2531 Quail Glen Rd • Carrollton, Texas 75006

(469) 583-4737 • lisseth.ventura@yahoo.com

SUMMARY

Enthusiastic skilled and responsible team player with over 9 years of experience in the Point of Sale and Desktop support environment seeking advancement and place for growth. Experience and knowledge in Implementations configuring and analyze with deployment dates. Technical support for a large range of clients assisting with software\hardware related issues. Intuitive prompt learner responsible for leading a team of members with ability to work with little or no supervision at all.

 

EXPERIENCE

Radiant Systems\ NCR Inc. August 28^th, 2011 – Present

Software Support Specialist Tier III (Escalations) / Aloha Stored Value Supervisor

 

Mentor tier 1 and 2 with troubleshooting techniques to receive a faster and more accurate resolution. Report to management on a daily basis to provide updates on status of aging cases (cases that have been opened longer than 3 days) and be ready to report where resolution time frame stands. Follow up with aging cases and ensure technicians are on top and updating accordingly. Follow up with the client and assist technician where needed. Be ready for presentations, meetings and ready to lead as needed. Create/update troubleshooting documents/notes that will benefit the team and any other internal staff. Responsible for assisting with database maintenance writing SQL queries. Maintain a close relationship and communication with developers, product managers and network and system administrators in efforts to handle outage\deployments or upcoming fixes or modifications done to the software and discuss potential impact on client. Create and configure environments for incoming clients that will be using services with Blackhawk, InComm, Magnet Card services (CashStar). Configure and download VeriFone terminal software builds. Configure firewalls, antivirus and make exceptions when needed and authorized to prevent blocking of communication. View configuration files, Debout logs, server logs in order to diagnose a problem.

·                         Work with multiple projects while still maintaining the queue at a manageable level and ensuring my team has what it needs to get cases resolved in a timely manner.

·                         Responsible for ACH related funds moving into and out of central fund pool accounts. Keep a close relationship with bank contracted and responsible for transferring the funds.

·                         Assist additional teams such as Aloha Loyalty, Insight Reporting, Insight Polling and Online ordering, Development and App Ops teams as needed.

·                         Import\Export data spreadsheets into SQL database.

·                         Update\manage custom jobs (modify procedures where level of access is permitted)

·                         Work on troubleshooting gift cards, ACH accounts, reward cards, assist with labor and sales reporting.                                         

·                         Able to answer technical support questions to Client Service managers, Team leads, sales representatives and upper management on a daily basis.

·                         Attention to team’s perspectives\ideas on how to better up the team and provide a more fun environment but yet responsible.

·                         Meet with management to discuss the trends of cases and discuss ideas on how to eliminate or get custom procedures created and escalated to development for consideration.

 

Affiliated Computer Services

Technical Helpdesk Analyst – Tier 1 support

Answer incoming calls and make outbound calls to provide with technical support for NCR POS equipment, Dell printers, POS printers, Cisco Hubs, Satellite (ViaSat), Modems, Desktops. Troubleshoot software related issues dealing with Excel, registry issues, Lemply50, Outlook, Aloha system, COMPRIS systems, reimages, CMD prompts, configuration of POS system. Comply with the procedures provided to carefully assist the users and achieve first call resolutions. Meet the company and the client standards such as service levels, and Average Speed of Answer as well as Quality Assurance scores. Escalate issues for further support to the higher level teams such as tier II, work on dispatches, hard drive defragments and assisting technicians for on-site support. Effort and responsibility was recognized by upper management creating a new opportunity and a transfer to a new help desk client.

·  Create and suggest troubleshooting documentation that could be helpful for new hires and assist others with new ideas to better serve the client.

·  Receive and prioritize issues and forward using appropriate escalation procedures and assigning them to correct group.

·  Respond with a positive attitude while working in an environment of high volume calls. 

·  Perform Customer Surveys to assure the team’s level of satisfaction was met by the client and report the client’s feedback regarding our service back to management.

 

Electro Plate Circuitry Inc.01/01/2006 – 01/01/2007

Administrative Representative

Prepare reports, correspondence, memoranda, and/or perform data entry with accuracy, clarity, under deadline.

 

·         Ability to multitask and prioritize multiple projects and be able to proof their own work and the work of others.

·         Keep calendar(s) and schedule appointments.

·         Coordinate travel arrangements and local meetings for direct report-to managers.

·         Provide administrative support such as answering telephones, scheduling and coordinating travel arrangements, creating expense reports, processing invoices, preparing mail and overnight deliveries, copying, faxing, filing, assembly of documents and other clerical duties, as needed.

·         Have a professional demeanor and appearance, good written and verbal communication skills, a positive attitude, and the ability to respond quickly and with good judgment under deadline pressure.

 

The CMI Group05/2005 – 01/2006

Customer Representative Caller

 

·         Respond to telephone inquiries and complaints using standard scripts and procedures.

·         Gather information, researches/resolves inquiries and logs customer calls

·         Communicate appropriate options for resolution in a timely manner.

·         Inform customers about services available and assesses customer needs.

·         Provide functional guidance, training and assistance to lower level staff.

·         Provide assistance, training and troubleshooting support to lower level staff.

·         Schedule work to ensures accurate phone coverage; monitors priority of calls and shifts escalated calls to assure resolution to problems.

·         Prepare standard reports to track workload, response time and quality of input.

·         Assist in planning and implementing department goals and makes recommendations to management to improve efficiency and effectiveness.

 

 

EDUCATION

 

Brookhaven Community College – Framers Branch, TX

Current Student working towards an Associates in Science

 

 

 

 

 

 

 

 

 

Technical Skills:

 

·                       Basic Accounting\ Ten Key

·                       ISO20000 certified

·                       Strong Ethics \ Customer Service

·                       Leadership \ Team Player

·                       Positive attitude\Prompt learner

·                       Critical skills thinking\ Responsible

·                       Visual Studio – Source Control documentation, Read and create escalations (Tasks\Bugs, view configuration files.

·                       Active directory

Password Resets, view levels of access

·                       SQL experience

Ability to write joins\updates\Inserts\create database\create tables\Modify existing tablesMicrosoft

·                       Office 2003,2007, Office 365- (SkillSoft training courses completed)

§ Outlook – Net meeting, Outlook Web Access

§ Word\Power point\Excel\Access\Publisher\Project

§ Skype\Lync\Communicator\SaaS

Ticketing systems used:

Remedy\Service Center and Web based (Aloha Enterprise) ticketing system.

·               Remote Tools

§ Citrix – Dallas Trusted Host, Pittsburg Trusted Host.

§ Remote Desktop

§ LogMeIn

§ PC Anywhere

§ VPN

§ Command Center (VNC, UltraVNC viewer)

·  Network

Troubleshoot Cisco switch\Routers\Ping, Trace rt, Host

 

 

 

 

 

** Complete work history is available upon request. **

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