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Click here or scroll down to respond to this candidateCandidate's Name
Street Address 53rd SquareVero Beach, FL Street Address
Cell: PHONE NUMBER AVAILABLEEmail: EMAIL AVAILABLEEducation:Kaplan University - Bachelors of Science in Business Administration February 2013Kaplan University- Associate of Applied Science in Information Technology August 2011Work Experience:Rush Street Interactive Player Support Agent Manager/VIP Host May 2018 September 2019Assisted players comments and concerns via Live Chat, Email, and Phone.Assisted with general concerns, manual ID verification, account management as well as responsible gaming issuesSuccessfully troubleshooted various technical issues such as computer, browser, application installation, and mobile devices as well as many other technical issues to assist the player in successfully creating an account and and being able to successfully play without any issues.Assisted players with specifics about promotions, loyalty programs, and terms and conditionsAssisted players and responded to inquiries via community chatEscalated all necessary issues to management in a timely fashion via internal ticketing systemPerformed payment approvals for small transactions while following processes to identify Fraud, AML, and riskLux Tea Company- CEO/Owner September 2016- PresentCultivated beneficial rapport with customers by responding to inquiries and concernsCreated, organized, and effectively lead subordinate employees to ensure revenue growth and upbeatExercised adept managerial approaches to assure customers with a great shopping experienceFlawlessly managed scheduling and payroll, Human Resources responsibilities, and the maximization of sales and profit objectivesFacilitated and directed 3-10 associates on a daily basis in regards to proficient customer serviceActively maintained record keeping of assets within an asset management database of over 1,000 assets to ensure accurate inventory.Work with wholesale vendors to facilitate and direct product merchandising, receiving processes, and labeling and pricing.Brighthouse Networks- Service Desk Tier 3 Support December 2014- September 2016Handled issues ranging from cable related problems, wireless and advanced computer troubleshooting. Other duties included:Providing client support and technical issue resolution via email, phone, webBuild rapport and elicit problem details from non-technical or technical customersProvide timely, efficient and pleasant follow up to user questions or issuesDocument all incidents in incident tracking systemManage incidents to closureInteract effectively with customers and internal employeesEscalate issues as neededSME for Tier 1 and Tier 2 SupportAppleCare -Tech support/Service Desk Tier 1 April 2013- June 2014Provide tier 1 technical support on Apple CPU products such as desktops and portables.Troubleshooting and finding the root cause of technical issues from incoming callsTechnical issues include:oAll functions of the Operating System (Mac OS X)oInstall, Launch, and Recovery of all supported Apple applications and featuresoApplication such as Mail, Safari, iCal, Address Book, Text Edit, iChat, iTunes, Pages,oKeynote, Numbers (the equivalent to Word, Power Point, and Excel), Time Machine (Apple method of backing up data a whole system), etc.oConnectivity via Wi-Fi, Ethernet, Blue Tooth, and Infer Red.oNetwork setting and configuration on Apple Airports (aka an Apple manufactured router)Menz & Battista Attorneys at Law- Service Desk/ Tech Support September 2011- March 2013Maintained the office computers, network, and phonesInstalled and upgraded all computers to windows 7Managed employee support tickets and resolved issues successfullyProvided one on one training on computer systems and programsMaintained all peripherals ( BlackBerrys, iPhones, iPads, etc.)Maintained network printers and fax machinesAssisted in data entry of clientsEarned a solid reputation for resolving complex issues and providing exceptional customer service.Assisted users with policies and procedures for setting up conference calls, new accounts, web/network presentations and voice mail.Shands Hospital- IAM Analyst Level 1 February 2011- September 2011Duties include application level account creation, management and auditing, for a variety of applications including: AD, Siemens NetAccess, EPIC (INP and AMB) and Stentor/iSITE.Have participated in the development of documentation and processes for credentialed provider access.Access control, security identification and termination of accounts.Provisioning, troubleshooting and auditing of all credentialed and non-credentialed user accounts.Qualifications & Skills:Established ability to analyze, troubleshoot and determine technical problems.Rapid learnerBetter analytical and problem resolving ability, with a track record of enhancing operationsAstonishing people skillsFluent in two languages (Gujarati, English)Detail oriented and have strong analytical abilitiesOutstanding problem solving skills, reporting skillsExcellent interpersonal communication skills, both verbal and writtenProviding support of IT networks, software and hardwareTechnical Qualifications:OS - Win 2000/XP/ME/Vista/Seven, 8, All Mac OS XSoftware Applications - Microsoft Office (Word, Power Point, Excel, Access), Norton Utilities, Active Directory, AppleiWork (Pages, Keynote, Numbers)Networking - TCP/IP, LAN/WAN, VPNLanguages Known - HTML, XMLEducational Achievements:Member of the Kaplan University Deans list honorsMember of the National Society of Collegiate Scholars at Kaplan UniversityGraduated with a 3.0 grade point average |
