ELOISA SERRANO

2050 STANDIFER AVE. FORT WORTH, TX 76164

682-561-4870 SANTA. SERRANO1983@GMAIL.COM

OBJECTIVE

An experienced bilingual Help Desk Agent in search of a position with a growing company with opportunity for advancement.

EMPLOYMENT

AutoStar Solutions Inc. Fort Worth, Texas

Client Support 09/2013 thru Present

Tech support for “buy here- pay here” Dealer Management Software applications. Responsible for various duties, including answering

clients' inquiries via email and phone.

Positively identifying bugs within the software and report findings to our Programming department for further research.

Troubleshooting remote desktop connection.

Analyzing and manipulating data using SQL Management Studio 2008 & 2012.

Managing Active Directory user names and passwords.

Creating new databases from a template for brand new clients.

Protection One Security Systems Irving, Texas

Dedicated Care/ Technical Support 11/2012 to 09/2013

Worked with Installation Technicians to install and program security alarms for a new accounts.

Remotely reprogrammed and tested security alarms for each individual Sears location via IP or analog telephone line.

Troubleshot and tested sensors, triggers, and sirens with Field Technician to ensure the system will pass inspection.

Sprint Nextel Corp. Fort Worth, Texas

Advanced Technical Support 06/2010 to 11/2012

This Tier 2 position required the responsibility of documenting, troubleshooting, resolving and prioritizing incoming help desk requests and

provide end users with technical support of their personal cell/ smart phones, mobile broadband device and signal boosting devices, utilizing

several different tech tools and systems.

Researched and resolved the most difficult and complex problems.

Achieved service goals and performance requirements though accurate diagnosis, repair and processing of Sprint devices.

First American Payment Systems Fort Worth ,Texas

Technical Support Specialist II 04/2007 to 06/2010

Provided personalized service to merchants and Inside/ Outside Sales Representatives.

Discussed credit card processing equipment operation with merchants

over telephone to explain equipment usage and to troubleshoot equipment

problems. These equipment types included Hypercom, Lipman, Verifone, Orion and Way systems.

Advised merchants’ of daily credit card transaction status, by utilizing our front-end systems, and assisted with any issues keeping these

transactions from going through.

Answered billing and account questions for merchants and explained fees and rates in detail on merchants’ billing statement

EDUCATION

LANGUAGES

North Side High School Fort Worth, Texas

High School Diploma 2002

Spanish: Read, Write and Speak fluently