PROFESSIONAL PROFILE:

• Highly motivated and goal focused Technical Support professional who continuously strives to exceed customer expectations with extensive experience in many levels of customer service.
• Comfortable in interacting with all levels of the organization and public.
• Able to use strong verbal, listening and writing skills to negotiate and problem solve quickly, accurately, and efficiently.
• Diverse background includes customer service, manager and analyst.
• Intrinsically motivated and committed to quality and excellence.

AREAS OF EXPERTISE:

• Excellent analyst and troubleshooter
• Experience implementing solutions quickly based upon innate understanding of customer needs
• Successful in a team - orientated environment
• Experience new personnel on supporting applications
• Effective self and team manager in a dynamic, matrixed environment
• Extensive experience with Microsoft 365 Office Products, Windows XP/7/10, Mac OS X, UNIX, Linux, SQL HP Service Desk, HP Openview, BMC Marimba, Remedy, Change Point, Solarwinds, Computrace, Salesforce, MaaS360, TrackIT

PROFESSIONAL EXPERIENCE:

Confidential, The Woodlands, TX

Helpdesk Technician

Responsibilities:

• Resolves complex issues through root-cause analysis, troubleshooting, identifying solutions, authorizing changes and/or upgrades to existing systems
• Performs preventative maintenance on IT systems and networks; monitors system performance and accuracy
• Assists with technology set up, security, delivery and system access for new employees
• Coaches and mentors less experienced helpdesk team members

Confidential, Houston, TX

Senior Helpdesk Analyst

Responsibilities:

• Provide technical, process and configuration related assistance and support related to multi-location customer site software installations
• Collaborate with support team to determine proper escalation path and ensure resolution to customer concerns
• Serve as liaison for problem resolution between the customer, product development, management and support teams
• Provide hands-on user support by analyzing hardware and software issues for desktop and laptop computers.
• Configure workstations for new users and upgrade existing equipment and software
• Re-image computers, performs data migrations and restorations, conduct remote problem solving

Confidential, Houston, TX

Business Development Contract Manager

Responsibilities:

• Assist Business Development Mangers in review, negotiation, and administration of contracts and other related matters
• Create and coordinate executive summary sheets for review by the CEO and Legal Department
• Serve as key liaison between business development and corporate functions such as Legal, Finance, Product owners, and Risk Management

Solutions Analyst

Confidential

Responsibilities:

• Support the Solutions Lead by producing high-level requirements and work with various teams ensure solutions for customer concerns
• Identify and recommend continuous improvements to managers as subject matter expert on multiple products to ensure the direction and viability of product
• Collaborate proactively with internal or external customers to ensure tests are planned, staffed, and successfully executed

Confidential, Houston, TX

Systems Consultant

Responsibilities:

• Produce solutions for design, implementation and support of desktop, server, network infrastructure and applications
• Provide excellent customer service to current and potential clients

Confidential, Houston, TX

Project Accountant Support Specialist

Responsibilities:

• Process daily batch invoices for multiple accounts
• Provide project support to members of several teams

Confidential, Scottsdale, AZ

Senior System Support Engineer

Responsibilities:

• Support second-level application, infrastructure, and application data-infrastructure through systems administration
• Perform and monitor capacity planning, forecasting and system availability
• Execute complex systems tuning and projects
• Promoted from Associate System Support Engineer to System Support Engineer in two years and then to Senior System Support Engineer within another two years for exceptional performance

Confidential

Technical Support Representative

Responsibilities:

• Ensure quick resolution of basic hardware , software and application problems
• Assist customer service supervisors with various projects , which included the of new hires , monitoring of customer service calls and giving monthly reviews .
• Promote to Associate System Support Engineer for demonstrating an ability to learn quickly and master complex concepts flawlessly.
• Diagnose and resolve issues with computers , phones , and printer problems for Customer Service Center
• Promoted from Customer Service Representative for excellent service and leadership

Customer Service Representative

Confidential

Responsibilities:

• Serve as information source for team members in and out of customer service department .
• Assist supervisors with of new hires , monitoring of customer service calls , providing giving monthly reviews and other various projects