that the product is formed in accordance with the specifications.
• Maintaining a safe, clean, and healthy environment and ensure the compliance with the company’s rules and policies.
• Entering parts information into the Oracle application database.
• Making sure that all parts, and other processes are processing at the given time.
• Updates UPL H15 Firmware and data entry of devices using Oracle Database.

Technical Support Representative Tier 1

Confidential

Responsibilities:

• Open and manage trouble tickets from Team bucket.
• Escalate issues to the next level technician that cannot be resolved using current knowledge.
• Handle and carefully respond to all customer inquiries.
• Communicate with the customers and provide reassurance that the issue is being properly addressed.
• Using Logical problem-solving skills to resolve the customers technical queries.
• Follow up to customer inquiries by taking specific action in a timely manner.
• Discuss technology in simple, every-day terms; manage multiple clients and open tickets simultaneously.
• Maintain a constant focus on customer service through patient, thoughtful responses and a pleasant, engaging disposition always.

Customer Service Representative

Confidential

Responsibilities:

• Build trust by understanding the unique needs of our customers and resolving those needs effectively and efficiently.
• Went through warranties and different auto plans and find best one for customer.
• Marketed upgraded policy to the customer.
• Report to supervisor regarding the problem with policy.
• Ability to work under pressure.
• Accurately and professionally explain coverage and payment options.
• Active listener and identify customers’ needs.
• Handle inbound calls from consumers who have requested an insurance quote.
• Provides efficient processing of customer policies, endorsements, and status and coverage changes.
• Ability to speak clearly when provide information to customers.
• Type clearly and accurately with good typing speed.
• Makes outbound follow-up calls to customers in response to questions or complaints.
• Resolve client inquiries and complaints.

Computer Technician & Sales Associate

Confidential, Apex NC

Responsibilities:

• Provide technical support over the phone.
• Set up hardware and install and configure software and drivers.
• Performed hardware and software installation and provide high-level customer care, training, and technical support.
• Troubleshoot, researched diagnosed, documented, and resolved technical issues in Window 9X, XP, 7, Serves2008, MS Office, Outlook email setup and LAN/WAN connectivity issues.
• Perform regular upgrades to ensure systems remain updated.
• Troubleshoot system failures or bugs and provide solutions to restore functionality.
• Keep records of repairs and fixes for future reference.
• Welcoming customers to the store and answering their queries.
• Assessing customers' needs and providing assistance and information on product features.

IT Support Specialist

Confidential

Responsibilities:

• Self-starter with the maturity to ask for assistance when needed.
• Managed daily operations of the IT department.
• Develop new strategies and IT Procedures to increase efficiency, enhance workflow and improve customer satisfaction.
• Protect customer data from outside infiltration through encryption, secure data storage and other necessary means.
• Resolve technical issues via incoming phone calls from non-technical end users. Proficiency to solve require technical issues remotely.
• Access device monitoring remotely and diagnose issues remotely Find and document any new support issues or product bugs.
• Detail oriented with excellent documentation skills.
• Provide supports for PCs, Laptop, Printers, and tablets etc.
• Provide in-depth onsite and remote technical guidance to new customers to ensure a successful implementation.
• Remote Service call onsite support.
• Ability to translate clients' needs into technical solutions and recommendations.
• Basic understanding of IP routing, VPN, VLAN and WLAN.