Technical Support Analysis Resume
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Resume:
SUMMARY
Self-motivated and highly communicative team player. Contribute an outstanding performance towards the team and department results. Create motivation and responsibility amongst the team and as an individual to deliver an average of .% of goal results. Have a strong desire to learn continually and grow professionally. Communicate ways to enhance the team and department as a whole in displaying positive, professional work ethics, thus promoting a positive work environment. Driven to master the products I am supporting/offering. Enjoy tackling tough problems and determining customers’ needs.
EDUCATION
Master of Business Administration:
Phoenix University in Tampa, FL: August -present
Bachelor of Science degree in Information Technology:
American Intercontinental University in Plantation, FL: November completed
Computer Science and Computer Engineering:
Florida Atlantic University in Boca Raton, FL: January
Course work and skills includes:
HTML Database Management Microsoft Windows NT .
Oracle Database Administration TCP/IP Networking
Structured Query Language (SQL) Web Development
Computer repair and maintenance Visual Basic Programming Network Architecture Active Server Pages .
JAVA Programming Window NT Servers
IT Project Management NEC, HP, Compaq, IBM
All Microsoft Office Logic Design (Binary)
WORK EXPERIENCE:
Syniverse Technologies, Tampa, FL:
Customer Support Analyst Port Center (December -present)
Illustrated good decision-making skills; ability to provide high
levels of customer service; ability to interact positively with
customers.
Serve as a second level of support for customers/outsourcers within
the WLNP Port Center.
Troubleshoot cases within the Workflow que’s and assist customers in
resolution.
Provide application specific subject matter expertise to internal
organization.
Assist in the cross-training efforts of employees within the group.
Work in conjunction with Port Center management team to identify any
training/procedure related issues.
Alltel Telecommunication, Tampa, FL:
Technical Support Representative (July -)
Responsibilities included assisting new and existing customers in
the functionality of products and services; performance duties
include; effectively communicate product and service information;
feature functionality; billing procedures and equipment usage to
each customer; pro-actively follow-up with customer.
Assist in special projects and other duties as assigned and
recommended actions to be taken as appropriate.
Services included sales goal through internal and external marketing
of various wireless features such as cell phones, paging, blackberry
applications and phones, Smartphone, Wireless Internet, etc.
Consistently handled large volume of calls daily and processed
calls in a detailed and accurate manner
Able to handle daily stress levels in technical, customer service
and sales position with complexity, volume, and diversity
American Online (AOL) Stream, Tampa, FL:
Technical Support Representative (January -)
Helped customers work systematically through hardware or software
problems and help customers understand the features and benefits of
new products that best meet their needs.
Posed strong communication skills; had aptitude to learn
communication products and services; ability to work independently
without close supervision; self-motivation to achieve targets needed
to attain monthly goals.
Adhere strictly in taking responsibility of resolving connection
with web browser issues, usage of AOL software Windows NT
platform and case base reasoning tools.
Achieved job performance Matrix such as low handle time, adherence,
compliance and operational risk.
Troubleshoot, and diagnosed hardware, software, and system failures
for Internet, emails, and broad-band.
Developed new techniques on how to troubleshoot faster and saved
company’s time and lowered call volume.
Olive Garden, Ft. Lauderdale and Tampa, FL:
Certified Trainer Server (December -)
Illustrated excellent solutions for communication needs and ability
to reconcile customer order and balance cash registers.
Enjoyed the challenges of working with a wide variety of people.
Provided training to over servers a week.
Supervised and monitored new trainees to provide exceptional service
for delight and satisfaction to clients/customers.
Served over meals daily provided with beverage services and
daily scheduling.
References available upon request
