Technical Support Analysis

Posted on: 2008-06-15

GABELITA CHANEA-EMILE 7224 Humber Circle Wesley Chapel, FL 33544 813-735-3530 [email protected] SUMMARY Self-motivated and highly communicative team player. Contribute an outstanding performance towards the team and department results. Create motivation and responsibility amongst the team and as an individual to deliver an average of 116.3% of goal results. Have a strong desire to learn continually and grow professionally. Communicate ways to enhance the team and department as a whole in displaying positive, professional work ethics, thus promoting a positive work environment. Driven to master the products I am supporting/offering. Enjoy tackling tough problems and determining customers’ needs. EDUCATION Master of Business Administration: Phoenix University in Tampa, FL: August 2007-present Bachelor of Science degree in Information Technology: American Intercontinental University in Plantation, FL: November 2003 completed Computer Science and Computer Engineering: Florida Atlantic University in Boca Raton, FL: January 1999-2001 Course work and skills includes: HTML Database Management Microsoft Windows NT 4.0 Oracle Database Administration TCP/IP Networking Structured Query Language (SQL) Web Development Computer repair and maintenance Visual Basic Programming Network Architecture Active Server Pages 3.0 JAVA Programming Window NT Servers IT Project Management NEC, HP, Compaq, IBM All Microsoft Office Logic Design (Binary) WORK EXPERIENCE: Syniverse Technologies, Tampa, FL: Customer Support Analyst Port Center (December 2007-present) Illustrated good decision-making skills; ability to provide high levels of customer service; ability to interact positively with customers. Serve as a second level of support for customers/outsourcers within the WLNP Port Center. Troubleshoot cases within the Workflow que’s and assist customers in resolution. Provide application specific subject matter expertise to internal organization. Assist in the cross-training efforts of employees within the group. Work in conjunction with Port Center management team to identify any training/procedure related issues. Alltel Telecommunication, Tampa, FL: Technical Support Representative (July 2005-2007) Responsibilities included assisting new and existing customers in the functionality of products and services; performance duties include; effectively communicate product and service information; feature functionality; billing procedures and equipment usage to each customer; pro-actively follow-up with customer. Assist in special projects and other duties as assigned and recommended actions to be taken as appropriate. Services included sales goal through internal and external marketing of various wireless features such as cell phones, paging, blackberry applications and phones, Smartphone, Wireless Internet, etc. Consistently handled 87 large volume of calls daily and processed calls in a detailed and accurate manner Able to handle daily stress levels in technical, customer service and sales position with complexity, volume, and diversity American Online (AOL) Stream, Tampa, FL: Technical Support Representative (January 2005-2005) Helped customers work systematically through hardware or software problems and help customers understand the features and benefits of new products that best meet their needs. Posed strong communication skills; had aptitude to learn communication products and services; ability to work independently without close supervision; self-motivation to achieve targets needed to attain monthly goals. Adhere strictly in taking responsibility of resolving connection with web browser issues, usage of AOL software Windows 2000 NT platform and case base reasoning tools. Achieved job performance Matrix such as low handle time, adherence, compliance and operational risk. Troubleshoot, and diagnosed hardware, software, and system failures for Internet, emails, and broad-band. Developed new techniques on how to troubleshoot faster and saved company’s time and lowered call volume. Olive Garden, Ft. Lauderdale and Tampa, FL: Certified Trainer Server (December 2001-2005) Illustrated excellent solutions for communication needs and ability to reconcile customer order and balance cash registers. Enjoyed the challenges of working with a wide variety of people. Provided training to over 5 servers a week. Supervised and monitored new trainees to provide exceptional service for delight and satisfaction to clients/customers. Served over 1000 meals daily provided with beverage services and daily scheduling. References available upon request