Owen Couchman
Little Elm,TX
Summary
Technical support professional with IT background. Enjoys troubleshooting to find solutions to technical issues.
Overview
22
22
years of professional experience
Work History
Transit Bus Operator
Dallas Area Rapid Transit, Dart
07.2019 - Current
- Provided exceptional customer service, addressing rider concerns with patience and professionalism.
- Resolved conflicts among passengers calmly and efficiently, maintaining a safe environment for all riders throughout their journey.
- Enhanced passenger satisfaction by providing timely and efficient transportation services.
- Assisted passengers with special needs, ensuring a comfortable and accessible transit experience for all riders.
Project Implementation Officer
Roraima Data Services
01.2010 - 12.2014
- Defined project deliverables and monitored status of tasks
- Served as the single point of contact for project scheduling and changes
- Maintained an up-to-date department organizational chart
- Developed procedures for staff members to efficiently follow
- Create User manuals for clients to operate transaction processing platform
- Successfully trained client's employees in a class room setting.
Data Center & Customer Service Manager
Roraima Financial Services
01.2008 - 12.2009
- Created training manuals targeted at resolving client and customer issues
- Provided detailed monthly departmental reports and updates to senior management
- Effectively communicated with team members to maintain clearly defined expectations
- Resolved clients questions, issues and complaints
- Managed team of 7 Staff members
- Served as mentor to junior team members.
Technical Support Officer
Roraima Financial Services
12.2007 - 11.2009
- Resolved clients complaints and concerns with strong verbal and negotiation skills
- Displayed courtesy and strong interpersonal skills with all clients interactions
- Referred difficult issues to upper management while maintaining positive rapport with clients
- Researched issues on various computer systems and databases to resolve complaints and answer inquiries.
Data Entry Clerk
Roraima Financial Services
09.2002 - 10.2009
- Verified that information in the computer system was up-to-date and accurate
- Processed confidential client transaction information
- Updated department transaction processing procedures to accurately reflect the current practices
- Export and process transaction information from client system unto to new processing platform.
Education
No Degree - Supervisor
Dallas College
Dallas, TX12.2023
High School Diploma - Academics
Central High School
Georgetown, Guyana07.1999
Skills
- Self-directed
- Decisive
- Collaborative
- Troubleshooting proficiency
- Exceptional telephone etiquette
- Patient and diligent
- Vast technical knowledge
- MS Office proficiency
- Accomplished with mobile devices
- Staff training
- Network Support
- Problem-solving skills
- End-user support
- Advanced computer proficiency
- IT Troubleshooting
Accomplishments
Acted as both data entry clerk and manager of Data Center with the mandate of ensuring the efficient processing of clients transaction information
Timeline
Transit Bus Operator
Dallas Area Rapid Transit, Dart
07.2019 - Current
Project Implementation Officer
Roraima Data Services
01.2010 - 12.2014
Data Center & Customer Service Manager
Roraima Financial Services
01.2008 - 12.2009
Technical Support Officer
Roraima Financial Services
12.2007 - 11.2009
Data Entry Clerk
Roraima Financial Services
09.2002 - 10.2009
No Degree - Supervisor
Dallas College
High School Diploma - Academics
Central High School
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