SUMMARY

• 20+ years Call Center experience assisting clients and provide helpful solutions
• Network Fundamentals and 2.Routing Protocols and Concepts - Course Completion 2012
• Technical Support, Helpdesk, Desktop Support, SAP knowledge, software procurement experience
• Citrix Receiver, Share-point, Active Directory, Outlook, Workday, Adobe, Java, and Incident Management experience
• World Class Customer Service - Inbound/Outbound Call Center/Client Relations, Help-Desk/Service Desk
• SAP, PeopleSoft, Microsoft Office 2013, 10-Key, Bilingual - Fluent Spanish, Accounts, Blackberry Troubleshooting
• Receivable - Billing (Credits/Debits), CRM, Retention, SMS, SQL, Database Management, CISCO
• Excellent listening skills, strong interpersonal communication skills, and proficient computer skills
• Wireless Connectivity troubleshooting skills. VOIP/Wireless Telephone troubleshooting experience
• Knowledge of working in a business office while using communication/office skills; Procurement skill set

PROFESSIONAL EXPERIENCE

Confidential, Dallas, TX

Application Support Specialist

Responsibilities:

• Assisting global clients with tax preparation - Confidential Link application login assistance
• Internal tax application assistance, responding via email, and resolving taxpayer issues
• Resetting passwords for Global users and Program managers, escalating security and identification verification issues
• Providing technical support and network security for clients and Confidential offices

Confidential, Arlington, TX

Incident Manager

Responsibilities:

• Initiating Swift Action Triage technical priority calls to remediate nationwide service issues and degradations
• Responsible for assisting with initiating Critical and High Incident Priority technical calls.
• Communicating and providing IT resolutions for NSD - US VA (Veterans Affairs) customers
• Administering, editing, and updating internal Share-point and knowledgebase documentation

Confidential, Dallas, TX

Helpdesk Analyst/Support Services

Responsibilities:

• Troubleshooting Dell and Lenovo laptops, Verizon tablets and desktop computers
• Providing excellent IT assistance for nurses and medical staff remotely from the corporate office
• Active Directory and Workday password resets, software deployment and installation.
• Working with Support Service team on various IT projects and upgrades
• Administering SCCM 2012 and Windows server 2008

Confidential, Dallas, TX

Desktop Support

Responsibilities:

• Active Directory - account creations, distribution groups, and password reset
• Remote Desktop Support - VNC, Team-viewer, and RDP. Ticketing system - Confidential
• Server administering, troubleshooting, and upgrading software for Dealer-track Reynolds & Reynolds, Era-Ignite
• Level II - IT Support for 650 Car dealerships nation-wide. WAN, LAN, VLAN routing, DNS, DHCP

Confidential, Dallas, TX

Desktop Support/Helpdesk Tier

Responsibilities:

• Responsible for maintaining network for call center, corporate/warehouse.
• Administering Windows servers, Cisco switches, routers, and telephone systems
• Troubleshooting and resolving trouble tickets related to hardware, software, & network issues.
• Wireless Internet Connection - Network troubleshooting. Working with System Admin, Middleware techs
• Installing and configuring complex hardware, software applications, providing support for upgrades
• Support warehouse hardware systems, RF Guns, RF wearable’s, and printers
• Hardware re-image configuration management for desktop, laptops, and servers (Linux and Windows)
• Assisting LDAP - Active Directory migration

Confidential, Plano, TX

Procurement Specialist

Responsibilities:

• Responsible for procuring various software with various vendors: Microsoft, VMware, and Google Earth Pro
• Sending email confirmations to customers. Organizing, placing, and confirming software orders in SAP/Sybase
• Software and Hardware buyer. Functioning buyer/reseller for fortune 500 company.
• Placing on-line orders, sending software via email, and organizing invoices. Use of SAP, Outlook, and Windows 7.

Confidential, Dallas, Texas

SAP Analyst

Responsibilities:

• International Logistics Coordinator
• Organizing microchips with SMS and SAP software.
• Assisting with inventory by completing daily excel spreadsheets.
• Escalating/De-escalating inventory orders based on priority.

Confidential, Dallas, Texas

Customer Service Technician

Responsibilities:

• Administering Confidential Technical Support for business clients
• Assisting clients with internet connectivity issues
• Providing customers with knowledgebase database to troubleshoot computer issues
• Making decisions based on an assessment of the situation and providing helpful solutions

Confidential, Dallas, TX

Assistant Supervisor

Responsibilities:

• Assisting clients with Inbound/Outbound customer care phone calls
• Performing as an debt settlement specialist; Communicated with creditors and various banks
• Maintaining customer base by providing customer service with the help of CRM, SAP, and People-soft

Confidential, Dallas, TX

Fraud Specialist

Responsibilities:

• Organizing and monitoring bulk internet orders - fraud prevention
• Troubleshooting laptops, x-box, printers, desktops, iPod, and iPad
• Assisting and providing on-line customer service, credit card verification
• Answering inbound & outbound customer calls

Confidential, Dallas, TX

Tech Support

Responsibilities:

• Providing technical support for HP scanners
• Organizing, resolving and escalating trouble tickets
• Completing outbound follow up calls to ensure remediation
• Utilizing HP knowledgebase database to resolve IT related issues