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Click here or scroll down to respond to this candidate Ren Tang
PHONE NUMBER AVAILABLE | EMAIL AVAILABLE
SUMMARY
Dynamic Motivated Professional, A forward thinker with a proven track record of generating and building
relationships, managing projects from concept to completion, designing department strategies, and
coaching individuals to success. Skilled in building cross-functional teams,
Demonstrated exceptional communication and interpersonal skills, and making critical decisions during
challenges.
Adaptable team player with an ability to work independently, proposed developed and presented
opportunities that further establish organizational and department goals.
Looking for a new and challenging position. I possess 10+ years of progressive experience.
Customer Service
Technical Support/Escalations
Training [Staff and Clients]
Implementation/Integration
TECHNICAL SKILLS Microsoft
Office: Excel, PowerPoint, Outlook, PDF Acrobat Reader Office 365 CRM
Systems: A2R, JIRA, Atypon, Freshdesk, SoftPoint Zendesk, Monday.com, Salesforce,Admin Panel and Business
Panel, Prism Pay. ITSM. Support
utilities: WebEx, Bluejean, Skype, Gotomeeting, Teamviewer Microsoft Teams
Operating Systems:
Windows -7, 8.1 10 Mac- Basic
Active Directory authentication, TCP/IP DHCP/DNC manipulation
All Office Equipment
Basic knowledge of LAN & WAN setup. Industries:
Bankcard Processing/ E-commerce /Programming
Telecom
Customer Service
Call Center
Retail / Restaurant/Medical /Small Business /Corporate
Electronic EMR/EHR Medical Software-Multi- Platforms
LMS - Learning Management Setup and training
Implementation and key account setup
HRIS- Account setup: IQ, OQ, PQ/LV2 support
WORK HISTORY
Product Support Specialist
InfinityHR- Arcoro Scottsdale Sept 2019 Apr 1 2020
Full Client HRIS Program Support with emphasis on Applicant Tracking, Benefit management
time/labor, OE enrollment and implementation.
Resolves product or service problems by clarifying the client's request, determining the cause of
the problem, selecting and explaining the best solution to solve the problem, expediting
correction or adjustment, following up to ensure resolution.
Respond to support requests via submitted Ticket via [Remedy] [Zendesk] [ Salesforce] , remote
Chat [Microsoft Teams], Email and Phone.
Assisted with software setup questions training to include OE file assist and EDI structure assist.
Contact external carriers for internal clients regarding new/possible file structure/restructure
Maintain client relationships by servicing clients needs and software concerns
Sr. Technical Support Analyst
Soft Point LLC- Scottsdale Az. Mar 12, 2019 Sept 2019
Coordinated all setup processes Pre/Post-Implementation for clients.
Maintained Clients applications on a multiple Platform system for master user and basic
individual user level.
Identified and resolved all problems with Client setup Issues.
Responded to Vital E-mail and Chat requests.
Conducted On-site Client setup and troubleshooting and training
Conducted inbound customer Escalation calls, impacting customer productivity and connection
ability. Escalated accordingly.
Documented and tracked all stages of setup, access and login through multiple internal ticketing
and Database systems Control Panel Admin Panel , Business Panel, Omnivore, Primpay.
Troubleshooting of all Client network systems Modem /Router and resolved any network related
connectivity issues.
Programming and provisioning of client POS card devices. Multi-platforms and equipment.
TSYS, via- Global Payments , First Data ,WorldPay. NCR-Aloha, Dinerware, Micros. Exadigm,
Clover, Pax, Poynt, AMP wireless POS devices.
Cloud Engineer / Implementation Manager
Nextiva/United Web- Scottsdale Az. Feb 12, 2018 - Jan 2019
Coordinated all setup processes Pre/Post-Implementation for client success for Channel, Mid-
Market and Enterprise Accounts
Maintained Clients VOIP applications on a multiple Platform system for master user and basic
individual user level.
Identified and resolved all problems with Client setup Issues.
Responded to Vital E-mail and Chat requests,
Conducted inbound customer Escalation calls, impacting customer productivity and connection
ability. Escalated accordingly.
Documented and tracked all stages of porting, access and login issues through multiple ticketing
and Database systems Oracle CRM, JIRA, Ace 3.0
Troubleshooting of all Client network systems Modem /Router and resolved any network related
connectivity issues.
Programming and provisioning of client VOIP devices. multiple platforms and equipment.
Technical Support Analyst
SAGE Publications - Newbury Park, CA June 12, 2017 - December 2017
Maintained Clients applications on a multiple Platform system for Colleges, Institutions,
Libraries, Universities and individual user level.
Identified corrected and documented problems with Clients Access Issues.
Responded to Vital E-mail and Chat requests, conducted inbound customer Technical Escalation
calls, to resolve critical issues impacting
Customer productivity and connect ability.
Assisted with EZ-Proxy Stanza Setup assisted Pre/Post-Implementation Client with TCP/IP
protocol setup and Access restrictions
Documented and tracked Subscription, access and login issues through multiple ticketing and
subscription Database systems:
A2R, JIRA, Atipon, Freshdesk.
Senior Technical Support Representative
Compulink Business Systems - Newbury Park, CA Dec-2011-Jan-2017
Maintained Clients applications on multiple Platform .
Identified corrected and documented problems with Client's software. Assisted with HIPAA
compliance CPT and Diagnosis code issues ICD 9 & 10 migrations also assisted with Meaningful
Use.
Trained, programmed upgrades, and updated clients software and was POC- "Point of contact"
for clients Online Portal registration [WEBREG] and Point of Sale software[X-Charge].
Assisted with Admin Authentication and Student setup for [Learning University-LMS] Setup
specific Courses for individual training by Product.
Fielded inbound customer escalation calls, to resolve critical issues impacting customer
productivity and operations
Documented all incoming activity through internal documentation software.
Provided training/education to clients and outside Training Staff.
Documented and tracked Software issues through internal Ticketing and knowledgebase Database
systems.
Directly assisted with Pre/Post-Implementation: Account setup and Technical Issues via
implementation[Basecamp]
Treasury Services Manager
Rabobank NA, - Thousand Oaks, CA 2010-2011.
Daily work flow for Commercial/Treasury Services Dept. & Merchant services.
Conducted Application reviews and Account Jr. Underwriting, bank account validations and
credit verification.
Received inbound customer calls, resolved clients problems
Tested and diagnosed end user difficulties, and problems of equipment or software.
Documented all incoming activity through Co documentation software.
Contributed to the data retrieval and tracking of teams overall monthly SLA's and KPA's threw
internal Database system.
Senior Tech II/Tech Support Analyst
Century Bankcard - Canoga Park, CA 2007-2010
Daily workflow for Technical Department through support queue and heavy inbound customer
service calls, Avg.
Worked 30-60 calls per day.
Evaluated Merchant difficulties with equipment and Merchant Billing/Deposit Statements.
Assisted Merchants with calls regarding rates and AMV the requests for possible changes.
Identified and Documented problems with Merchant's equipment and billing statements assisted
with problem resolution and deposit reconciliations.
Assisted with Account acquisitions and retention.
Provided necessary training and education to clients and support agents with billing statements
and equipment.
Documented all incoming activity through Co documentation software.
Technical Support/ Tier 3 Escalations Manager
IMS- Innovative Merchant Solutions - Calabasas, CA
2004-2007
Monitored, Trained, and mentored 12 Technical/Customer service team members Implemented
and managed level 1-2 Technical support team.
Maintained the application of policies and standard operating procedures.
Managed staffing schedules and support coverage.
Assisted in the professional and technical development of staff and team leaders.
Drove and maintained the creation and utilization of a support knowledge base.
Received inbound client escalation calls, to resolve between 60-80 calls per day.
Conducted and trained all company new hire staff in classroom environment and refresher and
assisted with cross training for existing staff, Sales Reps and Clients.
Documented and tracked team SLA's and KPA's threw internal Avaya Database System.
Prepared and facilitated team performance reviews.
Risk Analysis/ Tech/Customer Service
CSI Cardservice International (First Data) - Moorpark, CA
1999-2004
Assisted Merchants with statement calls regarding Rates, AMV general charge and change
requests.
Worked as a team member in Customer service, Risk and Technical support staff.
Assisted Merchants with Terminal both programming and issues Promoted to Risk Management
in new Project (Nano Merchant)
Monitored daily Credit Card transactions from New and existing Internet based clients, Goal
was to prevent potential fraud, also assist
Merchant with Banking statements and reconciliations.
Assisted customers with compliance of web-based products and assisted in implementing policies
and procedures per Co requirements.
Directly contacted banks, for dealings that seemed unusual or suspicious.
Documented all incoming activity through Co documentation software.
Commercial Service Manager
Orchard Supply Hardware Thousand Oaks, CA
1995-1999
Assisting commercial Clients, contractual and commercial problems.
Reviewing, scrutinizing, and developing operational process flows.
Ensuring that the financial aspects and impact of a contract are clear to all parties.
Manage Company associations, and recognize business opportunities constantly communicating
and negotiating with clients or business associates
Continuously working to strategically expand, preserve or improve the company's procedures,
standards or policies while sticking to business edicts and Department guidelines.
Handled the client accounts and corporate relationships that fall under a commercial manager's
portfolio.
Approved commercial agreements and documentation.
EDUCATION/MILITARY
Royal High School -Graduate, Diploma
United States Army 7th ID Infantry - Honorable Discharge, 1991
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