providing Customer and End-User Help Desk Support. Easily identify and resolve
technical issues and concerns. Excellent communication and presentation capabilities.
A solid reputation for professionalism, responsiveness and results driven with a strong
commitment to increasing staff productivity.

EDUCATION
▪ Associate degree in business administration
Houston community college 2009 - 2011
▪ Technical High School Degree 2005
▪ Relevant Courses: Business Computer Information Systems (BCIS), Human
Resources Management, Accounting
SUMMARY OF SKILLS
▪ Actively listen, write and speak to convey information effectively
▪ Service orientation
▪ Coordination
▪ Critical thinking through logic and reasoning
▪ Social perceptiveness
▪ Daily Deposit, Day to Day operation, orders & Maintaining Inventory
▪ Quality Control and assurance in the high space
▪ Multi task and Data Entry
▪ Handled sales and delivery
▪ Language Spoken & written fluently: French & English
TOOLS AND TECHNIQUES
▪ Platforms: Windows XP, Windows 7 & 8, Windows VISTA, Linus OS as Ubuntu and
other work stations
▪ Applications: MS Office, MS Word, MS PowerPoint, MS Outlook (s), IBM SameTime
and MS Live instant messaging
▪ Lotus Notus
▪ Cs Pro/CSG
▪ Hosted Server Monitoring: Scout, Citrix
▪ Chasms/Casper
WORK EXPERIENCE
Comcast 05/2011-To present
Tech Support Agent
▪ Responsible for providing technical support for Comcast high speed internet, home
phone and cable services problems via phone, email and/or instant messaging.
Troubleshoot hardware and software issues, communicates with senior analyst to
resolve or escalate complex issues through by creating tickets. Provide a full range of
Xfinity products in a prompt, efficient and professional manner. Advance troubleshoot
and management configuration of modem and wireless routers, PC, browser, e-mail,
connectivity, firewalls and customers education. Demonstrate knowledge of installing
software, troubleshooting operating systems, and hardware. Communicate courteously
and pro-actively to learn customers short, long term needs and understand issues from
customer position. Recommend products or services to develop partnerships with
customers. Discovery and manual addition of network devices, encrypted storage of device
configuration in database, Firmware Upgrade, OS Images transfer. Diagnoses PC hardware,
software, operating system, cable modem and cabling issues.

Aon Hewitt / Randstad 01/2010-03/2011
Customer Service Agent
▪ Work in a positive team oriented and structured call center environment. Received
calls from participants, employees, processing transactions, resolving issues, and
responding to inquiries that may be related to health & wealth fare; medical,
dental, and explain different health plan options such as COBRA, ADVANTAGE
plus plan, FSA and HSA... Define contribution; (401k), 457plan, ARP (alternate
retirement plan) savings, retirement plans, loans plan, roll over funds, investment
options, catch up, Roth contribution, withdrawals, fund transfers, reallocation,
vesting or other human resource services.

▪ Reservation Center of Mont Real - Atlantic Inc. 02/xxx-xxx-xxxx
Customer Service Travel Agent
Assist clients in reservations, finding travel package, charges, transfers and
cancellations. Responsible for booking international, domestic, reservations for
rail tickets, air travel, hotel and car rentals. Handled customer queries and
provides alternatives for customer travel in cases of emergency situations. Created
and maintained service contracts for group and individual travels. Build new
client relationship as well as maintain the existing one through effective services.

TRAINING AND OTHERS
▪ Due to Xfinity expansion “taking over time warner cable’ ’, and the launch of its
cloud powered X1 platform & X2 update. Was selected for an advance small &
medium business network plan training program. The purpose was to undertake
an advance management configurations of Cisco Switches, configuration changes
and compliance. Wireless network setup, synchronization and security, malware
removal, software set-up and support, user education and enablement.