IT Helpdesk/Systems Support

 

Performance-driven professional with expertise in delivering quality user/client and internal technical support

 

Ø  Candidate for degree in Network Administration, graduating 2011, with key coursework completed in CISCO, Networking, Network Security, Management Information Systems, and Computer Operating Systems

Ø  CCNA Certification pending

Ø  Certificate in Network Engineering and Management

Ø  Well-versed in Windows environments and MS Office Suite

Ø  Solid background in providing comprehensive technical support in technology industries, with strong fault isolation, root cause analysis, troubleshooting, and problem solving abilities

Ø  Client-focused and service-oriented; excel in building superior customer relationships vital to sustaining and growing business by effectively defining needs, offering customized solutions and providing prompt servicing

Ø  Dynamic interpersonal relation and communication skills; bi-lingual, English and Spanish

Ø  Effectively prioritize, coordinate and manage projects/workflow to maximize productivity and meet critical timelines

Ø  Broad-scope business background spanning sales, marketing, human resources, administrative, and financial management

Ø  Motivating leader and team player adept in training, developing and directing high-performance staff

 

Real Estate Agent, Independent; 2003-Current

         Successfully applied real estate expertise and sharp business acumen toward launching and operating business specializing in sales and leasing across both residential and commercial property sectors.

         Drive business growth through strategies including direct marketing, open houses, sales/marketing materials, customized showings/presentations, and persuasive contract negotiations.

         Utilize comparison analysis of real estate data to optimize sales presentations and lead clients through buying/selling process to ensure high levels of satisfaction.

         Personally administer the planning, reporting and fiscal management of business operations.

 

Sales Associate; Belk Department Store; 2006-2007

         Maximized Men s Department sales performance through strategic selling and superior customer service.

         Deployed effective visual direction of the department by implementing in-store displays through creative product placement and eye-catching visual displays as well as solid merchandising and inventory control practices.

         Provided exceptional customer service by working closely with customers to define needs, offer recommendations and alternative solutions and resolve product/service issues.

 

Patient Services Representative, BayCare Mease Dunedin Hospital; 2003

         Contributed dynamic customer service skills concurrent with capitalizing on opportunities to gain practical experience in the medical/healthcare sector.

         Proficiently facilitated registrations and coordinated scheduling as well as verified insurance both onsite and via phone communications; managed patient services via automated/computer system.

 

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Insurance Sales Representative, USAA Property and Casualty Insurance; 2002-2003

         Profitably developed new business by selling, promoting and educating new and existing clients in USAA automobile and renter insurance products and services.

         Monitored client accounts to identify and close coverage gaps and provided appropriate policy coverage in a dynamic client environment.

         Ensured critical compliance with federal, state, industry, and internal policies and procedures.

 

Tech Support Representative/Order Analyst, Cable and Wireless; 2000-2002

         Provided Tier 1 technical support on cable, wireless and other company products, ensuring client all needs were satisfied on each communication.

         Thoroughly reviewed customer orders for completeness and accuracy in support of quality control.

         Effectively cultivated dynamic relationships with internal departments, peers, customers, vendors and affiliated partners by networking with, processing orders, and participating in team efforts.

 

Technical Customer Support Representative, Renaissance Worldwide/Sprint Internet Service Center; 2000

         Proactively worked with clients to resolve problems concerning network installations and related connectivity on diverse in-home and office systems.

         Accountable for ticket management, fault isolation, reactive testing and fostering client relationships for value added profitability.

         Proactively monitored Sprint and third party routers for communication and connectivity problems, and created/transferred trouble tickets to the engineering team.

         Promptly assisted peers with escalated calls and redirected critical issues to engineering team.

 

Coordinator/Administrator, Andrews Air Force Base Fitness Center; 1999-2000

         Steered broad-scope business functions including open/close, facility management, human resources, sales, and customer service; oversaw phone triage, appointment setting, membership sales, invoicing, cash/credit handling, documentation and reporting.

         Demonstrated exceptional team leadership skills in training, coordinating, mentoring, and building a high-performance team.

         Point of contact for escalated sales resolution, as well as evaluating and resolving customer service issues; contributed superior customer service skills toward building dynamic client relationships vital to generating loyalty, referrals and new business.

 

 

Associate of Science in Network Administration, Hillsborough Community College-Tampa; pending 2011

Certificate, Network Engineering and Management, Computer Learning Center

 

Undergraduate Studies, University of Texas at San Antonio/ Hillsborough Community College-Tampa; 2 years

Florida Real Estate License; active

Licensed in Property & Casualty Insurance; 2002-2004