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Click here or scroll down to respond to this candidateCandidate's Name
EMAIL AVAILABLE
PHONE NUMBER AVAILABLE
Professional Skills
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, UNIX administering
Excellent listening skills, strong interpersonal communication skills, and proficient computer skills, NetSuite.
Wireless Connectivity troubleshooting skills. VOIP/Wireless Telephone troubleshooting experience, logistics.
Microsoft Server 2010, 2013 Server deployment experience.
Highlight of Qualifications
Knowledge of working in a business office while using communication/office skills; Procurement skill set
Client Relations 20+ years Call Center experience assisting clients and provide helpful solutions.
Network Fundamentals, Routing Protocols and Concepts - Course Completion 2012, NetSuite experience
Technical Support, Helpdesk, Desktop Support, SAP knowledge, software procurement experience
Citrix Receiver, Share-point, Active Directory, Outlook, Workday, Adobe, Java, and Incident Management experience
Education
Westwood College - Bachelor of Science: Information Technology with Major in Network Management 2012 Graduate
El Centro College - Dallas, TX Associate of Liberal Arts - 2000 Graduate
Work Experience
Tellabs Dallas, TX - 06/04/2016 2/17/2017 (Contract Kay & Associates, Il.)
Helpdesk Analyst Operations / Logistics Support Specialist
Assisting Governmental, Hospitals, Hotels, and Educational facilities with Optical Networks
Generating Repair & Replacement Computer Modules ONT (Optical Network Terminals)
Call Center and Incident Management, creating cases and trouble ticket
Providing helpdesk support, troubleshooting Network related issues for customers
International and Domestic Logistic with UPS and FedEx
KPMG Dallas, TX - 07/2016 05/05/2016 (Contract GTN Staffing)
Global Mobility Services Application Support Specialist
Assisting global clients with tax preparation - KPMG 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 Global tax offices
ACET Adams Communications Engineering & Technology - Arlington, TX - 08/04/2015 02/24/2016
Incident Manager I Incident Management Swift Action Triage SWAT Commander - (Contract)
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
Accent Care Dallas, TX - 02/2015 05/2015 (Contract)
Helpdesk Analyst Support Services.
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, UNIX systems, and Windows server 2008
Helion Technologies Dallas, TX - 12/2014 02/2015 (Contract)
Desktop Support Tier II
Active Directory account creations, distribution groups, and password reset
Remote Desktop Support VNC, Team-viewer, and RDP. Ticketing system Kaseya
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
Microsoft Server 2010, 2013 administering, troubleshooting, and deployment.
Speed Commerce - Dallas, TX - 10/2013 12/2014
Desktop Support - (Helpdesk Tier I)
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
Insight Plano, TX - 08/2012 10/2013
Procurement Specialist
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.
Texas Instruments Dallas, Texas - 11/2011 12/2012 (Contract)
SAP Analyst
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.
TelVista Dallas, Texas - 02/2011-11/2011
Customer Service Technician
Administering Verizon FIOS 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
CSA Credit Solutions of America Dallas, TX 2007 2011
Client Relations Assistant Supervisor
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
Settling debts for clients and creditors such as Discover, AMEX, Chase, Citi and Bank of America.
CompUSA (Imprimis) Dallas, TX 2005 2007
Fraud Specialist
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
Stream International Hewlett Packard Tech Support Dallas, TX 2003 -2005
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
Reference available upon request |
