Experience

DXC Technology

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Sr Assist. Customer Support

  • Jan 2007 - Present

  Answers help desk telephones and chats for multiple accounts and responds to customer inquiries to ensure customer needs are met. Assist customers in resolving technical problems by providing guidance regarding software and hardware problems. Resolves and/or refers more complex technical problems through a defined escalation process. Logs and tracks email inquiries using a problem management database and maintains history records and related problem documentation. Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately. Assist in troubleshooting technical issues and prioritization for end user and infrastructure technicians to adhere to multiple SLA agreements. Service as a backup to the Technical Lead, preparing nightly, week long and month long reports.



State Farm

• United States
• Insurance
• 700 & Above Employee

• Help Desk Analyst

  • Oct 2005 - Dec 2006

  Customer Support answering questions and concerns, relating information to agents and assisting technical concerns for the Insurance Agents. Customer Support answering questions and concerns, relating information to agents and assisting technical concerns for the Insurance Agents.



ClientLogic

• Help Desk Coordinator

  • Jun 2001 - Sep 2005

  Provide customer service for major computer and telecom companies. Functioned as the 2nd level supervisor, assisting with escalations, training, and implementation of new services. Provide customer service for major computer and telecom companies. Functioned as the 2nd level supervisor, assisting with escalations, training, and implementation of new services.



US Navy

• United States
• Armed Forces
• 700 & Above Employee

• Petty Officer (E-5) Cryptologist

  • Sep 1985 - Dec 1994

  • Top Secret Codeword Clearance Operated Naval worldwide internet system and data analysis software Maintained over 500 high and low speed data circuits by using specialized software to locate alternate routes to restore and move secure communications Analyzed and troubleshoot software and hardware deficiencies and communications outages Designed and implemented training programs to improve quality control and productivity. Provided on-line real-time service support to ships and aircraft around the world. Directed Quality Control monitoring of format, routing and response for approximately 12,500 messages processed daily. Coordinated the installation of new computer service related systems. Supervised and trained up to 15 persons in job responsibilities and duties. Honorable Discharge at completion of Active Duty Service