Terry Suarez                                               

3730 Preakness Pl.,  Apt. #1708, Palm Harbor, FL 34684

Liesl7@hotmail.com • Cellular 727-470-0041

Work At Home Customer Service Agent

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Technical Support Representative

Summary

Total of 34 years of Computer Experience.

10 years in Technical Support in Tampa, Fl in a high volume, fast paced and competitive inbound call center handling multiple accounts at any given time.

·         Field incoming requests from end users via telephone, e-mail or other established Support channels when called upon by management

·         In-depth troubleshooting for all incidents

·         Analysis of “problems”, generating incident resolution work-around for recurring issues to be published in the knowledgebase

·         Evaluate documented resolutions and analyze trends for ways to prevent future problems

·         Contribute to the fulfillment of the knowledgebase in an effort to facilitate the Incident Management process and promote the First Call Resolution SLA

·         Prioritize and resolve problems as defined within the ITIL methodology. Escalate and oversee resolution of problems to the appropriately experienced technician or Engineering/Development group

·         Utilize all resources available to aid in Incident and Problem resolution in order to resolve customers issues effectively and efficiently

·         Identify and learn appropriate software and hardware used and supported by the organization.

·         Alert management to emerging trends in incidents

·         Contribute to overall team effort in achievement of established SLA’s

·         Consistently met and exceeded established benchmarks in performance set forth by management for all Tier 1 Associates

Employment Experience

Sykes WAH/Alpine Access, Inc. , Tampa, Fl                                                                             Oct 2016  to Present

Work At Home Customer Service Agent

Current client:

LegalZoom.com, Inc.

Previous clients:

Synchrony Bank for Walmart and Sam’s Club

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COMPUTER GENERATED SOLUTIONS, INC. , Tampa, Fl                                                2005 to Sept 2016

Technical Support Representative

·         Troubleshooting abilities consisting of Windows XP/ Windows 7 operating systems, network infrastructure, network configuration and PC hardware.

·         Experience supporting Microsoft Office 2003/2007/2010

·         Network knowledge and connectivity troubleshooting experience (TCP/IP, DHCP, and DNS)

·         Supported user accounts included but were not limited to; Active Directory, Exchange, Lotus Notes, AS400, Lawson/M3, Workday, AMOS and Pelesys.

·         Handled incoming calls from Elizabeth Arden, SGS, Avon reps and AVON Corporate, Ironwood Pharmaceuticals, IRI, CGS server support, ISG mosaic customers, CHC (Canadian Helicopter Company) and provided customer service and technical assistance for their computer issues.

·         Provided technical support for desktops, laptops, servers, pen tablet devices, Blackberries, IPADS, I Phones, Android phones, DAP’s, and a variety of Windows based software.

·         The services we offer to ISG Group are representatives of a Network Operations Center (NOC) monitoring their servers and desktop environments for events that could cause an interruption in their daily work, resolve when possible, and reporting the event to a CGS Infrastructure Solutions Group Engineer for research and/or resolution.

·         The support guidelines included Active Directory, desktops, laptops, mobile devices; as well as the accompanying software for those devices.

·         Computer and server help desk, assisting users with problems and solutions:

·         Maintained user’s passwords on various networks and systems (Active Directory and AS400).

·         Diagnosed hardware problems with modems, cable, wireless, air cards, dongles or DSL.

·         Performed troubleshooting and resolved desktop, network, systems issues  and related         equipment.

·         Performed routine maintenance on all types of computer equipment and printers.

·         Performed network integration and system tests on servers as well as computers.

·         Diagnosed hardware failure, both user and application errors, as well as network connectivity problems.

·         Performed software support and installation as well as upgrades.

·         Investigated and resolved computer software and hardware problems.

·         Assisted users with installation of systems and programs.

·         Configured user’s software to enhance their network and site performance.

·         Instructed users on the use of equipment, and software.

·         Tracking issues using various ticketing systems (Service Now, WebTrac, Dellserv, etc.).

·         Used remote access tools: RDP, Bomgar, Dame ware and Team viewer

Skills

Windows 8, 7, Vista, XP

Lotus Notes 8.5 Mail and Advanced Features, Webmail Inotes.Webvpn       

Cisco VPN Client                                                                     

PeopleSoft CRM System, Service Now, Dell Serv, Webtraccms, Oracle, Citrix                                     

All MS office products,  including OWA, and Outlook 2000, 2003,2007,2010  

Advanced Internet Skills

Knowledge of WYSE and ThinClient devices

 Continuing Education

I am currently studying for the following certifications:
 CompTIA A+ 801 and 802 tests to be taken later this year. My goal is to take the following: CompTIA Network+, CompTIA Security+, and Cisco Certified Network Associate Routing and Switching Certification
 

Previous Education

Miami Dade Community College, Miami, Fl                                                                                            

A.A., Business Administration and Computer Science