TECHNICAL SKILLS:

• Expertise in supporting desktop operating systems to include the following (Windows 7, 10 Mac OSX 10.10.X).
• Strong customer service experience.
• Experience providing technical support in a "call center” environment and managing multiple calls simultaneously.
• Experience tracking service request/incidents using a ITSM tool.
• Experience with basic Active Directory functions such as: Account Creations, Password Resets and OU Management.
• Knowledge of Microsoft Office Suite to include the following: (Office 2010+ and Office 365).
• Excellent written and verbal communication skills.
• Microsoft Certifications: MCP Windows 7, Windows 10.
• 1 - 5 yrs. providing technical support to computer system users by telephone, email, etc.
• 1-5 yrs. maintaining personal computers, systems and printers.
• 1-5 yrs. installing and troubleshooting computer operating systems and software.

PROFESSIONAL EXPERIENCE:

Confidential, Herndon, VA

VoIP Technical Support Tier 1

Responsibilities:

• Answered initial inbound calls and emails to VoIP support queue and act as a triage to all other departments.
• Managed customers in VoIP platforms for basic troubleshooting by preparing tickets, troubleshooting and/or resolving issues within recommended 20-minute call durations.
• Consulted customers on administrating and configuring company products using their knowledge base: Leveraging available customer facing company resources.
• Awarded multiple gift cards for providing excellent customer service through customer reviews emailed to senior management.

Confidential, Silver Spring, MD

Customer Service Lead

Responsibilities:

• Courteously greeted customers and efficiently processed smart card transactions within busy, fast-paced retail environment.
• Operated cash register, scanners and computers to itemize and total customer purchases; collected payments and made change for cash transactions; and balanced drawer at the end of each shift.
• Assisted with store stocking, floor-sets and opening/closing procedures.
• Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity.
• Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.

Confidential, Oxon Hill, MD

Helpdesk / Technical Support

Responsibilities:

• Provided sales and customer service.
• Performed repairs of computers and related peripherals.
• Worked with CEO to install, troubleshoot, and repair technical problems for computer systems, including laptops, desktops, printers, modems, and monitors.
• Provided telephone and e-mail technical support follow-up, recommending purchases as required.
• Interfaced directly with customers, providing regular reports, suggesting substitutions for out-of-stock items and general information regarding shipments.
• Conferred with management to brainstorm and crystallize content ideas for business.
• Reduced office supply costs through development of spreadsheet inventory accounting system.
• Personally visited customers and leveraged selling and presentation skills to significantly increase sales.
• Productively coordinated and hosted numerous display galleries, creating invitations and promotional materials, booking venues, and scheduling staff for events.

Confidential, Bethesda, MD

Desktop Support Technician

Responsibilities:

• Exclusively handled the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within the office.
• Oversaw the travel related operations and services for high-end motor coaches.
• Coordinated and worked alongside employees in providing customer-oriented services to the clients.
• Assessed functional needs to determine specifications for purchases resulting in improved staff productivity/efficiency by upgrading office network and by identifying/resolving end-user problems.
• Increased sales through soliciting upgrades and recognized as top promoter by regional manager.

Confidential, New York, NY

Tier 1 Personal Trainer

Responsibilities:

• Administered personalized attention, professional instruction, and exercise programming to club members.
• Maximized clients’ health, fitness, and wellness goals while providing the highest level of customer service.
• Awarded title: "Employee of the Month" for the most Equifit's (fitness assessments) in third month of employment.

Confidential, Honolulu, HI

Personal Assistant

Responsibilities:

• Directed day-to-day administrative operations, providing fundamental support to client in and out of the office.
• Assisted with reading, monitoring, and responding to a diversity of emails.
• Typed documents and prepared papers for meetings.
• Planned, organized, and managed events.
• Prepared complex travel itineraries, and ran personal errands of all types.
• Monitored client's health and wellness which lead to offering extensive exercise regime and diet plans.

Confidential, Washington, DC

Administrative Clerk

Responsibilities:

• Prepared correspondence and reports (including confidential papers) for government personnel worldwide.
• Arranged and completed travel orders, and leave authorizations.
• Audited field service records, verified personnel management reports and the accuracy of information contained in the Marine Corps Total Force System (MCTFS) databases.
• Meritoriously Promoted to Lance Corporal, Jan 2002 (Top in class, composite score).
• Graduated top of class with highest score in Administrative Clerk Course - 98.7%.