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Click here or scroll down to respond to this candidateCandidate's Name
EMAIL AVAILABLEPHONE NUMBER AVAILABLE (H)PHONE NUMBER AVAILABLE (C)Lithonia, GA Street Address
SummaryFortune 500 experience with expertise in sales support, account management and customer service.Software / Hardware troubleshooting: Dell, Lenovo, software, printers, A/S 400, RISC 6000, Thinkpads and POS IP address and gateway.Ticketing Systems: ServiceNow, Azure, AOTS, Remedy, work Request Tool (WRT) SAP, ATTOMS, IRP, Salesforce and JIRA.Skilled in troubleshooting: power supply, hard-drives, system boards, printers/Lexmark, cash drawers, tills, keyboards, scanners, Kiosk, IBM sure POS 700, 500, 300 monitor series and displays/peripherals. (Audio/Video Troubleshoot at Bump Bar drive thru with IBM), IMAC (install, move, add and change).Skilled in initiating and monitoring calls to first line or second line maintenance companies for no communications /no activity status (IMAC, install, add, moves, and changes/upgrades).Experienced in sales, billing, order management, technical and helpdesk support and managing multiple tasks stressing customer satisfaction in a team environment.Proficient computer skills: Microsoft Teams, Windows 7, 10, Salesforce, Outlook 2016, SQL, Lotus Notes, Excel, Clarify, Remedy, NSS/CAD, TKBS Knowledge base systems, Cobol I, II, Unix, Pascal, Frame Relay, Operating Systems, Computer Architecture, Data Structures, Internet Explorer, Office 365, Chrome, PureCloud, Smart Client, Sharepoint and Citrix.Professional ExperienceFrontgrade Technologies/ TEK Systems/ Department of Defense, Denver, CO (Remote) Dec 2023-Dec 2023IT Service Desk AnalystDiagnosed and resolved network and cabling issues.Perform Install, Move, Add and Change (IMAC) function including installation and decommission.Team uninstalled older versions of Microsoft and then pushing out an O365 local installation package. The User has to go to the website with existing username and Password and set up the multi-factor authentication. Corporate and Contract employees called in about issues with -Creating a profile on a mobile device via Microsoft Teams LinkInstallation of O365 (if they run into any issues) (connectivity problems), Creating ServiceNow tickets for resolution. (1300 users)Azure -managing users through Microsoft authentication (MFA)Migration from Thin Client to Multi Factor AuthenticationAssisted users via troubleshooting in Breakout remote rooms via Microsoft Teams.Worldline- Ingenico Group Corporate/Focus of Georgia, Alpharetta, GA March 2020 April 2023Help Desk Support (Tier 1)Successfully managed accounts and received inbound calls from customers based on contractual service level agreements. (Remote VPN Pure Cloud) via Laptop in a Remote environment by providing Tier 1 support. Provided part number/serial number logistics warranty/repair tracking status. Successfully resolved email ticket issues for business customers in a Salesforce CRM. Successfully uploaded customer portal order requests for processing. (IRP application, SAP, Citrix and Salesforce). Remote Desktop, Service-Level Agreements (SLA), Spreadsheets, Technical Support and Virtual Private Network.Successfully assisted with troubleshooting POS Pin Pad machines, Queue Case Assignment for Business customers. (Alert Interruption, Defective Chip reader, Communications issues), and IMAC (add, move, install/repair) of equipment.Troubleshoot network, hardware and cabling to identify errors.Created, scanned and scheduled RMA repair orders. And created SBOM (Device IP address, Default Gateway IP address, Subnet Mask) orders by updating, emailing and resolving case orders for customer satisfaction, Ran Supply Chain Logistics Management Excel daily Shipping and Receiving reports and special projects, Account Reconciliation, (Billing/Warranty) for Business customers, i.e., United States Postal Service, AT&T, Kaiser Permanente, IKEA, Walmart, Wendys, Dollar General, Home Depot, Publix, IBM, etc.Run daily HEM/ON-Guarding Active Directory reports on customers servers for daily Terminal activities. Attend daily and weekly clients meeting for Escalations updates and customer satisfaction.Used SAP, Salesforce, Quick base, Citrix Smart client, Office 365, Pure Cloud, Remote VPN, Cisco PC anywhere connect, Microsoft Teams, Metrix, Skype for Business, IRP, Zoom, Windows 10, ServiceNow, UPS Label creation, HEM, On Guarding and Jira ticketing system.Delta Airlines/ TCS/ IDC Technologies/ Petadigit, Atlanta, GA October 2019 December 2019Service Desk SpecialistReceived inbound calls from corporate employees and corporate contractors assisting with Microsoft Office 365 ProPlus mailbox migration (Deployment) upgrades in a Tier 1 Call Center. Assisted with navigating through the upgrade set-up and workstation (IP address) based on SLA and Intelligent Edge Network Hub Conversations. Successfully verified Office 365 Cloud Suite migrated properly using remote access tools. Assisted in Corporate iPhone and Android phone Application setup for employees to receive emails on their phones. Created incident tickets for Tier 2 Licensing issues. Used Windows 7, 10, Outlook 2016, Bomgar, skype for Business, Internet Explorer, Active Directory, Citrix, VMWare, SharePoint and Service Now ticketing system.WellStar Healthcare/ TEK Systems, Marietta, GA April 2017 May 2017 & February 2018 March 2018IT Service Desk AnalystReceived inbound calls from an IVR system based on routed issues (email, network connectivity, and accessing applications in a fast-paced environment and effectively document issues in Service Now ticketing system. Help Desk tasks included: Password resets, Unlocking Accounts, Printer issues, Triaging Tickets to escalated groups.Assume responsibility for solving customer problems while ensuring customers expectations are met, if not exceeded.Successfully communicate with multiple departments of the company (Finance, Accounting, C-Level, IT Teams, Field Services, Corporate and Health Professionals).Successfully create trouble tickets in Service Now. Used Office 365, Skype for Business, EPIC software, Citrix Receiver, Cisco VPN, Windows 7,8,10, Symantec PC Anywhere, Outlook 2016, Windows 7, 10 and VM Ware.AT&T Construction and Engineering/ Ask Staffing, Atlanta, GA February 2016 May 2016Technical Customer SupportReceived incoming calls for the Mobility Dispatch Team on Cell Phone Tower Radio Heads, Coax cabling and SFP fiber cards, Generator Deployment/retrieval and HVAC trouble ticketing.Provided Tier 2 help desk support on closing out, updating, Scope of work vendor quotes, Not to Exceed approvals on Scope of Work ticket requests and deployment/retrieval order documentation, alarm monitoring, ordering parts and Milestone activities.Supported 3rd party Vendor Suppliers regarding Scheduling Vendor Meeting with RAN Engineers, checking alarms and maintenance activities. Served as second level of escalation for problem resolution with Vendors documenting commercial power and temperature issues.Successfully managed and created Vendor tickets. Used SMART, Remedy, WRT, NetCool, Outlook 2010 and Microsoft Office Suites (Windows 7, 10).Wipro Technologies/Best Buy Project, Atlanta, GA July 2014 December 2014Team Leader/Call Center AgentReceived incoming calls on retail Tablets, Laptops (DELL, Lenovo Desktop PC/MAC) computers and printers providing Tier 1 support per SLA and Entitlement contracts for hardware and software clients.Solved quick fixes, processed network orders and dispatched to Tier 2 support for remote/chat solutions per SOW (Scope of Work).Successfully ran System Analyzer for remote problem diagnostics status and results.Created Breeze cases, and used Agent Workbench, IKE (knowledge base), FMS, Logmein rescue, NOVA systems, CMS, Internet Explorer, Windows 7, 8 and Outlook 2010.Benchmark Technology Group/ Hire Dynamics Staffing, Alpharetta, GA October 2013 December 2013Technical Support AssociateAssisted Project Managers with software upgrade in various banking locations for Citizens Trust in a territory. Ensured that the on-site technicians completed all Milestone activities for the New York and New Jersey areas via inbound/outbound calls in a timely manner. Confirmed with the local Branch Managers that all activities were completed per the documentation and upgrades were completed. Used Micro-Soft project and Windows 7.Promethean/Logical Choice Technologies, Lawrenceville, GA April 2009 March 2013Education Group Consultant/Technical SupportManaged College, District and School level K-12 accounts by making outbound calls via lead generation to C-Level Technology Directors/Coordinators, Curriculum Directors, Assistant Superintendents, Principals, Architects/Engineers and Campus Facilities Directors.Partnered with Account Managers by coordinating/scheduling demonstrations via Call Management Demo work flow process to show Computer Technology Activboards and software.Assisted in selling hardware/software on Interactive White Boards (Promethean) and Campus Security products in selected territories by prospecting in territories (Al, VA, CA, NY, PA, IN).Successfully increased revenue through various campaigns and Technology Conferences by driving attendance and turnkey solution initiatives (Sale, Installs and Training).Created/built accounts, created work cases, troubleshot boards, software, views, Data mining and completed weekly reports to Sales Director.Used Salesforce, Outlook 2010, SQL, Windows 7, Excel 5.0 and Internet Explorer.Photo Real, Atlanta, GA January 2008 March 2009Real Estate PhotographerManaged MLS Listings in a territory for the Board of Regents/AgentsAssisted Remax, Keller Williams, Coldwell Banker and several others by providing quality professional photos of residential and commercial properties in Henry County.Successfully uploaded the photos via the internet for potential Client sales.IBM/ CCI Staffing, Marietta, Georgia June 2006 August 2007Technical Support RepresentativeReceived incoming calls on POS retail equipment problems (Call Center-50 per day).Dispatched technicians to do time/materials (add, remove, wiring, equipment installs)Assisted in troubleshooting power supply, hard-drives, system boards, printers, cash drawers, tills, keyboards, scanners, Kiosk, IBM sure POS 700, 500, 300 monitor series and displays/peripherals.Assisted in break/fix solutions by working out of a queue and successfully created trouble tickets and dispatched to technicians for resolution.Assisted clients such as Kroger, Sears and Wendys (Time Clock/Bump Bar). Used Lotus Notes, Clarify, NSS/CAD and TKBS Knowledge based systems.RBS Lynk/Citizens/ Pro-Staff, Roswell, GA January 2005 February 2006ATM Helpdesk SupportReceived incoming ATM problem calls from merchants, cardholders (credit, debit) and 3rd party service organizations. Initiated and monitored calls to first line or second line maintenance companies to resolve communications /no activity status (Kmart, Walmart) on NCR and Diebold ATMs.Successfully explained to merchants how to perform ATM closeout functions.Determining need for an ATM to be programmed or given a new download.Assisted callers with new install from programming the terminal to entering DES keys. Handling all inquiries from ISOs/Distributors on equipment and software.Atlanta Online Advertising/Software, Atlanta, GA April 2000 December 2004Customer Service RepresentativeReceived incoming/outbound calls from clients that inquired about having a web site designed.Sold computers and upgrade servicesAssisted in business development, sales, order administration and customer billing.Used Outlook, Excel, Windows 2000/2003 and Windows XP.IBM, Y2K Project, Marietta, GA September 1999 March 2000Hardware CoordinatorReceived incoming calls (80 plus internal/external) on equipment problems.Assisted in problem determination and troubleshooting on software, printers, A/S 400, RISC 6000, Thinkpads and POS equipment.Achieved 98 100% quality attainment.Successfully scheduled trouble tickets and dispatched Customer Engineers for repair.Used Remedy, NSS/CAD systems and Lotus Notes.AT&T/Lucent Technologies, Norcross, GA September 1990 July 1999Account Manager/Sales SupportTeam Leader Call center environment (Escalations). Managed fortune 500 major business accounts by providing customer service on technical large business accounts via incoming/outbound calls (50-80) through PBX telephone switches, System 75/85, Definity G1-G3i Support.Dispatched technicians to do time/materials (add, remove, wiring, equipment installs)Assisted Sales Managers, Project Managers, Account Executives, Design Specialists and Field Services with provisioning, maintenance sales, billing, project upgrades and network services pricing/quotes (voice/data equipment) invoicing, purchase ordering, ISDN, PRI contract preparation and asset management(collections).Resolved billing errors (leased / maintenance accounts), rescheduled, cancelled field service appointments, order and contract discrepancies and created time/material billing accounts.Achieved 98 100% quality attainment.Achieved 95 100% sales quotas.Achieved 95 100% order/billing accuracy; trained new and transferred employeesSelected team leader of billing process improvement team.Contributed an average of 300,000 per month in sales order revenue.Created business accounts, time and materials and scheduled equipment installations.Trained new and transfer employees.Used SAP, ATTOMS, Windows 2003, Excel, DOSS, CBS, Microsoft project, Windows NT/XP, UNIX, Oracle and Internet Explorer.EducationXavier University of Louisiana, New Orleans, LouisianaBS - Computer Information Systems- 1987 |
