OBJECTIVE:

• To apply my current, technical and direct customer service skills, and managerial experience, into the field of hardware, software, and direct user support.

TECHNICAL SKILLS:

Systems: Windows XP - Windows 11; MacOS 10.6 and later

Work Related Systems: STAR Tracker; Billing systems (Cellware & VII), Remote systems (eSmart Issue Tracker), OPUS, Service-Now, IT-Solutions Shop (ITSS), Confluence, EdgeHealth. Home Cert. ICOMS, INAV, EMTT tracker, ETTQ, PeopleSoft, iLog, iDesk (knowledge base), Monsterboard, Bomgar, Citrix; Secure Remote User; Kronos Gating App (KGA); VISA Prepaid Administration System (PAS); CAT

Falcon; CTR Tool; Lexis/Nexis; HVD Citrix Tool; Humanify Agent Desktop; Enterprise Connect; Slack; BlueJeans; Adobe Hub; VIP Access and Okta Verify; AirWatch; SCCM; Zoom; Google Suite, Microsoft 360 Applications; LogMein Rescue Remote Application; Issue Tracker Active Directory (AD), Bluezone, NAC, Help Desk Tool, CCPulse, NCHD/TSD Portal, Sagitta, RSA Console, BitlockerAdministation, CyberArk, IRA Tool, Service Now, Bitlocker Drive Recovery Console, Help Desk ToolsSSPR Portal Skype for Business Powershell ISE, Truist Self-Service Software Portal, Salesforce

Networking: TCP/IP, Firewalls, Routers, Hubs, Wireless Technology (i.e. router troubleshooting, WPA security) LAN; WAN

Software: Microsoft Project Office (Word, Excel, Access, PowerPoint, Outlook), MS Visio, MS Project, Microsoft Works, Security Technologies (Anti-Virus tools),Pages, Keynote, Numbers, Skype for Business

PROFESSIONAL EXPERIENCE:

Confidential

Technical Support

Responsibilities:

• Resolve customer inquiries by phone, chat or email
• Learn and utilize specific software tools and problem-solving strategies to solve for customer issues and continuously improve our processes
• Ensure the customer has the tools and knowledge they need to run their business
• Gauge customer technical ability and modify delivery skills accordingly
• Properly document customer call notes in system using multiple screens of data
• Confidential products and services to give consumers what they need to connect, train, and compete with the knowledge to achieve their goals.
• Utilize customer service skills, basic sales techniques, and product knowledge to connect customers with the right product and drive sales
• Build the bond between consumer and brand by providing superior service and adapting brand stories to the retail setting
• Maintain knowledge of various store departments, perform shipping and receiving duties
• Serve as a product knowledge resource for consumers and entry level associates sell Confidential products and culture, sales and service techniques

Confidential

Responsibilities:

• Answer inbound calls, carefully assess their purpose, prioritize their handling, and triage the calls as indicated.
• Engage with Confidential ts via inbound and outbound calls to place orders, provide guidance and relating to Program eligibility and any other assistance they may need.
• Conduct benefit verification, obtain insurance determinations, and qualify income to ensure Confidential t eligibility for supported programs.
• Accurately record/document activities and Confidential t interactions via appropriate systems and records.
• Respond to and follow-up with Confidential ts and Healthcare professionals regarding Program eligibility needs and order inquiries.
• Maintain compliance with Company call center policies and various Confidential t assistance program policies.
• Complete various special projects as required

Confidential

Technical Service Desk

Responsibilities:

• Provide exceptional IT Service Desk support, guidance and to end-users for various IT devices, applications or processes.
• Record, Update and Escalate Support issues to the next level in a timely manner.
• Support all IT onboarding activities for end-users
• Work with our internal IT Teams on system testing, integration and maintenance.
• Engage IT business tools to support business users and internal IT
• Seek, Suggest, Evaluate and implement process and Technology improvements.
• Willing to learn & grow in other IT Business areas
• Advance technical support for in-house applications and development
• Answer technical support calls providing and escalating to other support group
• Provide support based on email generated requests or reports
• Document troubleshooting steps and detailed description of the customer incidents and requests
• Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures

Confidential

Truist Service Desk/ Network Control HelpDesk

Responsibilities:

• Interact with Over 60,000 Clients in Branches, Corporate Environments, and RemoteLocations. Hardware Includes: 12K Desktops, 19K Laptops, 12K Printers, 12K Thin Clients, 550Tablets, and 150 Confidential PCs
• Modify and Update Passwords for Network, Mainframe, and Remote Access Logins Create and escalate tickets to hSTI teams and for manages workstations applications and accounts
• Resolves issues with Branch and Blended Branch Equipment and Branch Programs such as Client Central,Enterprise Teller PC Teller, Thin Client, Branch Capture, Printer, and Validators.
• Support Workstation Hardware Failure, Mobile Device Email(mobileiron), VPNs, other LOBsThrough Front Line Diagnosis
• Resolve issue with printer mapping (office and remote) and Microsoft Office Toshiba and Lexmark printer
• Resolve issue with VDI (Virtual Machine), Citrix, VMware, Jabber, IP phone support
• Remote-in to workstations for workstation compliance; confirm if a workstation is still on the hBBT domain; use scripts to resolve issues
• Used NCHD /TSD Portal message board for current issues, updates on projects, messaging for help from floor-support or other coworkers.
• Active Directory - Look up users and computers, unlock / reset network passwords, verify home drive and user's, etc
• Unlock/Reset Mainframe password (BlueZone & Document Direct) -Rocket BlueZone Mainframe Display
• RSA Console Unlock to reset pins for RSA tokens, create emergency tokens and resynchronize RSA tokens verify authentication
• Merger(MOE) globally trained: Skype for Business ; SIP login issues; migration outlook and skype; Identity Portal. hSTI Active Directory, hSTI Director, hSTI AppSense, hSTI RSA Console. hSTI Retrieve hSTI WSID, Access Request System, hSTI Citrix, Citrix XenApp, hSTI SNOW, DevZone.

Confidential

Adobe IT Onboarding Americas/ EMEA

Responsibilities:

• Configure and troubleshoot issues during Adobe IT Orientation Mac and Windows users
• Provide technical support for an assigned set of clients (via Slack and BlueJeans)
• Troubleshoot, duplicate and resolve technical support issues and provide end-user support for applications and software (Adobe systems and collaboration tools)

Confidential

Claims Analyst (Prepaid Claims Initiation Tier 2)

Responsibilities:

• Investigate and decision daily incoming claims using multiple systems and tools
• Resolve differences; answer service requests and inquiries received from various channels.
• Manage customer's accounts as appropriate, process charge backs, credit or debit, and update customer regarding pending claims.
• Researches and resolves other general customer account inquiries as appropriate.
• Ensure that all cases are resolved in compliance with industry regulations and bank procedures, integrity levels of the department's case management system and financial controls.

Confidential

Responsibilities:

• Handles more complex and/or escalated customer situations regarding possible fraudulent account activity
• Complete inbound and outbound calls and take appropriate action based on complex transaction characteristics or account changes.
• Research and resolution of fraudulent activity and service support

Confidential

Responsibilities:

• Track and monitor the bank’s transactions and activity that comes through the customers’ accounts.
• Identify and trace any suspicious or high-risk transactions, determine if there is improper activity involved, and determine if there is any risk to the bank or its customers.
• Determine existing fraud trends by analyzing accounts and transaction patterns.
• Resolve queued transactions within the service level agreements to reduce potential revenue losses.
• Reviews customer accounts for possible fraudulent account activity.
• Complete inbound calls and take appropriate action based on transaction characteristics of greater complexity.
• Assesses the level of risk and makes decisions which directly impact the customer experience and risk to Confidential .
• Analyze accounts and customer situations that may require differentiated treatment or specialized resolution.
• Experience is gained through, following established procedures and guidelines and research utilizing multiple systems and tools.

Confidential

Service Representatives

Responsibilities:

• Process of customers’ requests (i.e. credit card payments, transfers within accounts, setting up online banking access, credit or debit card activation, etc.)
• Navigate through multiple applications and tools to understand policy / procedures, gain clarity on various products / services and research and resolve issues with client accounts
• Display passion, commitment and deliver an experience that improves our customers’ financial lives
• Manage risk by accurately authenticating customers, fully adhering to policy / procedures and proactively identifying and escalating potential risks
• Provide customers with clear, complete and accurate responses to their questions and inquiries at point of call
• Effectively educate, promote and guide customers through our online and mobile self-service capabilities at every opportunity.

Confidential

Responsibilities:

• Special Project Call Center White Glove Windows 10 upgrade support
• Re- image PCs, Data migration (system installs and image bare computers)
• Setup computers for kiosk (swap out old computers for new ones, work with the end user to migrate any data from their personal or old computer to the new computer and swap out systems)
• Help resolve incident tickets (ServiceNow)

Confidential

Tier 2 iOS Helpdesk / Senior Advisor

Responsibilities:

• Handle consultations and escalations from Technical Support Advisors (Tier 1)
• Demonstrate the appropriate level of ownership & perform all troubleshooting within scope of support to resolve customer's issues
• Acting Supervisor, empowered to makes decisions advocating for the customer like, customer satisfactions (cs) codes, appeasements, support exceptions and dispatch service exceptions
• Handle consultations from Customer Relations (CR), Executive Relations (ER), Geniuses, Public Relations, and Telesales
• Utilize tools from the Here to Help Palette on every customer interaction
• Resolve financially sensitive technical issues, such as the customer-replacement unit (CRU) process. Safety escalations and EFFA captures
• Adhere to required metrics (CSAT, AHT, Issue Resolution, ACW etc.)
• Make outbound calls to follow up on written escalations and maintaining all commitments made to customers
• Maintain knowledge of products & technical ability
• Responsible for maintaining an awareness of potential product issues and their potential effect on Confidential 's business
• Analyze and troubleshoot hardware and software issues with iPhone, iPad, and all Mac computers in timely manner
• Analyze and troubleshoot hardware and software issues with iPhone, iPad, and all Mac computers in timely manner
• Enhance customer experience utilizing Here to Help model / assessing customer communication style
• Successfully meets required metrics (AHT, CSAT, ACW etc.)
• Consistently recognized on Peak Performers list for my org; H2H 3A’a and performance metrics (AHT, ACW)
• Provide iCloud support (account storage issues, find my iPhone app, contacts and calendar syncing, etc.)
• Resolve Account Security issues like Confidential id password resets, activation locks, minor iTunes Store login and purchase issues
• Educate customers about AppleCare Protection plan for software hardware coverage
• Assist customer with new user setup / system upgrades for all devices iOS / CPU
• Basic support for iWork (Pages, Numbers, Keynote) and iPhoto applications
• Resolve issues with all OSX Applications (Messages, Mail, Safari, Boot Camp, Time Machine, etc.)
• Resolve issues with, Internet connectivity; Confidential Id /Account Security; ITunes sync issues; Accessories (displays, keyboards, mice), etc.

Confidential, Chesapeake, VA

Tier 1 Technical Support for Multifunction Printer

Responsibilities:

• Troubleshoot inbound telephone inquiries for customers regarding hardware and software issues with Canon printers
• Resolve issues such as, wireless networking the printer; printer software installation; printer hardware setup; internal hardware error codes; mobile device setup with printer, faxing setup and configuration, etc.
• Analyze problem in regards to Windows OS including printer driver error and updates; Windows Services like (WIA) for scanning, registry issues, print spooler issues, Canon software response errors, etc.
• Practice defined policy and procedures to determine appropriate action with customer situations regarding warranty exchanges and repair, Canon Loyalty Program, ASF facilities, etc.
• Assist in testing and evaluation of current and new products.
• Maintains log of problems using CRM application so that recurring problems can be reported by entering call information into call tracking database.

Confidential, San Diego, CA

Tier 1 Technical Support/ Sales Support

Responsibilities:

• Resolved service related issues related to Cox products including but not limited to, analog and digital video, DVRs, HD, Cox High Speed Internet and Cox Digital Telephone by directing customers through a series of troubleshooting steps.
• Educated customer on customer owned equipment such as PC, TVs, VCRs, etc. Educates customer on use of browser, use of email, changing passwords and other member services features.
• Guided customers through standard processes such as; reinstalling anti- virus software, resolving modem issues, TCP/IP settings for internet access; mail server verification for email credentials, etc.
• Effectively used troubleshooting tools such as EdgeHealth, Homecert, Inav; ICOMS, KIQ; EMTT to track trends and large customer database.
• Resolved problems on the first call with a minimum of transfers, truck rolls or Test Desk tickets by consistently improving personal technical knowledge and understanding.
• Referred customers to Tier 2 or Test Desk in cases in which the attempts to resolve the service issue were not successful.
• When necessary, scheduled a service visit at the customer's convenience.
• Transitionally sold additional Cox products to customers meeting quota and metrics
• Resolved questions/concerns effectively and efficiently thought the use of active listening and personalizing techniques based on the customer’s needs.

Confidential, San Diego, CA

Tier 1 Support- Frontline Support and Registration Services

Responsibilities:

• Provided basic applications and technical analysis, procurement system workflow assistance, and routine data administration and manipulation.
• Triage advanced incoming calls to software programmers
• Provided telephone and email support requests made by end-user customers regardingapplication functionality and performance; access and/or diagnosis all problems.
• Interacted with end-user to document information about system issues.
• Logged and acknowledged all incoming calls (incidents) into call tracking system and relevant diagnostic information related to user issues.
• Escalated unresolved incidents to higher-level Software Support Analysts.
• Instructed, guided, and assisted users with "quick fixes" in to system issues; recommending common actions/solutions to correct problems.
• Assisted with procurement system workflow issues
• Performed basic application technical analysis
• Provided end of Government’s fiscal year (FY) services

Confidential, Chula Vista, CA

Customer Facing Direct Sales Support

Responsibilities:

• Sold all products and services
• Meet all sales objectives.
• Handled all administrative aspects of the sale including: completing customer contracts and warranties, pulling products from inventory, accepting customer payments and filing the completed orders.
• Maintained strong knowledge of all Company products, accessories, pricing plans, promotions, and service features.
• Knowledgeable of competitive offers and provide critical market feedback to the Store Manager regarding local competition and product/service needs.
• Handled service inquiries from customers.
• Provided efficient, courteous customer service and assistance in all aspects of product offerings and services.

Confidential, La Mesa, CA

Customer Service & Soft Sales Support

Responsibilities:

• Provided fast, friendly service by actively seeking out and engaging customers assessing their needs and providing assistance.
• Maintained HP product knowledge of printers, laptops, PCs, and other associated vendors like AMD.
• Successfully greeted and qualify customers, recommended and closed sales.
• Uphold the merchandising for HP products.
• Performed in-store scenario-based demonstrations to customers.
• Described features and benefits of products.
• Facilitated in-aisle to sales reps in assigned stores.
• Ensured client product sales through customer interactions and demos.

Confidential, Germantown, MD

Hardware & Software Technician

Responsibilities:

• Executed all computer repairs, upgrades, installations, customer facing and over the phone and technical support.
• Troubleshoot client computers and devices to determine needs and service solutions.
• Facilitated in store sales, upgrades, installations, and services.
• Strived to reduce customer returns/exchanges through product inspections.
• Accurately processed STAR transactions (i.e. paperwork, service orders, product shipping, receiving).
• Noted for technical troubleshooting skills used to rapidly and cost-effectively resolve challenging technical issues.

Confidential, Virginia Beach, VA

Online End-User Support

Responsibilities:

• Efficiently provided support through the use of the issue tracker to resolve client issues via online messaging center utilizing multitasking skills.
• Analyzed customer problems and formulated a plan for resolution to prevent escalated issues.
• Maintained databases utilizing DTMax applications.
• Documented issues thoroughly and accurately with customer information and resolutions.
• Communicated high impact issues to supervisors.
• Proactively look for ways to improve current processes, operations, and customer experience.

Confidential, Virginia Beach, VA

Call Center Support

Responsibilities:

• Successfully resolved numerous customer billing & minor equipment issues, created adjustments, answer inquiries, and offer input regarding accounts.
• Effectively sold various company products and services beneficial to customers
• Created connections with customers to ensure a positive experience, and consistently strived for first call resolution.

Confidential, Norfolk, VA

Certified Swing Manager

Responsibilities:

• Professionally & thoroughly trained in the areas of managing finances to include deposits and safe control
• Managed store shift and controlled labor
• Delegated positions to employees.
• Resolved customer escalated issues
• Trained and evaluated employee performances.
• Consistently received exceptional scores on company approved “Mystery Shopper” evaluations.