SUMMARY

• USAF Veteran - Acquired leadership training and held specific leadership roles.
• 12+ years of Level II Technical Support experience.
• 15+ years working in a call center environment.
• Proficient in the use of Citrix, Java script, all Mac OS, all Windows OS.
• In depth knowledge of MS Exchange (2003 & 2007), Active Directory, PowerShell, OCS, BES, RTC, all Microsoft software, all Apple software.
• Excellent written and verbal communication skills with an eye for detail.
• Team player, optimistic, goal-oriented, strong mathematical & analytical skills.
• 120 WPM typing speed.
• Bilingual Korean.

PROFESSIONAL EXPERIENCE

Client Product Coordinator / Computer Systems Specialist

Confidential, Kansas City, MO.

• Maintain logs & records via several ticketing systems.
• Resolve Level 2 break/fix issues, both hardware & software related.
• Onsite & remote communication and interaction with clients regarding training, installation, and troubleshooting of proprietary computer systems.
• Install and demonstrate Confidential equipment & systems for client accounts.
• Carried out Confidential conversion projects from start to finish in assigned territory.

Project Coordinator / Hardware Technician

Confidential, Dallas, TX.

• Manager and Consultant for the transition and logistics of computer equipment to clients in the Mid-America division from a centralized location.
• Liaison between IT Director and IT team, sales reps, supervisors and clients.
• Managed a team to oversee operations & logistics of the centralized depot.
• Held monthly meetings to address process improvements and budget concerns.
• Troubleshoot higher impact technical issues on a global level.

Customer Engineer

Confidential, Dallas, TX.

• Utilizing a company van, provided service, maintenance and repair of ATM’s for various banks, stores and facilities.
• Troubleshoot, isolate and repair of hardware, software or electro-mechanical issues with ATM’s
• Handled logistics of ATM parts; ordering, returning, and processing.
• Notified bank branch managers of ATM outages and ensuring complete customer satisfaction with service and maintenance of ATM’s.
• Ensured all safety, security and compliance protocols while servicing ATM’s.

Premium Services Expert

Confidential, Dallas, TX.

• Fulfilled multiple roles; PC consultant, Sales representative, In-house PC Technician, logistics for major hardware repair for Sony PC’s.
• PC setup, hard drive swap, RAM install, reformat, re-image, software upgrades, PC customization, PC tune-up, virus removal, setup in-home repair, setup Sony service depot repairs.
• Used ticketing system to maintain repairs, service and complex customer issues.

CPU Technical Support Advisor II

Confidential, Austin, TX.

• Provide resolutions for customers for their hardware or software issues.
• Supported all Apple products, both hardware and software.
• Accepted escalation calls from Tier 1 and other support groups.
• Liaison between supervisors, developers, Tier 1, and customers.

iOS Technical Support Advisor I

Confidential, Houston, TX.

• Provide resolutions for customers using Windows PC or Macs for iOS products.
• Supported both iPhone, iPod & iPads, iOS, and all related iOS apps.

Advanced Technical Support Representative

Confidential, Alvin, TX.

• Provide resolutions to customers for their Dish equipment.
• Accepted escalation from Tier1 to Tier3 for more critical or advanced issues.
• Liaison for field Techs, Engineers and management.

BPOS-D MS Exchange Tier 2 Agent

Confidential, Austin, TX.

• Tier 2 Enterprise level support for Microsoft clients using Microsoft products.
• Assisted IT Pro with; Blackberry (BES), SharePoint, LiveMeeting, RTC, Communicator, Active Directory, Outlook (mail, permissions, objects, GAL, distribution groups, Dynamic distribution groups).
• In depth knowledge of PowerShell for advanced troubleshooting of MS Exchange 2003 & 2007.
• Tier 2 break-fix resolution for MS Enterprise clients.

Technical Support Representative Tier II

Confidential, Austin, TX.

• Provide resolutions for customers for their hardware or software issues.
• Supported all Apple products, both hardware and software.
• Accepted escalation calls from Tier 1 and other support groups.
• Liaison between supervisors, developers, Tier 1, and customers.

Customer Service Representative

Confidential, Austin, TX.

• Assisted customers with billing, wireless reception & payment.
• Troubleshoot phones and reception issues.
• Technical support to peers to better assist customers.

Collections Representative I

Confidential, Round Rock, TX.

• Outbound calls on an automated dialer to customers.
• Assisted debtors with delinquent accounts, by providing settlements and payment arrangements.
• Consistently exceeded company goals and personal quotas.

Flood Data Researcher I

Confidential, Austin, TX.

• Provided flood zone determination for both private & commercial properties.
• Used FEMA maps, atlases, property blue-prints, zoning office maps, online resources to make appropriate flood zone determinations for insurance purposes.

Claims Examiner II & Customer Service Representative

Confidential, San Angelo, TX.

• Answered incoming calls from customers and providers.
• Assisted customers and providers with billing, payment, insurance options, provider and claim information.
• Examined, adjudicated & adjusted claims (ICD9 & HCFA) in between calls.
• Trained 50 CSR & Claim Examiners.

Crypto-Linguist

Confidential

• The details of this career are classified.

Computer Operator

Confidential

• Computer Operator Journeyman to assigned Air Force bases.
• Dissemination and distribution of classified information.
• Maintained, repaired, & troubleshoot Server, PC, software and hardware.