Objective

To obtain a position as a Customer Support Specialist.

Affiliations

Member of IAVA - Iraq and Afghanistan Veterans of America

Member of American Legion Post #105, Phoenix

Summary

Motivated, personable professional with long customer service and technical support background. Long history of working with public. Enjoy working to solve issues with others. Flexible and versatile - able to maintain a sense of humor under pressure. Poised and competent with demonstrated ability to easily transcend cultural differences. Thrive in team-based or individual environments. Excellent team-building skills.

Work History

Work History
Aug 2011 - Aug 2012

Technical Support Representative II

Hostgator.com

Employed as front line support via live chat, telephones, and support tickets. Assessed and repaired a variety of technical and non-technical issues customers had with their web hosting plans and services. Provided technical support for level one and level two escalated issues. Beta-tested different internal systems before live use.Performed miscellaneous job-related duties as assigned.

Sep 2009 - Apr 2010

Administrative Coordinator

Creative Communications Sales & Rentals

Held multi-faceted position as Admin Coordinator for Creative Communications. Main duties related to company contract with Motorola, Inc. to perform reconditioning of valley-wide police and fire department portable radios.

Duties included:

  • Data Entry in Excel, Word, and Access
  • Invoicing of pickups and deliveries
  • Inventory Management/Warehousing
  • Delivery/Pickup Driver
  • Radio Technician
Sep 2006 - May 2008

Bank Services Specialist II

USAA FEDERAL SAVINGS BANK

Maintained knowledge of banking regulations, practices, and guidelines associated with USAA banking products. Acted on referral triggers and provided additional product offerings based on member needs. Responded to and researched routine to advanced transactions related to specific products. Performed basic account origination for several products. Made decisions on policy exceptions and monetary adjustments based on my level of authority. Call Center/Office environment.

Mar 1999 - Mar 2007

Specialist - E-4

United States Army, Iowa National Guard

Activated in 2004 in support of Operation Iraqi Freedom III. Served on Active Duty from October 2004 to January 2006, and in Iraq from January 2005 to December 2005. Served in Iraq as Convoy Security/Escort, Combat Engineer, Heavy Equipment Operator and Combat Lifesaver.

Oct 2002 - May 2005

Optician

Vista Optical - Modern Eyecare

Employed by a partnership of optometrists to provide direct patient and customer service. Sold, repaired, and properly fitted glasses and sunglasses. Worked directly with the public and distributors, through face-to-face and telephone. Worked with computers for data entry and supply ordering. 

Oct 1998 - Apr 2004

Cashier/Front-end Manager

Hy-Vee, Inc.

Worked in various locations of a grocery store. Worked in store deli, meat department, and at Customer Service counter. Worked as front-end (cashier) manager. Worked frequently with large sums of money and register counting.

Skills

Skills

Web Hosting Related Skills

I have acquired various skills necessary to work in a technical support position, especially for web hosting and related services: Familiar with cPanel/WHM - root Familiar with Linux command line interface Familiar with DNS, domain registration, FTP/SCP/SSH Familiar with Windows Server and/or Plesk control panels

General Office Skills

Data Entry, 10-key. Print, fax, scan. Filing.

Customer Service

Face-to-face and over-the-counter customer service in a sales environment. Over-the-phone and email customer service in call center/banking environment. Face-to-face and over-the-phone customer service as delivery driver.

Computer Usage/Internet

Above-Average skills with web page design in PHP and HTML. Some basic knowledge of computer programming. Advance computer usage in multiple operating systems.

Report Preparation

Microsoft Office

Advanced usage skills in Excel and Access. Above-Average usage skills in Word and Outlook.

Education

Education
1996 - 2000

Diploma

WASHINGTON HIGH SCHOOL

References

References

Karon Zimpfer

Sean Valant

Sean Valant was my first supervisor at Hostgator.com. He saw great potential for me and assisted me in gaining new skills so that I could move up in the company.

Edward Van Deuren

Served in Iowa Army National Guard together, in peacetime and in Iraq for OIF III. 

Frank Soto

Frank Soto served as my mentor when he was a Level II Chattech and Quality Assurance Agent.

Thomas Lowe