KEY SKILLS

• Technical Troubleshooting
• Hardware Configurations
• Windows Server 2012
• Billing/Account Services
• Software Installs
• Inbound Sales
• Dispatch of Tech Services
• Phone & Online Support
• Escalated Calls Agent
• Active Directory
• Website Support
• Microsoft Exchange Server 2010
• Customer Service
• Complaint Handling
• Computer Repair

TECHNOLOGY PROFICIENCIES
Software: MS Office (Word, Excel, Outlook, Access); instant messaging software; VMware workstation
Browsers: Internet Explorer, Firefox, Chrome, Safari, Konqueror, and Opera
Call-Tracking Tools: Remedy, Zendesk
Hardware: PCs, Laptops, Printers, Routers, Modems
Networking: LAN & VPN/Remote Connectivity, TCP/IP
Platforms: Windows, Linux

PROFESSIONAL EXPERIENCE

Harte-Hanks — Austin,TX
Domestic Customer Service Representative(FedEx.Com), Apr. 2012-Jun. 2014

• Analyze service delays, process invoices, create rebills and use tracking tools/ scan history.
• Provide technical support for errors on label and code scans, account status and billing functions.

Nexxlinx — Austin,TX
Xbox Live Tier 1 Customer Support, Sep. 2008-Feb.2012

• Responsible for customer service, retention and technical support. Support includes inbound/outbound

Phone, email and networking tools.

• Troubleshoot applications, software updates , configure networking IP settings and resolve marketplace download errors.

Calling Solutions — San Antonio,TX
Sales Support Representative, May. 2006-Aug.2008

• Inbound Sales and promotion of premium subscriptions, account status changes and billing adjustments.
• Perform upgrades, downgrades, disconnects and reconnects of cable services. Create dispatch for tech repairs.

West Business Services — San Antonio,TX
Business Account Representative, Feb. 2002-March 2006

• Manage business user accounts, upgrades and billing transactions. Create MS Office plan proposal documents.
• Manage rate changes, service downgrades, support for smartphone and device configuration/settings.

EDUCATION & CREDENTIALS

Cybertex Institute of Technology, Nov. 24, 2010 Graduate
Network Administration certification:
Courses: CompTia A+ and Network +,

Windows Vista and 7, Server 2008
San Antonio College — San Antonio, TX
Computer Support Specialist Graduate: May.2008