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 Candidate's Name
Pottstown, PA | PHONE NUMBER AVAILABLE EMAIL AVAILABLEObjectiveSeeking employment as a Technical Support Specialist in which my skills and experience will be of value.EducationBACHELOR OF ARTS, WEST CHESTER UNIVERSITY      Spanish and RussianExperienceTEAM LEAD TECHNOLOGY OPERATIONS ASSOCIATE | WELLS FARGO |1/1/22 - 4/22/24      Reviewing the team s ServiceNow tickets and providing feedback.      Improving first call resolution.      Being first point of contact for the team s questions.      Resolving escalated tickets and following up with the customer.      Coaching the team in policies and procedures.      Assisting in leading team meetings.      Monitoring various chatrooms to answer questions from any team.      Listening to calls when asked to explain to team members why a specific quality assurance score was received.SUBJECT MATTER EXPERT TECHNOLOGY OPERATIONS ASSOCIATE |WELLS FARGO | 1/1/20- 1/1/22      Onboarding new employees.      Setting up computers for the new employees.      Monitoring chatrooms to support employees during and after their training.      Sitting in on training classes when it was time for the employees to start taking calls.      Providing ticket feedback.      Coaching the new team on policy and procedure.TECHNOLOGY OPERATIONS ASSOCIATE |WELLS FARGO | 1/1/05 - 1/1/20      Resolving account issues (mainframe, active directory, remote access).      Troubleshooting and resolving software issues.      Supporting various lines of business.      Backing up user s data and transferring it to another computer.      Troubleshooting and resolving hardware issues.      Supporting Windows migrations and updates.      Supporting server migrations.      Assisting with service requests.      Assisting with access requests.      Following up with customers to ensure that the issue was resolved.      Escalating tickets when necessary.SERVICE BANKER|WELLS FARGO | 1/1/03 - 1/1/05      Answering questions about customers  accounts.      Opening and closing customer accounts.      Performing maintenance on customers  accounts.CUSTOMER SERVICE REPRESENTATIVE/SALES AND SERVICE REPRESENTATIVE|WELLS FARGO| 11/15/99 - 1/1/03      Answering questions about customers  accounts.      Opening and closing customer accounts.      Performing maintenance on customers  accounts.Skills & AbilitiesCOMMUNICATION      Assisting in leading team meetings.      Providing updates on policies and procedures using MS Teams and email.TECHNICAL SKILLS      Active Directory      Microsoft Office      MS Teams      Remote Desktop Utilities      Remote Access Tools      Pulse Secure and RSA tokens      Citrix Workspace and applications      Virtual Desktops      Windows 7 and Windows 10      iPhone, iPad, and Android      MS Authenticator      Software and Hardware Troubleshooting      Adobe Acrobat      Symantec      ServiceNow      Multi-Factor AuthenticationADDITIONAL SKILLS      Technical Helpdesk      Customer Service      Call Center Experience      First Call Resolution      Coaching      Communication      Organizational Skills      Multitasking      Solution Oriented      Reliability      DocumentationReferencesAvailable upon request.