Alexandra Alarid
Broomfield,CO
Work Preference
Work Type
Full TimeLocation Preference
RemoteSummary
Results-driven Lead Technician specializing in system troubleshooting and workflow optimization. Expertise in customer relationship management and quality assurance, enhancing service delivery and team performance. Experienced in technical support for payment processing systems, with a strong focus on analyzing customer needs, training staff, and implementing process improvements to boost operational efficiency and satisfaction.
Overview
7
7
years of professional experience
Work History
Lead Technician
Global Payments
Broomfield, Colorado
03.2019 - Current
- Oversaw daily operations, delegated tasks, and implemented strategies to optimize workflows, enhancing team efficiency.
- Led technical support for payment processing systems and applications.
- Oversaw troubleshooting and resolution of system issues for clients.
- Provided technical support to customers and staff on a variety of hardware and software issues.
- Trained technicians on new tools and software updates regularly.
- Trained users in the use of new software packages or hardware devices.
- Collaborated with cross-functional teams to enhance service delivery.
- Facilitated communication between clients and engineering teams, streamlining issue resolution processes.
- Managed multiple projects simultaneously while meeting deadlines.
- Managed quality control to ensure high customer satisfaction and compliance with service standards.
- Analyzed customer requirements to determine appropriate solutions.
- Developed standard operating procedures for technical processes and workflows.
- Conducted regular audits to ensure compliance with industry standards.
Technical Support Representative
Global Payments
Broomfield, Colorado
03.2019 - Current
- Resolved customer inquiries through phone, chat, and email support channels.
- Troubleshot customer inquiries related to software and hardware issues.
- Provided technical assistance for payment processing software and systems.
- Resolved escalated customer service issues in a timely manner.
- Documented issues and solutions in the ticketing system for future reference.
- Collaborated with cross-functional teams to troubleshoot complex payment problems.
- Educated customers on product features and best practices for usage.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Conducted training sessions for new team members on support protocols.
- Analyzed recurring technical issues to recommend process improvements.
- Maintained up-to-date knowledge of payment industry trends and technologies.
Education
High School Diploma -
05-2013
Skills
- Payment processing
- System troubleshooting
- Technical documentation
- Quality assurance
- Help desk support
- Software training
- User onboarding
- Process improvement
- Workflow enhancement
- Project management
- Team leadership
- Customer relationship management
Timeline
Lead Technician - Global Payments
03.2019 - Current
Technical Support Representative - Global Payments
03.2019 - Current
Westminster High School - High School Diploma,