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Customer Support Resume

PROFESSIONAL SUMMARY:

  • Chat Advisor for a client in the top 5 of the Fortune 500, providing excellent customer support and ranking in the top 20 list of Chat Advisors for customer service based on metrics from customer feedback
  • Senior UI developer in an e - commerce environment using Agile/SCRUM methodology
  • Designed and developed web pages using XHTML/HTML5 and CSS/CSS3, following corporate guidelines and branding standards.
  • UI/UX development for internet applications and courses designed to be interactive al intervention for students with learning difficulties.
  • Solely completed a series of 20 courses for a large industrial company, using Flash and ActionScript , in less than four months. Completion was done one month before its deadline and well below projected budget costs.
  • Determined and translated customer expectations into precise specifications for development of a web presence in order to clarify the company vision to its target audience, using a variety of web technologies, including Flash / ActionScript, HTML, CSS and JavaScript .
  • Key player in process for an Internet support team. Documented customer service, order entry, and complaint procedures; explained Quality Policy to department staff.
  • Created and implemented program for an Internet support team. Outlined schedule, materials and study criteria. Developed PowerPoint presentations for coordination with material booklets given to the team.
  • Acted as liaison between first and second level support teams. Coordinating support policies, procedures and handling escalations and complaints regarding billing and support.

TECHNICAL SKILLS:

In: depth troubleshooting of iOS and macOS devices running various OS versions

JavaScript / jQuery / Angular.js / Node.js: Page integration with .NET and Java back-end environments

Flash Development and animation: utilizing Flash CS3 / CS4 / CS5 and ActionScript 3.0

Graphic Design: using Photoshop CS3 / CS4 / CS5 / CC, Illustrator CS3 / CS4 / CS5 / CC and Fireworks CS3 / CS4 / CS5 / CS6

Cross: platform flexibility, using Mac / PC / Linux platforms MS Office / / 2016 - Proficient in the use of Word, Excel, Access, PowerPoint and Visio

PC Hardware Installation, Troubleshooting and Repair: Capable of building and configuring a computer from the necessary peripherals. Able to troubleshoot and replace components as necessary.

PC Software Installation: Able to install OS and applications. Configure and troubleshoot for optimum performance.

EMPLOYMENT HISTORY:

Confidential

Customer Support

Responsibilities:

  • Provided customer support for a major travel site via inbound calls.
  • Assisted customers with issues regarding their rental car and hotel reservations.
  • Made outbound calls to travel partners to resolve the customers’ issues and provided refunds if necessary.
  • Customer calls were logged via a proprietary call logging system.

Confidential

Chat Advisor

Responsibilities:

  • Provided technical assistance via internet chat for global customers
  • Logged customer’s case information and escalated as necessary
  • Assisted customers in performing troubleshooting tasks
  • Navigating mobile devices / Desktop environments
  • Diagnosed device / system issues
  • Performed excellent customer service, following the client’s code of conduct
  • Resolved customers’ issues, or setup carry-in / mail-in repairs as necessary
  • Was in the top 20 Chat Advisor list numerous times, based on metrics from customer feedback

Confidential, Addison, TX

Senior UI Developer

Responsibilities:

  • Collaborated with a team of developers to provide e-commerce solutions for various clients
  • Worked in an Agile/SCRUM environment
  • Composed functional web pages from designer comps, utilizing various technologies
  • HTML5
  • JavaScript jQuery (JavaScript framework)
  • CSS3
  • SASS
  • Bootstrap v3
  • Node.js
  • Performed functional testing on tasks for quality assurance
  • Resolved technical issues discovered by the QA department

Confidential, Addison, TX

Senior UI Developer

Responsibilities:

  • Created web pages using HTML/HTML5 , JavaScript and CSS/CSS3 utilizing Eclipse IDE/Subversion in a Spring MVC framework environment
  • Designed storyboards and comps for al web applications.
  • Created pages from designers' comps by slicing images with Photoshop CS5.5 and saving the images in a compressed, web-ready format.
  • Designed interactive pages utilizing the j Query JavaScript library in a Java environment
  • Performed functional testing on tasks for quality assurance
  • Resolved technical issues discovered by the QA department.

Confidential, Plano, TX

UI Developer

Responsibilities:

  • Created web pages using HTML , JavaScript and CSS utilizing Visual Studio 2010 .
  • Implemented site-wide interactivity utilizing AJAX .
  • Created pages from designers' comps by slicing images with Photoshop CS5 and saving the images in a compressed, web-ready format.
  • Designed interactive pages utilizing the j Query JavaScript library in a .NET / MVC environment
  • Performed functional testing on tasks for quality assurance

Confidential, Plano, TX

Flash Developer / Web Developer

Responsibilities:

  • Created web pages using HTML , JavaScript and CSS utilizing Dreamweaver CS4 and Visual Studio 2010 .
  • Designed interactive pages utilizing the j Query JavaScript library in a .NET 3.5 /4 environment
  • Designed interactive pages utilizing the jQuery JavaScript library and JSP to handle Java served data.
  • Handled multiple projects simultaneously, meeting various deadlines.
  • Performed functional testing on projects for quality assurance

Confidential, Addison, TX

Flash Developer / Web Developer

Responsibilities:

  • Created web pages using HTML , JavaScript and CSS utilizing Dreamweaver CS4 .
  • Handled multiple projects simultaneously, meeting various deadlines.
  • Built out pages in English and in Spanish after translation.
  • Performed functional testing on projects for quality assurance
  • Maintained and updated existing web pages utilizing image replacement and table to DIV conversions.
  • Created Flash presentations for products and promotions.

Confidential, Dallas, TX

Flash Developer / Web Developer

Responsibilities:

  • Created prototype presentations for a web channel dedicated to delivering video content.
  • Developed micro-sites for clients such as NRA and Integris Health, from creative compositions created in Photoshop.
  • Created web pages using HTML , JavaScript and CSS utilizing Dreamweaver CS4 .
  • Performed functional testing on projects for quality assurance.
  • Developed XML driven, dynamic web pages with Flash CS3 & CS4 / ActionScript 3.0.
  • Created ad banners for clients while minding file size constraints, requiring image optimization and ActionScripting to minimize file size.
  • Created animations using Flash CS3 / CS4 and ActionScript to bring static storyboard images to life.
  • Used Flash and XML communication to add dynamic capabilities to an existing site.

Confidential

Flash Developer

Responsibilities:

  • Latest contract: Confidential - Utilizing Dreamweaver, Photoshop, Illustrator and Flash, to develop pages for their corporate web site as well as their Consultant connection web site, and e-cards.
  • Developed XML driven, dynamic web pages with Flash CS3 / ActionScript 3.0.
  • Created web pages utilizing HTML , JavaScript and CSS .
  • Performed functional testing on projects for quality assurance.
  • Constructed the re-design of the SMU Athletics Forum web site.
  • Created flash elements for the Frito Lay Cheetos web site
  • Constructed Flash driven games, including a word scramble and picture scramble. These games utilized drag-and-drop movie clips, and multiple choice questions and answers.
  • Created ad banners for advertising agencies while minding file size constraints, requiring image optimization and ActionScripting to minimize file size.
  • Created animations using Flash 8 and ActionScript to bring static storyboard images to life.
  • Used Flash and XML communication to add dynamic capabilities to an existing site.

Confidential, Carrolton, TX

Flash Developer / Web Developer

Responsibilities:

  • Designed e-learning courses using Flash 8, Dreamweaver 8 and Fireworks 8
  • Created custom graphics using Fireworks 8
  • Created custom animations using Flash 8
  • Developed quiz questions using Flash ActionScript 2.0 and Javascript

Confidential, Las Colinas, TX

Technical Support Analyst / Ticket Quality Analyst / Subject Matter Expert

Responsibilities:

  • Assist call in customers with IT related support issues.
  • Process created tickets for quality, before sending to the field.
  • Assist technicians with core process issues dealing with phone-in customers.
  • Created MS Access Database to save ticket exceptions and provide printout reports for management.

Confidential, Fort Worth, TX

Business Owner

Responsibilities:

  • Operate a self owned web design business.
  • Develop web sites for clients requesting a web presence.
  • Web design skills include proficiency in XHTML / CSS using Dreamweaver 8 / CS3 .
  • Flash 8 / CS3 designing and ActionScript 2.0 / 3.0 programming.

Confidential, Fort Worth, TX

Technical Trainer / Second Level Technical Support / First Level Liaison

Responsibilities:

  • Received as a company trainer.
  • Assisted in developing a technical program from the ground up.
  • Created PowerPoint presentations as aids for handout material.
  • Presented technical courses for new hires.
  • Developed refresher courses and procedural documents for technicians.
  • Assisted in the daily supervision of level 1 technicians, dealing with day-to-day procedural issues and customer escalations.

Confidential, Dallas, TX

Site PC Technician

Responsibilities:

  • Diagnosed and repaired client's personal and business computers.
  • Solved hardware and software issues.
  • Performed client requested upgrades on memory, hard drives, processors, etc
  • Installed and configured server to client and peer to peer networks.
  • Created and tracked daily service logs detailing the work performed as well as handling final invoices and payment collection from the client.

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