Customer Service Technical Support

Thangam Kanimozhi Manoharan

**** * ***** ** *** #1067

Irving TX 75063

Cell: 469-***-****

E-mail:ac0fw9@r.postjobfree.com

Analyst IT HELP DESK TECHNICIAN

Tier 1, 2 Help Lines Technical Support User Training Software/PC/LAN Troubleshooting

With nine years of help desk experience providing software, hardware, client/server and networking technical support.

Proven success working in high-volume, 24x7 technical call centers. Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issues.

Consistently praised for communicating effectively with both technical and nontechnical users. Known for excellent problem-solving skills and patience in dealing with frustrated users.

Key Skills

Technical Troubleshooting

Software Installs

Phone & Online Support

User Training/Support

Hardware Configurations

LAN Connectivity

Client/Server Models

Customer Service

Offshore Team Collaboration

Problem Diagnosis

Preventive Maintenance

Complaint Handling

TECHNOLOGY PROFICIENCIES

Process Flows & Call-Tracking Tools: ITIL incident management service processes; HEAT; Remedy; IBM – Maximo; Zendesk; Freshdesk; Samanage; Desk.com

Software: MS Office (Word, Excel, Outlook, PowerPoint, Access); VMware applications; Salesforce; anti-virus programs HTML, CSS, Java Script, . Net, FileNet, ASP.net, AS/400, Mainframe OS-390, My SQL, SQL, PL/SQL, Siebel / People soft Claims Insurance system.

Browsers: Chrome; Safari; Firefox; MS Edge; IE; SeaMonkey Navigator; Opera

Hardware: PCs, Laptops, Telephony Systems, Printers, Routers, Modems

Networking: LAN & VPN/Remote Connectivity, TCP/IP

Platforms: Windows, Unix, NetWare Servers, Citrix

EXPERIENCE

Analyst – SSVM World School Jan 2012 - Mar 2017

Diagnosed hardware and software problems, coordinated data backups and planned disaster recovery operations,

Isolated / resolved network, printer, PC, and laptop problems.

Managed and created Active Directory accounts, network shares, and printing services Performed daily backup operations, ensuring all required file systems and system data are successfully backed up to the appropriate media.

Responsible for applying security updates and patches on servers, desktops, and laptops.

Provided server maintenance, installation, desktop deployment and end user support

IT Operations Support Specialist - Capital One Mar 2011- Dec 2011

Plano, TX

Provided systems access to users based on approved requests.

Assisted Audit Management in preparing for upcoming audits.

Followed defined compliance and organization procedures and processes.

Performed audits, evaluations, and reviews of products and processes.

Documented processes and procedures

Monitored security logs for violation and unusual events.

Identified and assessed potential Access administration risks, ensuring mitigation strategies are on track and made assessments remained valid.

Analyst II – Technical Support Help Desk Disys for Bank of America Dec 2009 – Nov 2010

Addison, TX

Assisted Line of Business in providing Production and Training Development system support.

Utilized the Remedy and IBM – Maximo ticketing system to manage upwards of 100 service requests concurrently pertaining to issues involving: user access rights, and connectivity issues, Isolated/ resolved network, printer, PC, and laptop problems.

Analyzed and resolved conflicts involving hubs and TCP/IP.

Provided enhancements to installation, upgrades, disaster recovery, reporting, and other needs.

Performed data analysis and identified defects in software via cases escalated from support through testing and troubleshooting.

Performed functional and user interface testing to validate solutions provided by development.

Senior iphone Product Specialist Apple Advisor (iphone Technical Support) – Volt for Apple Inc, Mar 2009 – Nov 2009

Addison, TX

Provided effective and consistent technical support.

Analyzed and developed the best solutions based on customer needs and build lasting customer relationships.

Accurately logging all interactions in the customer relationship management system.

Achieved call center metrics including average handle time, schedule adherence and accuracy.

Educated customers on support options, and the steps being taken to resolve their issues.

Fulfilled customers and supervisor requests. Communicating positively with team members, customer and other business partners.

Hazard Loss Draft Representative – Balboa Insurance Group (Bank of America) Dec 2008 - Mar 2009

Plano, TX

Managed portfolio of more than 500 mortgage insurance claims throughout tenure.

Provided optimum service to policyholders, negotiated fair settlements and identified fraudulent claims.

Analyze claims to determine extent of company's liability, make approval or denial decisions and negotiate settlements with claimants in accordance with policy provisions.

Assisted customers in filing claims as well as making and receiving payments.

Collaborate with insurance agents and interview claimants to correct errors, rectify omissions and investigate questionable issues.

Managing escalated client issues, successfully defusing difficult client interaction in the wake of disasters and hurricane catastrophes while appropriately administering to contractual agreement and ensuring customer satisfaction and retention.

Developed and implemented process improvement to better enable productivity, enhance system capability, and improve customer experience while reducing cost and departmental turn times.

Lead Teller Citibank – Jan 2007 – Dec 2008

Irving, TX

Processed sensitive client transactions while maintaining a friendly and professional demeanor.

Assisted the Operations Manager with keeping daily operations in compliance with company policy and procedures.

Teller line received award for most customer deposit account referrals.

Scheduled branch personnel and adjusted any staffing issues.

Trained teller line associates on banking procedures to ensure consistency within the Branch.

Successfully managed a five person team providing daily teller activities to clients.

Cross-trained in Customer Service giving me the ability to assist customers with opening accounts, wire transfers, safe deposit boxes, certificates of deposit, stop payments, and transaction disputes.

Helpline Agent Bank of America – Feb 2005 - June 2005

Irving, TX

An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.

Strategic-relationship/partnership-building skills -- listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes.

Supported Callers with solution to questions and assisted callers with complex Issues and helped the callers in walking through opening account and also preparing loan documents.

Documented and tracked status of inquiries and resolutions. Team Player, self-motivated, resolved inquiries in a timely manner.

Sr. Financial Service Representative - Guaranty Bank - Jan 2002 - Sep 2004

Redwood City, CA

Performed general teller duties, as needed, including handling cash, balancing drawer and petty cash in both drive thru and teller line.

Maintained proper cash limits, cashed checks, accepted deposits, processed withdrawals, issued/redeemed bonds and sold official instruments.

Consistently provided excellent customer service by building relationships and enthusiastically assisting customers.

Trained teller line associates on banking procedures to ensure consistency within the Branch.

Identified sales referral opportunities and participated in product sales campaigns.

Significantly contributed to team environment by continuously coaching others and leading by example.

Managed the branch vault, in custody of over $200,000.

Recognized for drawer-count accuracy, customer service excellence and outstanding work ethic throughout employment at Guaranty Bank.

Education

Bachelors in Biological Science / Special Education (B.sc; B.Ed) 05/97

Avinashilingam University - Coimbatore, India.

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