Dominique Drew
Grand Prairie,TX
Summary
Initiative-taking individual seeking employment in a position that utilizes my customer service skills, as well as my experience providing customer & technical support in a professional office environment.
Overview
11
11
years of professional experience
Work History
Tier 2 Technical Support Rep
Via Path Technologies
08.2021 - Current
- Functioned as the second tier of support at an advanced level for ticket escalations arising from technical support issues from Tier 1 technical support team that requires advanced troubleshooting for resolution
- Worked with various applications such as SQL for database management, SolarWinds Orion for node and circuit monitoring, and ServiceNow for ticket documentatition
- Also assisted other support teams such as Networking, Enterprise Support, and Circuit Provisioning as a level of secondary support for projects such as circuit consolidations, circuit installations, and service outages
- Day to day tasks included responding to escalation chats via Microsoft teams, answering phone calls that were transferred from Tier 1 support, working on various projects, and working tickets and incidents opened through ServiceNow ticket bucket to provide resolution to escalated issues
Help Desk Security Coordinator
ACE Cash Express Inc.
08.2018 - 08.2021
- Responsible for providing customer and technical support via phone, email, and live chat in a timely manner
- Daily duties include answering phone calls to aid with troubleshooting store equipment and alarm systems, handling customer & store issues, responding to various email inquiries and creating reports analyzing various forms of data
- Responsible for scheduling service calls while acting as a liaison between vendor and client to ensure that issues are resolved
- Responsible for analyzing various forms of data such as false alarms, invoices, audits, and arming reports and generating excel reports for review by upper management
- Other duties include data entry of customer information into CRM & AS400 systems, providing assistance via live chat and working on call after hours on a rotating basis
Emergency Dispatch Operator
ADT Security Services LLC.
06.2017 - 07.2018
- Responsible for making outbound calls in a timely manner in response to burglar alarms as well as other life safety alarms
- Aided in communicating back and forth between different authority jurisdictions such as the police & fire department
- Oversees operation of numerous CRM and phone systems to provide support as well as log and document all calls for emergency purposes
- Ensured the safety of customers by providing prompt response to all alarms
- Provided technical support in reference to devices and other equipment installed such as keypads and sensors to ensure proper maintenance and functionality
- Also managed dispatching fire and police services to customers in distress and responsible for answering any questions about procedures and protocols
GrubHub Customer Service Agent
NexRep LLC.
08.2016 - 06.2017
- Answered phone calls and provided customer service remotely for GrubHub campaign
- Answered order inquiries from both customers and restaurants, in both a timely and prompt manner
- Resolved issues concerning problems with orders, including delays, re-deliveries, upcharges, and tip adjustments, as well as cancellations
- Managed open tickets in CRM database system, providing excellent first call resolution following up with diners and restaurants
- Provided troubleshooting for common issues such as fax transmission problems, delivery map updates, menu updates, and delivery navigattion
Support Center Specialist
VPay Inc.
02.2015 - 11.2016
- Responsible for answering incoming calls in a timely and courteous manner
- Provided client support for various insurance companies & troubleshooting with virtual payment processing
- Provided customer education & answering questions about payment info and details, while complying with HIPPA standards to ensure patient privacy
- Managed unreconciled payments and made outbound calls to medical providers for verification and processing of outstanding payments
- Worked out of extensive excel database system and utilized communication systems to follow up with clients and providers to ensure payments process successfully
- Responsible for meeting weekly business quotas, consistently meeting well over department goal & averages
Technical Support Expert
Telvista Inc.
02.2014 - 03.2015
- Provided technical support for Verizon FiOS and its customers
- Answered phone calls in a timely manner in a high call volume setting, while providing excellent customer service and rapport with customers
- Assisted customers with various audio/video technical issues such as remote programming, signal and audio loss, and picture quality, as well as installation of cable equipment
- Assisted customers in computer & webbased troubleshooting such as repairing hardware, installing software & programs, data connectivity, and email client configuration
- Also schedules dispatch technician appointments for onsite repairs, as well as following up with customers with emphasis on first call resolution and customer satisfaction
Education
High School -
Mansfield Timberview High School
06.2011
Skills
- Detail-Oriented
- Independent Problem Solver
- Experienced with MS Office Suite
- Data Entry Proficiency
- Efficient Typing at 75 Words Per Minute
- Thriving in High-Pressure Settings
- Strong Verbal Communication
- Experienced with CRM Tools
- Remote Desktop Support
- SQL Database Management
- Oracle Database Management systems
- VoIP Gateway Configuration
- Excellent Customer Service skills
- Proficient in Handling High Call Volumes
Accomplishments
- Developed reconciliation department for VPay
- Top five overall in stats and performance at Telvista
Timeline
Tier 2 Technical Support Rep
Via Path Technologies
08.2021 - Current
Help Desk Security Coordinator
ACE Cash Express Inc.
08.2018 - 08.2021
Emergency Dispatch Operator
ADT Security Services LLC.
06.2017 - 07.2018
GrubHub Customer Service Agent
NexRep LLC.
08.2016 - 06.2017
Support Center Specialist
VPay Inc.
02.2015 - 11.2016
Technical Support Expert
Telvista Inc.
02.2014 - 03.2015
High School -
Mansfield Timberview High School