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Click here or scroll down to respond to this candidateCandidate's Name
Technical Support Agent (TSA Level 1) - Technical SupportSpecialist (TSS Level 2) - Enterprise Architect (EA) - Sustaining Engineer (Level 3) - Resident Engineer (Telecom Bridge Engineer)- Customer Service Representative (CSR)Longmont, CO Street Address
PHONE NUMBER AVAILABLEEMAIL AVAILABLEEXPERIENCEQu Beyond (POS) - Sustaining EngineerJuly 2023 - October 2023Tracking/ managing customer projects, ensuring all teams active on resolution prior to releasing software upgrades. Ensuring teams were aware of customer needs/completing Feature requests as required in software releases. Tracking updates, testing new software prior to release, showing new release builds to clients prior to actual release. Par Technology (POS) - Enterprise ArchitectAugust 2022 - December 2022Creating custom layouts within the software. Taking customer needs/requests and creating custom layouts,buttons and functions within the Point of Sale software. Testing and engineering hardware to function properly with software.Par Technology (POS) -Point Of Sale - Technical Support Agent / Technical Support SpecialistApril 2018 - August 2022Technical Support Agent - Point of sales customers, such as Dairy Queen & Five Guys were the main customers. Our daily duty was to resolve or escalate to the appropriate resolution groups. Basic network troubleshooting, Software & hardware troubleshooting. Hardware included, Registers running windows 7 & 10, Receipt printers, fingerprint scanners, Barcode scanners, Cash Drawers & Network hardware. Software included Drivers, updates & downloads. Technical Support Specialist - Assisting with Technical Support agents taking live calls/cases, Resolving register synchronization issues. Escalating known issues to sustaining engineers. Working server upgrades ensuring all sites are working as intended.British Telecom (BT) - Resident EngineerNovember 2016 - June 2017AV/VC Technician- Supporting client needs and requests, answering inbound calls. Maintaining group - client emails. Setting up video conferences. Ensuring no issues are to occur during client video conferences. Completing equipment testing for certification. Checking audio, video and content sharing. Called out to client equipment from BT bridges, using ISDN, SIP and IP address. Troubleshooting Audio and video components.SKILLSActive DirectoryAV/VCAgent TrainingAgent MentoringAccount ManagementCustomer ServiceCustomer SatisfactionCisco/Jabber/WebExClarifyKnowledge CreationEBLVD RemoteFive9Remote CareTransition TrainingLinuxMainframeRemedyRemote AssistanceReportingWindows 7,8,10Citrix XenAppMicrosoft ApplicationSupportService NowOutlookIBM, Boulder Help Desk Level 1/ Remote Assistance May 2014 - November 2016Working in a call center environment meeting all call requirements, diagnosing issues described, searching knowledge base for rapid resolution. Handling up to 40 calls per day with a high First Call Resolve Ratio. Provided end user support for different computer platforms, network troubleshooting and software troubleshooting. Navigating through platforms such as Windows, Linux, Citrix and Virtual Machines.IBM, BoulderHelp Desk Level 2/ Outage SupportMay 2015 - November 2016Assisting Level 1 agent with call support and knowledge. Mentoring and training newly hired agents. In depth issue investigation. Using remote assistance to resolve customer issues. Slight account management. Team point of contact. Trusted key holder.IBM, Boulder - Knowledge Base SupportCreating and updating Help Desk Knowledge base based on agent feedback, customer feedback and corporate feedback. Testing steps before adding to the knowledge base. Meeting customer deadlines with rapid testing and updating. Informing level 1 and 2 agents of current software, hardware and business process changes.Projects Online Concept Map (POL) Team Investment For this project I was self motivated to start and complete this projects. This software application had its struggles in the call center. I was able to create the Concept Map and provide it to the agents on the account for a better understanding of the application and how to troubleshoot and resolve the issue. EDUCATIONCentennial BOCES High School, Longmont High School DiplomaSeptember 2013 - May 2014Completed all required studies to receive a High School Diploma Professional ReferencesTodd LunsfordPHONE NUMBER AVAILABLEEMAIL AVAILABLERobert Kohlhttps://LINKEDIN LINK AVAILABLEEMAIL AVAILABLEJose NunezPHONE NUMBER AVAILABLEEMAIL AVAILABLERSA SecurIDTelecommunicationQueue ManagerPolycomVC Endpoint/TroubleshootingWireless SupportAWARDSAccount Mentor of the MonthAwardCustomer Service Agent ofthe Month AwardOutage Agent of the MonthAwardLANGUAGESEnglish |
