SUMMARY:

• Support and understand Microsoft and Macintosh operating systems: DOS 6.22Win 95, Win 98, Win NT 4.0, Win 2000 Professional and Server, Microsoft XP Home and Professional, Mac OS 10, MAC OS 10.2 (Jaguar), Mac OS 10.3 (Panther), Mac OS 10.4 (Tiger) Mac OS 10.5 (Leopard)
• Experience with Peoplesoft, Remedy CRM, and SalesForce CRM software
• Troubleshoot & repair computers: preventive computer maintenance
• Help Desk Technical Support: Tier 1 and Tier 2 support troubleshooting
• Macintosh portable computers and other Macintosh products
• Very good verbal skills; communicates easily with others
• A very fast learner who adapts well to new situations and is eager to learn new skills
• Works well and also listens well
• Willing to step in and take charge of a situation when necessary

EMPLOYMENT HISTORY:

Confidential

Delivery Driver

Responsibilities:

• Picked up customers food and or drink orders from the restaurant of their choosing and delivered the order to the customer’s home r business.

Confidential

Fiber Customer Support Analyst

Responsibilities:

• I was training to be a customer support for their Confidential technical support department.
• My job duties would be to assist customers by phone with an any technical issues they may be experiencing with their Confidential Internet, TV r landline phone services.
• I would have the ability to send out new replacement parts to customer when necessary.
• I would have the ability to schedule and also follow up on appoints for technicians to come to a customers home and make any service repairs or installations when needed.

Confidential

Technical Support Analyst

Responsibilities:

• Answered 20 - 30 contacts a day through email and phone.
• Log and maintain merchant contacts and track their history and cases using customer management database software.
• Ability to escalate and track the escalation of any merchant s cases with our software programmers and developers. Called back merchants to keep them up to date on the status of their escalated cases and to provided a resolution as soon as one became available.
• Assisted merchants in integrating their web based shopping cart software with our payment processing software.
• Assisted in training merchants in the use of our software.
• Assisted merchant in installing peripheral devices such as pin pads and credit card swipers on their computers and integrating them with our software.
• Ability to remotely logged into a merchants computer using remote desktop software to troubleshoot and resolve issues when necessary.
• Which also included the installation of certain software or drivers needed for any peripheral devices the merchant may have.
• Monitored the companies network and servers using network monitoring software to make sure there were never any issues or utages that would need to be escalated.
• Escalated all network issues and outages to the proper group immediately.
• Tasked with completing a daily file-monitoring sheet during my shift to make sure specific important files arrived on time and important jobs ran on time. Escalated all issues to the proper group when necessary.
• Monitored all incoming emails for each of the different groups within our company. If any error alert emails were received they were escalated to the proper group associated with that email box.

Confidential

Helpdesk Chat Support Manager

Responsibilities:

• Managed up to 25 agents
• The first priority is handling customer escalations.
• Expected to complete monthly agent evaluations to make sure they were meeting quotas.
• Provided agents with daily, weekly and monthly stats.
• Maintained agent s schedules and vacation request.
• Assisted in conducting interviews for new hire candidates.
• Ability to escalate issues and problems to the program managers and then monitor and track the escalation.

Team Lead

Confidential

Responsibilities:

• Ability to provide answers to agents technical questions.
• Ability to assist and train agents in unfamiliar issues, problems services and software we support.
• Ability to take customer escalations when a supervisor is not available

Help Desk Support Representative

Confidential

Responsibilities:

• Answered 120 - 150 inbound contacts a day through e-mail and phone.
• Provided tier one and tier two technical support for the Webtools API applications.
• Assisted customers with their API coding when necessary to make sure they were using the correct HTML coding outlined in the online technical guides.
• Granted access to the different APIs for customers when they requested access to a specific API.
• Assisted customer with the use of Click-N-Ship shipping label
• Internet based printing program.
• Ability to troubleshoot why a customers label was not printing, or why a specific address was not being accepted by the program. As well as provide refunds for unused or unprinted labels.
• Assisted customers in the use of the Shipping Assistant software program including answering any questions they may have concerning the use of the software application.
• Provided technical support to customers who experienced issues attempting to use the Shipping Assistant software.
• Provided technical support for creating or managing f customer accounts, troubleshooting and documentation of customers issues with our client s website and the services it offers.
• Log and maintain customer contacts and track their history and issues using customer management database software.
• Ability to escalate and track the escalation of any customer issues