I.T. Customer Service Specialist

• Jan 2022 - Present

Life Enriching Caregiver

• Apr 2020 - Aug 2021

Tier I Technical Support (North America Region)

• Nov 2018 - Nov 2019

Key Achievement: Collaboration with Trainers by mentoring new support agents within 10+ classes of 15-20 new hires *Investigated company specific mobile and peripheral device issues with 93%-100% customer satisfaction rate *Maintain the company’s customer profile database via profile creation, deletion, password management, and updating access Key Achievement: Collaboration with Trainers by mentoring new support agents within 10+ classes of 15-20 new hires *Investigated company specific mobile and peripheral device issues with 93%-100% customer satisfaction rate *Maintain the company’s customer profile database via profile creation, deletion, password management, and updating access

XMPie Technical Support (North America Region)

• Jun 2017 - Jul 2018

Key Achievement: Streamlined procedures for 20+ clients by creating reusable documentation for the updates and installations that were being done via Windows Server and on other cross-platform devices *Cross-platform technical support on Windows and Mac OS for XMPie software *Installing and configuring software in a Windows Server and SQL Server environment. *Reviewing email metrics with Kibana *Create and update reusable technical documents for department and external customers *SQL database support for software application *Troubleshoot issues with customized marketing campaigns made with Adobe products Show less

Technical Help Desk

• Apr 2016 - Jun 2017

Key Achievement: Promoted to Knowledge-Centered Support (KCS) Level II to create, organize and update reusable articles for knowledge database *Boosted my team’s customer satisfaction rate by 5% by maintaining a 95%-100% over phone and email within company specified Service Level Agreements (SLA), averaging 30 calls and 10 email correspondences a day *Troubleshoot company-specific and general website, browser and mobile application errors *Cross platform technical support of Windows , Android, Mac and iOS *Maintain customer profile database via profile creation, deletion, password management, and access *Discussed company specific insurance guidelines to agents and customers *Promoted to Knowledge-Centered Support (KCS) Level II *Maintain knowledge database through regular review of pending changes and duplicate documents Show less

Initial Loss Reporting Associate

• Jul 2014 - Feb 2016

Key Achievement: Successfully achieved Resident Texas and Florida P&C Adjuster License to better assist customers *High performance, high volume first-level customer service *Initiating automobile and fire claims for State Farm customers *Lead resource for new incoming associates within teams *Create and update reusable technical documents for department Key Achievement: Successfully achieved Resident Texas and Florida P&C Adjuster License to better assist customers *High performance, high volume first-level customer service *Initiating automobile and fire claims for State Farm customers *Lead resource for new incoming associates within teams *Create and update reusable technical documents for department

Organizational Support Specialist

• Mar 2013 - May 2014

Key Achievement: Fostered relationship between 4 different technical teams for executive project by organizing meeting cadence, calendars, inboxes and meeting overviews for 30+ people*Assigned to State Farm Insurance*Provide varied levels of assistance to ongoing and upcoming executive projects*Update and manage project-specific Sharepoint 2010 sites and document libraries using C#, HTML, CSS and JavaScript *Overview project meeting cadence, calendars and inbox to make more manageable for Business and Technical Analysts*Create and distribute meeting minutes for all projects*Create and update project GANTT charts using ITIL framework*Run and compile server reports on Excel and SQL Server Reporting Services (SSRS) Show less

Deployment Services Technical Help Desk Associate

• Apr 2012 - Mar 2013

Key Achievement: Trusted with Subject Matter Expert (SME) designation to help coworkers with troubleshooting and customer experience concerns*Assigned to State Farm Insurance*Provide customer service and primary technical resource for field technicians via phone *Cross platform technical support of Windows , Android, Mac and iOS *Troubleshooting technical errors and procedural gaps for network, computer and peripheral devices.*Use Active Directory Domain Service to maintain technicians’ access, office network permission and peripheral device management*Update and create reusable technical documents*Promoted to Subject Matter Expert (SME) position Show less

Help Desk Associate

• Sep 2010 - Aug 2011

Provide excellent customer service in-person and on the phone for students and faculty First-level technical support for devices, hardware and software Cross platform technical support of Windows , Android, Mac and iOS Provide excellent customer service in-person and on the phone for students and faculty First-level technical support for devices, hardware and software Cross platform technical support of Windows , Android, Mac and iOS