SUMMARY:

Diligent Desktop Support Specialist & Customer Service Representative with 5+ years of experience providing technical support for various computer, systems and cloud - based software while being motivated to maintain customer satisfaction and contribute to company success. Proven ability to establish rapport with clients while maintaining company metrics. I am Reliable and driven, with strong time management and prioritization abilities.

SKILLS:

Project Management Time Management General Office Skills Marketing & Sales Fluent with MS Office Suite 365 Data Entry Service Oriented Conflict Resolution Expert Adaptability Problem Solving (7 years), Customer Care, Call Center, Customer Service, Confidential Office (6 years)Exchange Server (2 years), Active Directory (2 years), Confidential Exchange (2 years), Troubleshooting

COMPUTER EXPERIENCE:

Having built and repaired PCs and repaired laptops professionally for the past three years, this includes the repair of iPhone’s and Android cellular devices. I am also Fluent in Windows Xp, Vista, Seven, and Eight and Windows 10 as well as windows server 2012 & 2016. I have an in-depth knowledge of Confidential Office 365 in creating presentations with Confidential Office applications such as PowerPoint, Excel, Publisher, and Confidential Word. I have experience with managing Exchange Servers 2010/2013/2016 & 2019 as well with migration for accounts from exchange on premise environment to o365 cloud services for large corporations while working for Microsoft. Troubleshooting mail delays and setting up security and compliance.

EXPERIENCE:

Confidential, Lake Mary, FL

Exchange Administrator Support Engineer

Responsibilities:

• Provide creative troubleshooting and problem solving for ensuring Enterprise customers have the ideal system set - up
• Handle Critical Situation Support Tickets that are time sensitive to customers in nature
• PowerShell knowledge and understanding for exchange servers or exchange online
• Able to maintain mailboxes on exchange servers and exchange online
• Maintaining Hybrid environment
• Troubleshooting transport rules, distribution lists, groups
• Solve enterprise customer issues through leveraging all available tools and resources to ensure
• Troubleshooting Exchange Servers on premises and installing certificates
• Active Directory with ADD Connect experience strong customer partner experience outcomes are reached
• Ensure key stakeholders and customers are up-to-date on the resolution status of the issue through effective written and verbal communication
• Focus on delivering great customer experiences leading with problem understanding, issue resolution and solid expectations management
• Ability to navigate through multiple software systems while walking customers through a resolution.
• Effective troubleshooting skills, strong active listening skills, strong written and verbal communication skills and solid professional skills coupled with the utmost customer focus
• Utilize remote and phone support channels for optimal interaction with enterprise customers

Confidential, Lake Mary, FL

Customer Service

Responsibilities:

• Answer customer inbound calls regarding existing accounts
• Make account changes
• Respond to questions and concerns about service, and escalate calls appropriately
• Consult with customers to evaluate needs and determine best options
• Cross-trained and provided back-up for other Cards when needed
• Handling of night audits for sensitive data
• Safeguard members confidential information
• Troubleshooting issues with mobile app for apple/android devices
• Troubleshooting issues with websites for cardmembers

Confidential, Lake Mary, FL

Customer Technical Service Support Rep

Responsibilities:

• Answer inbound calls for existing accounts
• Upgrade service and offer additional service packages or options
• Troubleshoot tv repair, phone and/or internet
• Escalate through appropriate channels if necessary
• Assisted with programming remotes or walking through installing cable boxes.

Confidential, Lake Mary, FL

Customer Service Home Improvement Specialist

Responsibilities:

• Service new customers inquiries on home improvement projects
• Counsel customers on options for services that fit their project needs
• Set the appointment for our customer to meet with a specialist to discuss project needs and coordinate from beginning to end.

Confidential, Deltona, FL

Exchange Administrator & Foreclosure Consultant

Responsibilities:

• Counsel new customers on options to prevent foreclosure
• Promptly responded to general inquiries from customers, staff via telephone, mail, e-mail, and fax.
• Managed inbound call center
• IT Management
• Office networking for computers
• Management of Windows Server 2012 with Active Directory
• Exchange Server 2010 while utilizing IronPort with Exchange Online Protection with O365 in the cloud