COMPUTER SKILLS

Microsoft Word, Word Perfect, Oracle, Outlook, Lotus, Excel, Power Point, Acrobat Reader, Internet Explorer, Mozilla Firefox, Windows XP and Vista, Customer Relations Management (CRM), Sales Force, Remedy 5, Web Remedy 7, Service Now, and Crystal Reports. Iphone, IPAD, Android, SCRUM, AGILE, Workfront, and PMP Certification

PROFESSIONAL BACKGROUND

Implementation Consultant

Confidential, Gaithersburg, MD

Responsibilities:

• Provide consulting and support services to clients.
• Install software on servers (AWS and Azure), desktops, terminals and virtual machines.
• Complete server migrations with clients.
• Set up SQL express with clients and troubleshoot software problems.
• Provide software - training sessions to clients, schedule status meetings and email follow-ups.
• Present Power Point presentations during kick off meetings and bi-weekly meetings with clients.
• Created Power Point presentation for the Amazon dash button hacker challenge.
• Update work front project and ticket system using Scrum and AGILE methodology.
• Manage and prioritize projects by following up with the development team.
• Revise and edit customer call center document and Implementation Consultant training documents.
• Manually creating batch files for export files and schedule tasks in the task scheduler.
• Respond to email queries or client technical problems in the support inbox.
• Provide remote training sessions such as WebEx, Skype, Go To Meeting, and Team Viewer etc.

Tier II Help Desk Analyst

Confidential,  Germantown, MD

• Provide POS One help desk support to United States Post Office end user.
• Assist customer with their hardware and software by troubleshooting their terminals.
• Check disk and extract terminal database that is corrupted and relay to management if needed.
• Dispatch technicians to the site if customer’s hardware is defective.
• Provide professional training to new hire employees and contractors.
• Average a completion of 25 calls a day and resolve 20 tickets in a day.
• Rectify and resolve customer’s complaint on our hardware immediately.
• Troubleshoot customer’s Internet connectivity and provide support for configuration on their laser printer.
• Establish a rapport with the customer and offer survey feedback on our customer service.
• Utilize the Info Desk and KB (Knowledge Base) article for resource on how to troubleshoot a problem with our hardware and software.

Executive Customer Support Analyst

Confidential, Germantown, MD 

• Provide advanced technical support to clients running the Site Diagnostic Tool (SDT) and reviewing KA Diagnostic Display (KAAD) for system error status report, successfully resolving over 2,000 technical support complaints. Registering customer’s account and actively involved in resetting customer’s email account.
• Involved in setting up social events on social media and responding to customer complaints on Facebook and Twitter.
• Draft and helped finalized call center scripts and procedures for the Acceptable Use Policy.
• Draft and revised memorandums, call center scripts and Standard Operating Procedures (SOP) that helped create a working process for the center.
• Involved myself with the Knowledge Base Article (KB) team to transition a script to the call center for setting up the Move Program retention project. 
• Trained and supervised new hired employees on utilizing applications and functions such as DSS billing system, Customer Relations Management (CRM) and provided support to new hires.
• Beta tested online application for customer retention purposes.
• Draft and send final responses to inquiries from the Better Business Bureau (BBB) Attorney General Offices (AGO) and Federal Communications Commission (FCC). Successfully resolving over 10,000 complaints that helped maintain an A+ rating from the Better Business Bureau.
• Worked on Crystal Reports to manipulate data on Excel and provided call center statistic results to management.
• Provide business office administration services to the director of support.
• Manage communities located in social networking sites including Facebook, Twitter, and other similar social media outposts.

Technical Support Specialist III

Confidential, Silver Spring, MD

• Provide help desk support to clients with software applications on filing Shipper’s Export Declaration (SED) forms.
• Research, support and report administrative duties to the call center manager.
• Re-establish customer’s account and successfully restored 1,000 accounts.
• Work directly with IT to troubleshoot HTTP error problems that client is experiencing.
• Export System (AESDirect Weblink, AESDirect EDI Upload) work with third party software vendors in their data transfer from their in-house system to AESDirect system. This includes; setting up clients’ test accounts, going through certification processes, helping them with the data mapping and analyzing the incoming data (X12-601 and/or Custom Proprietary Format), and authorizing the software for production filing.
• EDI analyst - setting up test accounts for clients, be responsible for the testing process, making sure clients understand the acceptable AMS format (FCS Flat File or Prop. Format), analyzing the uploaded data, and making sure the certification process is completed before authorizing the production filing account.
• Work as a point of contact between the clients and the technical team for any technical issues such as problems regarding the communication utility, system protocol, etc.
• Software Trainer - responsible for training new clients on the use of export applications through teleconference.