SUMMARY:

• Looking for a position within a fast - growing company, in which my expertise can help to assist within the organization to help meet their goals through team work and leadership.
• Strong and positive communicator when working with clients.
• Exemplary problem-solving skills; able to identify problems and implement corrective processes.
• Highly experienced in fast-paced call center environment.
• Coordinated multiple projects to completion on time and under budget.

PRODUCT/SOFTWARE FAMILIARITY:

Microsoft Windows (7, Vista, XP, 2000) / Microsoft Office Suite 2010 / Microsoft Project / Lotus Notes / C++ VHDL Assembly / Visual Basic / D1 Remedy Ticketing Application / Enhanced Traffic Management System / MTS (Money Transfer System) / Hogan / Pega / React / Putty / Cisco Routers / Adtran Routers /VoIP

PROFESSIONAL EXPERIENCE:

Confidential, Cranford, New Jersey

Installation Support Specialist

Responsibilities:

• Responsible for analyzing, testing, isolating and repairing network and customer issues. This may include any or all issues related to facilities, routing and translations, voice and/or VoIP products and services.
• Login to MUX’s and DAC’s to locate, test & troubleshoot DS1 TDM circuits.
• Apply knowledge of state-of-the-art telecommunications systems and installation procedures to efficiently carry out assigned duties.
• Work effectively with vendors and dealers to resolve customer service issues.

Skills: Ability to multi-task and prioritize effectively, able to resolve technical issues and troubleshoot, ability to work in a high intensity, stressful environment.

Confidential , Charlotte, North Carolina

Operations Processor

Responsibilities:

• Engaged in repairs and review of wire related incoming and outgoing calls.
• Provided excellent customer care service to all internal and external customers.
• Performed processing of wire transfer data base for domestic and foreign clients.
• Monitored and managed entire process from beginning to end.
• Processed all routine transactions in a timely manner and assured error free output.
• Completed wire transfer requests and responded to calls from wire database for investigation and updates.

Skills: Poise and patience when dealing with clients, ability to multi-task and prioritize effectively, delivering customer satisfaction and time management.

Confidential , Atlanta, Georgia

Technical Support Representative

Responsibilities:

• Identified, troubleshoot, and analyzed computer related issues.
• Determined appropriate course of action, and conduct repairs, and upgrade internal components and peripherals as needed.
• Provided first-level computer support to IBM business customers.
• Assisted customers to create and restore system backups.
• Troubleshoot remotely with customer issues related to software or hardware.
• Worked closely and effectively with vendors to replace/repair defective hardware.

Skills: Poise and patience when dealing with clients, enhanced team-orientation, ability to multi-task and prioritize effectively, able to resolve technical issues and troubleshoot.

Confidential, Duluth, Georgia

Support Analyst

Responsibilities:

• Worked as a first point of contact and owner of issues raised by the business user.
• Answered all customer queries and provided first level technical support in accordance to the contract.
• Identified root cause to problems.
• Track incidents and update clients on reported issues.
• Planned and reported on assigned tasks.
• Established and maintained appropriate and effective communication with users, application teams and the IT head office.

Skills: Enhanced team-orientation, dealing with ambiguity, strategic problem solving, delivering customer satisfaction and time management.

Confidential , Alpharetta, Georgia

Senior Coordinator - Technical Customer Service

Responsibilities:

• Promoted to Team Lead Agent in <6 months, with responsibility for escalated calls. Interact with the PMO group in order to provide status update on outages/escalated tickets in a timely manner.
• Answered all customer queries and provided first level technical support in accordance to the contract.
• Resolved >200 escalated issues/month collaborating with Tier 2 support and vendors.
• Trained new hires.
• Served on team responsible for developing and maintaining account methods and procedures documentation that served as foundation for ISO 9000 application.
• Key team member is clearing up $1 million of billing back logs.

Skills: Enhanced team-orientation, dealing with ambiguity, strategic problem solving, delivering customer satisfaction and time management.

Confidential, Rochester, New York

Test Facility Intern

Responsibilities:

• Set-up test lab and ran functional testing; communicated results to all levels and areas.
• Halved qualification time by transitioning customers to a standard product testing process.
• Configured routers for IP, various frame relay, and routing protocols over various LAN, WAN and synchronous facilities.
• Gathered troubleshooting information, handled problem escalation and problem resolution that lead to exceptional levels of levels of customer satisfaction.
• Documented all troubleshoot requests of the customer using common tools.
• Assisted the customer by performing work at the site.

Skills: Determination (to produce quality work), time management, conflict resolution and managerial meeting procedures.