SUMMARY:

• Successfully completed microcomputer repair, software diagnostic, and help desk courses.
• Trustworthy, dependable, and a team - player.
• Able to type 55 w.p.m In addition to assisting customers in a timely and pleasant manner.
• Enjoys working with and helping others.
• Responsible, professional, and hard-working.
• Works well under pressure.
• Proficient in multi-tasking at a very accurate level and adapting to change.
• Fast learner with excellent oral and written communication skills.
• Competitive, driven, and an outgoing senior in the business field; seeking an interactive position to perform analytical, interpersonal, and problem solving skills.
• Offers 18 years of experience working in the IT/Software industry
• Wideranging Support experience: e.g. identifying and addressing client needs, communicating effectively with clients and managing their expectations.
• Desktop hardware/software, and server hardware/software support and deployment. utilizing JIRA, Remedy, HEAT, Sugar, Quickbase, Google Wave.
• Windows User Rights Management utilizing Group Policy, Active Directory; Linux/UNIX User Rights Management.
• Windows, Windows Server, Linux, UNIX, Mac OS.
• Excellent client relations and communications skills.
• Database construction and maintenance (SQL, AS/400, ctree).
• Extensive troubleshooting experience.
• Troubleshooting Windows 2000, NT and Windows Server

TECHNICAL SKILLS:

Operating Systems: Windows 95 through Windows 10, Windows Server Office 2003 through 365

Active Directory: Windows Deployment Services, Remote Desktop, HP Service Manager, VMware Workstation Virtualization, Virus /Malware discovery/removal

Replace hardware/Software installs: Proficient knowledge in Microsoft Office Suite, XP, Vista, 7 Apple/Mac products, Android devices, Troubleshooting experience, Network design and maintenance knowledge

Set: up Star Bus Topology network

Configured Peerto: peer networks using cat 5 cable Configured LANS,WANS,MANS,VPN networks

SOFTWARE Skills: Dos 6.22, Windows 95/98, Win 2000 professional, Windows NT 4.0, XP, 8.1 Microsoft word, Microsoft excel, Microsoft Power Point, Installed NT server and set up user accounts

WORK EXPERIENCE:

Service Desk Analyst

Confidential, San Diego, CA

Responsibilities:

• Support Active Directory, Unix, Oracle, VPN, VOIP, Internal Knowledge Base, Citrix, Service Center ticketing system, Lotus Notes, working towards meeting daily Service Level Agreement, familiar with ITIL and ITSM.
• Support file restoration, password resets, printer setup, security patches, ticket escalations and computer for over 600 applications.
• Process Helpdesk email, log problems and request / route tickets as appropriate.
• Applies analytical thinking, shows creativity and ingenuity in thought process, excellent diagnostic and problem solving skills.
• Communication Expert - articulate, and speaks clearly on the phone.
• Resolve Microsoft Office Applications (Word, Excel, Power Point, Access, Project, Visio) issues.

Technical Support

Confidential, San Diego, CA

Responsibilities:

• Assist with migrating several thousand users from UNIX POP server to Microsoft Exchange server.
• Troubleshoot software such as Microsoft Outlook and Microsoft Windows Vista-Windows 10 over the phone or remotely.
• Set up email accounts on Iphone and Android mobile devices.
• Schedule e-mail setup appointments.
• Provide professional computer troubleshooting on the phone for a seamless migration.

Customer and Technical Support Rep

Confidential, San Diego, CA

Responsibilities:

• Processed payroll for 700 employees in three states.
• Handled scheduling and forecasting.
• Answered calls on Attendance Hotline.
• Supported Supervisors/Employees with pay and Attendance issues.
• Used Blue Pumpkin, Outlook, and Excel spreadsheets.
• Provided good customer service.
• Excellent attendance.

Sr. Customer Service Rep.

Confidential, San Diego, CA

Responsibilities:

• Educate and enroll beneficiaries into MediCal and CalMediConnect health plans in a call center environment.
• Answer customer’s questions and concerns about their medical benefits in a courteous manner while maintaining confidentiality. Notify beneficiaries of their Medi-Cal status/eligibility and refer them to the correct county agencies. Documents calls in computer systems.
• Assist/train Jr. Reps with escalated calls. Assist beneficiaries with locating physicians/dentists. Enter accurate customer data in CRM system.

Customer Support

Confidential

Responsibilities:

• Computer and mobile device Technician
• Troubleshoot software and hardware issues for customers.
• Assist customers with customer service and account issues.

Tutor

Confidential, Sacramento, CA

Responsibilities:

• Assisted instructor with K-8 bilingual elementary students at Confidential .

Customer Service Rep

Confidential

Responsibilities:

• Assists pharmacies with processing claims on the pharmacy help desk.
• Answer eligibility questions for member about their benefits.
• Approve prior authorizations.
• Coordinate pharmacy services for a Prescription Confidential .

Customer Service Supervisor

Confidential

Responsibilities:

• Provided ongoing supervision to Customer Service Representative staff as well as evaluated performance, interviews, hires, and managed a staff of approximately 16 CSRs .
• Assists members with billing and account issues in a call center environment.
• Enter and track prescription orders
• Troubleshoots claims issues with Pharmacists on the Pharmacy Help Desk.
• Educate members on their benefits coverage.
• Gives advice on best ways to maximize their benefit coverage.
• Confirms member's eligibility.

Emergency Road Service Assoc.

Confidential

Responsibilities:

• Receives and routes telephone requests for Emergency Road Service and safety concerns.
• Responds to requests for general info and auto repair.
• Assists members with billing and account issues.

Computer Tech

Confidential, Tampa, FL

Responsibilities:

• Help Desk technician for ISPs with 7 million and 34 million customers.
• Recognized for quality customer service.
• Directly worked with customers taking incoming calls and orders.
• Assisted new customers with registration.
• Educated members on company products.