Experience

PACIFIC SUNWEAR STORES CORPORATION

• United States
• Retail
• 1 - 100 Employee

• Support Specialist

  • May 2019 - Present

  Technical Support of all personal - corporate and stores of both Pacific Sunwear and Eddie Bauer. Technical Support of all personal - corporate and stores of both Pacific Sunwear and Eddie Bauer.



Deloitte

• Business Consulting and Services
• 700 & Above Employee

• Senior CallCenter Analyst

  • Jun 2006 - May 2018

  Chosen to be part of a dedicated, IT support team servicing executives and tax and audit professionals for all technical needs. Diagnosed, and solved both hardware and software problems as well as over 100 in-house applications. Selected Contributions: • Awarded the Star Award on the wall of distinction in recognition for outstanding customer service, a very prestigious and difficult to achieve award. • Consistently provided exceptional telephone support to over 80,000 employees covering a full range of service needs utilizing customer effective service techniques and strong communication skills. • Performed diagnostics and troubleshooting of system issues, documented help desk tickets/solutions, and maintained equipment inventory lists. • Contributed to call center team productivity and customer satisfaction by serving as an escalation point for technical issues other help desk technicians were resolving for their callers. • Earned a reputation for genuine desire to provide outstanding assistance to callers and for patience, along with the ability to effectively diffuse situations involving callers under pressure. Show less



Multiple Companies

• IT Services and IT Consulting
• 700 & Above Employee

• Information Technology Contractor

  • Sep 2002 - Jun 2006

  (E2) Description (200 characters minimum, 2000 maximum) Analyzed and troubleshot computer support problems as well as effectively applied knowledge of software, hardware products and services to resolve customers’ issues in a timely manner. Selected Contributions: • Achieved over 90% customer satisfaction providing technical support to 400 to 1000 end users. • Personalized support of Credant Data Encryption software, which involved software installation and removal, unlocking accounts, and resetting passwords. • Created documentation and generated reports for all troubleshooting procedures, as well as common and reoccurring PC application, OS and hardware as well as final repairs for multiple clients. • Provided both level 1 and 2 support for on-site and remote clientele troubleshooting, documenting tickets using Quintis and Remedy call tracking software. • Responsible for setting up networks, configuring PC’s with customized profile settings, and installing additional software as required. Show less



Varco Drilling systems

• Orange County, California Area

• Helpdesk and Desktop Support Analyst

  • 1998 - 2002

  Achieved a high level of productivity, supporting users by resolving issues that arose on client’s computer. Selected Contributions: • Built, installed and configured Operating Systems and all software, fixed software and hardware, and network issues ensuring a sustained positive user experience. • Effectively offered recommendations to IT users on selection of hardware and software to optimize workflow across departments. • Installed and maintained Windows and desktop software, service packs, and anti-virus updates. • Created, documented, and closed all trouble tickets using Remedy, and Magic help desk systems. Show less