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Seeking a
support role as an analyst or report writer where I can add value to the
organization.
Premises
TechnicianMay
2014 – Present
AT&T, in Mckinney, Texas.
·
Installed
and restored UVerse services in customer’s homes.
·
Documented
all steps required to resolve issues in GCAS, an in-house dispatch
management application.
·
Provided
excellent customer service to irate customers face to face.
·
Trained
new field techs on their duties and responsibilities in the field.
Enterprise
ServiceDesk SpecialistJune 2013 – May 2014
T-Mobile
USA, Inc., in Frisco, Texas.
·
Provided
internal technical support to T-Mobile USA, Inc. employees and partners.
·
Develop
and improve existing bulk scripting.
·
Became a
Room Runner to work overnight, assisted with maintaining the Service Desk
and its agents through outages and highly visible events.
Technical
Support Agent/Report WriterOctober 2011 – April 2013
Telvista
Inc., Farmers Branch, Texas
·
Provided
technical support to Verizon FiOS customers with their. Phone, Internet and
TV services.
·
Created
managerial reports and developed macros to increase supervisor productivity
using VBA in MS Excel.
Technical
Support SpecialistMarch 2011 – August 2011
Research In
Motion, Irving, Texas
·
Provided
phone support to RIM’s Carrier customers with Blackberry configuration and
technical issues.
·
Assisted
Enterprise customers with their BlackBerry Enterprise Solution, including
activation, mail flow and Personal Information Syncing.
Analyst/Technical
Support SpecialistMarch 2009 – March 2011
The Plus
Group Inc., Richardson, Texas
·
Created
multiple productivity and metrics reports in MS Excel utilizing custom
macros, pivot tables, and built-in Excel functions.
·
Designed
and maintained several SharePoint Websites for use with the team.
Provided custom views to assist with agent reporting for managers and
directors. Created workflows for added productivity.
·
Assisted
AT&T Uverse members with triple play services.
Technical
Support Specialist, EHDAugust 2008 – March 2009
Telvista
Inc., Farmers Branch, Texas
·
Supported
7-11 corporate employees with IT-related technical issues including laptop
connectivity and printing problems.
·
Took over
responsibility for running reports for agent and team performance using
Excel and Crystal Reports.
Corporate
HelpdeskSeptember
2007 – August 2008
SourceCorp, Dallas, Texas
·
Assisted
employees with varying issues related to their Active Directory account,
Exchange Mail account, software related issues and hardware related
issues.
·
Maintained
and administrated Active Directory for 2000 employees.
·
Created
Batch scripts in conjunction with Windows Task Scheduler to automate the
routing of service tickets to the correct technician.
Technical
Support Tier 1April
2007 – September 2007
Telvista
Inc., Farmers Branch, Texas
·
Assisted
DSL customers with Internet Connectivity and Home Networking.
Technical
Support Tier 1September
2002 – April 2003
Stream
International, Carrollton, Texas
·
Assisted
users with MS Office suite questions and support.
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