Technical Support |IT Helpdesk Expert |Customer Service Pro

Overview

Looking for part-time work (5 hours/day)

at $9.00/hour ($990.00/month)

Bachelors degree

Last Active

September 27th, 2024 (49 days ago)

Member Since

October 12th, 2019

Profile Description

Ready to take your customer service and technical support to the next level? You're search ends here, HIRE ME!

I am a seasoned Customer Service Professional & IT Helpdesk Specialist, backed by a decade of successful experience in both remote/freelance and corporate BPO settings. 

 Elevating my profile are these distinctive strengths:

* Highly organized and customer-focused IT professional with a strong background in technical support (calls, chat and web tickets), service desk management, and customer service.

* I have served renowned international companies, including Time Warner Cable, United Health Group, Expedia, Anthem Blue Cross Blue Shield, and Convergys/Concentrix.

* Adept at diagnosing and resolving complex issues while fostering a positive user experience.

* I specialize in handling high-volume support requests and ensuring optimal system performance.

* Dedicated to providing prompt and efficient technical assistance, ensuring client satisfaction through effective iUpgrade to see actual info management, user training, and knowledge base documentation.

* Proven ability to deliver remote and on-site support with a focus on swift problem resolution, leveraging expertise in troubleshooting software and application issues to minimize user downtime and improve system performance.

* My expertise thrives in delivering comprehensive support in the midst of a global and multicultural setting.

>> Experienced with IT Helpdesk Tools:

* ServiceNow
* Salesforce
* Microsoft Products, Office365
* SharePoint, OneNote
* AppSense Application Manager
* Genesys Workspace WWE
* VCC (Virtual Call Center), Avaya
* OMNI
* VMWare, Citrix
* Bomgar
* BCP, Knowledge Central
* Microsoft Intune Company Portal
* Altiris
* Emulator/PCOMM

>> Other Tools I'm Proficient with:

*  JIRA
* HubSpot
* Helpscout
* LogRocket
* Google Workspace, G-Suite
* Microsoft Office365
* ChatGPT, Perplexity AI, ClipDrop AI, Bard AI
* MS Teams, Skype, Zoom
* Apollo
* Seamless.ai
* HubStaff, Voxer
* Canva
* Slack, Intercom
* LinkedIn, Facebook, Instagram, Pinterest, Tiktok

>> Tools I'm Familiar With:

* Amazon Web Services (AWS)
* Microsoft Azure
* Upgrade to see actual info
* Calendly
* Loom, Vimeo
* CapCut, 
* Snapseed
* Clickfunnels
* GoHighLevel
* Kajabi
_________________________________________________________________________________________________________

JOB HISTORY: 

*Customer Service Support | Confidential | January 2023 - Present

I worked as a Customer Service Support (project-based, short term) for a start-up technology software company-based USA. I was able to help the company develop and improve their Customer Service process. I was responsible in assisting in making improvements to training guides, tools, and resources. I have participated in offering my input and expertise to strengthen Customer Support process. Client was happy and satisfied with my work ethics.

Tools: HelpScout, HubSpot, LogRocket, JIRA, PersistIQ, Seamless.ai, Google Workspace, Office365, Slack, ChatGPT

*IT Helpdesk Analyst | Optum Global Solutions (UnitedHealth Group company) | February 2018 - December 2022

Job Description:
- Provide corporate PC hardware & software support
- Troubleshooting remote services (RSA SecureID, Blackberry Work, Workspace One, Cisco AnyConnect)
- Virtual desktop support (VMware, Citrix-XenApp)
- Troubleshoot corporate applications (web based & desktop applications)
- Support security access processing (Smartcard and YubiKey, Windows Hello)
Support MAC, Windows OS(Win10), Microsoft Office 365 Suite including SharePoint & OneNote)
- Basic Cloud support, Azure
- Log & monitor tickets using SERVICENOW.

*Technical Support L2(Internet, Cable & Phone) | Concentrix |
November 2012 - July 2017

Job Description:
- Provide technical support to residential accounts and got promoted to supporting Small-Medium Business Enterprise Internet, Cable TV and Digital Phone products of the client. Tools used: SALESFORCE.
- Basic and advanced broadband internet & network troubleshooting for DHCP or static IP addresses
- modem-router static IP modem scripting
- Basic WIFI configuration? Support Windows or Mac operating systems, email, DNS, web hosting
- Basic Cable TV and Digital Phone (MTA) troubleshooting
- password reset support, Basic email client support.

*Sales Representative (EXPEDIA Tele Sales) | 2012 - September 2012

Job Description:
- Book flights, hotels, activities and packages covering global transactions.
- Upsell and process payments and discounts using promo codes.
- Provide comprehensive and quality customer care at all times.
- Meet quality, productivity and schedule adherence performance standards.

*LEAD IT Recruiter | Interteam Service & Consultancy | June 2010 - September 2011

Job description:
- Managed a team composed of IT recruiters and data analysts Conducts regular follow-up with Belgian managers and IT recruiters regularly (through emails or phone calls) to determine the effectiveness of recruiting plans and implementation; source new candidate leads
- Follow-up European candidate’s job application status.
- CV checking and Updates records into the database.
- Matching candidates and recruits Belgian IT professionals for job opportunities in Belgium and other EU countries.
- CV editing
__________________________________________________________________________________________

LinkedIn Recommendations:

"Upgrade to see actual info was a very good leader. She's very competent and motivated to reach the target goal. She's an inspiration to everyone in the team." - Roxanne Arias, Technical Account Manager - Website Creation | Clickfunnels | Lead Generation | CRM Integration | Chatbot | Twilio | Zapier

"Upgrade to see actual info was one of my colleagues during my work at Interteam Consultancy as an IT Recruiter. Eventually, she became the team leader of our group since she has the passion and the potential to manage people. She's a hard-working person and very down to earth. As her colleague, I can see her high performance in working with us. Also, she's very cooperative and very open to any issues and concerns during the operation of our company. Keep it up Upgrade to see actual info!" - Gracie Celis, Software Engineer at Accenture

"Upgrade to see actual info is one of the most reliable colleagues I’ve worked with at Convergys. Her unparalleled energy made her easy to work with. She's a very well-rounded team player. Upgrade to see actual info would definitely be an asset to any team." - Jennifer Cean Duhaylungsod, Account Manager at Flatworld Solutions

"Upgrade to see actual info was a great professional to work with. We worked together at Convergys. She is committed, focused, smart and has excellent communication skills. She is also very kind and easy to deal with. Working with her is a rare opportunity to come across." - Katherine Fermano, IT Helpdesk

Ready to embark on a seamless IT and customer support journey? 
Contact me today, and let's achieve excellence together.