Solutions Support Spectialist Resume Madison, WI - Hire IT People

EXPERTISE AREA:

16+ years with Number Porting
18+ years Customer Service and Technical Support
Proficient in Windows Operating systems
Able to learn new software quickly and thouroughly
10+ years Salesforce.com experience
Microsoft Office Suite support Including Office 2003 and all new versions
Ticket tracking software support with Saleforce and other CRM systems
Hardware troubleshooting including network/internet and fax boards and PCI cards
1st and 2nd level support for customers

PROFESSIONAL EXPERIENCE:

Confidential, Madison, WI

Solutions Support Spectialist

Responsibilities:

Customer support and Technical support for SaaS solution
Support for desktop faxing
Support for Inbound and outbound faxing
Support for Web Service API
Number Portability and troubleshooting of telco issues
Worked with customers to develop custom processes
Developed good customer rapport through consistent follow up
Worked with customers through design and implementation of custom processes
Supported customers through go live of process deployment as well as after if any problems arose
Worked heavily in a cusotmer facing role throughout the entire process
Worked to troubleshoot defects in the product post implementation
Worked to develop training during the process and follow up training after implementation
Coordinated with project managers and developers to insure the best customer experience throughout the entire process from scoping through deployment and after deployment
Maintained customer satisfaction through constant contact and follow up
Developed reports and strategies to make the customer feel confident and empowered them to be able to help diagnose issues
Microsoft Office application Support
Windows XP through Windows 10 support
Hardware troubleshooting including network and PCI cards
Maintained and updated ticket tracking software
Did 1st and 2nd level support for applications including escalations and further follow up
Worked with Unix and Linux systems

Confidential, Madison, WI

PRS Build Team Engineer

Mapping of cable for the local telecommunications providers and updating the records in a new plant records system
Customer Service for Billing and adding new services
Technical Support for both residential and business customers
Field Service Coordination activating new lines and dispatching technicians
Number programming in EWSD and DMS - 100 Switch types
Number Portability porting new numbers in or out of the system
Field Service work including laying cable in trenches

Confidential, Madison, WI

Customer Service Advisor