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Helpdesk Support Team Lead Resume

SUMMARY:

Seeking a full - time position in an innovative organization to develop further professionally on my knowledge and various skills.

SKILLS & ABILITIES:

  • Bilingual (Spanish English)
  • Certify in Personal Financial Management (ABO104)
  • Experience with Product Life - Cycle
  • Agile Methodology Trained
  • E-Verify Certified at a passing rate of 93%/100%
  • Introductory experience with C++, JavaScript, HTML and XML
  • 2016 MS Office 365 (Outlook, Excel,PowerPoint)
  • Data entry and Scheduling

EXPERIENCE:

Confidential, Alpharetta GA

Helpdesk Support Team Lead

Responsibilities:

  • Increased the individual account satisfaction rate by more than 45%, by resolving tickets from numerous affairs in the Confidential software and other international countries within 1-24 hours of the Customers’ submission.
  • Provided Technical Service Desk and bilingual customer support to 20-100 daily inbound calls using Agent Desktop, Slack, and Magento Admin cloud base software for Tech21 customer’s in order to process Refunds, Invoices/VIA, Billing, Warranty Claims, password/account reset, and assist with any parcel tracking.
  • Delivered additional Technical support as a retail Sales Lead Representative to the leading partner, Target, and successfully increase all sales goals per District.

Confidential, Norcross, GA

Project Coordinator

Responsibilities:

  • Met the Customer’s needs by achieving the goal of bringing 98 overdue projects within a 1-month deadline and 450+ projects to their full Scoping cycle over the timeframe of 6 months.
  • Contributed to 700+ Construction and Site Acquisition projects in 10 markets providing support to Landlords, Vendors, and all Business partners in operational and financial processes related to the areas of construction, technical installation, and integration.
  • Demonstrates excellent proficiency using the Excel DMTS (Department Master Tracker Spreadsheets), formatting and archiving documents to submit and collect all Billing OOMs and P.O. invoices needed by various Associates.
  • Administrated legal contracts, engineer construction blueprint drawings, invoices, and operational time-keeping inquiries in the applications and Cloud Database tools, such as Quickbase, E-works, MapPoint, FileNet/Filetrac, Swifttrack, Norad, Adobe Acrobat/ Nuance, iComply, REM, Kronos, and diverse 2016 Microsoft tools.

Confidential, Atlanta GA

Bilingual Human Resource Representative

Responsibilities:

  • Expand awareness and understanding of the Service Now, self-service software, new technical HR system processes, and policies to more than 75% of the business units.
  • Collaborate with HR Kronos Tier 2 Team by using Outlook, Excel, and Kronos to track and improve the delivery of Timecards, attendance, and data for the employees. Therefore, helping to decrease any Billing issues and Payroll tickets by 35%.
  • Responsible for providing data entry support to approximately 100,000 new and current employees in SucessFactors.

Confidential, Alpharetta GA

PMO Digital Channel Intern

Responsibilities:

  • In charge of releasing and maintaining an organized weekly Product Release Notes and Meeting Minutes across 3-4 products and 2 Product lines in Version One to ensure all project stakeholders are informed.
  • Actively supporting the Digital Channels stage gate process, data, and graphics to deliver towards our divisional goal of 80% compliance.
  • Accountable for updating diagrammatic and the PDLC (Product Digital Life Cycle) dashboard templates via Excel Macros and extracting PowerPoint decks to reinforce alignment to Confidential standards and best practices.

Confidential, Atlanta GA

Staffing Specialist

Responsibilities:

  • Assisted HR by entering 50+ employee’s applications and different types of garnishments andfrom over 8 different states per day onto the software of E-works and Enterprise Tempworks.
  • Extracted reports on to an Excel spreadsheet from Money Network and Confidential Plus of employees’ schedules, hours and pay rates for weekly payroll purposes.
  • Trained all new incoming employees in the company’s system and processes.
  • Performed On-site tasks for an in-state account by recruiting and supervising 500+ employees.
  • Exceeded daily goals of 300 inbound/outbound calls by 133% answering 400+ calls per day.
  • Fulfilled over 30% of the job orders for the company’s Disaster projects and out of state accounts.

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