Bricen Equila-Liu
'Ewa Beach,HI
Summary
Dedicated customer-oriented professional delivering quality service and unparalleled support. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Willingness to take on added responsibilities to meet team goals. Seeking information security specialist roles to excel in.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Service Desk Analyst
Bank Of Hawaii
03.2024 - Current
- Engaged in user support interactions via telephone, chat and email platforms.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Monitored system performance like TSOM and Entuity to identify potential issues.
- Monitors ATM/Branches servers by pinging device to see if active. If necessary, escalate to the proper department to fix
- Installed and configured operating systems and applications.
- Patched software and installed new versions to eliminate security problems and protect data.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Connecting through admin site and going through active directory to assist clients with lockouts and password resets.
- Verify clients to their profile and assist with application password resets or lockout assistance.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
CUSTOMER SERVICE SPECIALIST II
BANK OF HAWAII
06.2022 - 03.2024
- Provides quality service by interacting with customers to provide accurate information in response to routine inquiries about products or services and account information
- Actively listens to understand a customer's circumstances, problems, expectations and concerns for the purpose of efficiently resolving customer inquiries or issues
- Processes a wide range of customer requests to update account and personal information, including but not limited to stop payments, disputes, changes to account details, process account to account funds transfers, and update contact information
- Responds to inquiries and processes requests received from other Bank of Hawaii departments
- Analyzes account activity to identify suspicious/unusual activity and complete necessary maintenance requests as required
- Troubleshoot online and mobile activity to include access management, usage and technical support
- Identify and complete complex report/maintenance requests
- Maintains up-to-date information and working knowledge of desktop procedures, as well as all Bank products, services, promotions, and information about the organization
- Educates and assists customers in utilizing alternate banking channels, such as ATMs, Bankoh by Phone, and e-Bankoh Online & Mobile Banking.
CUSTOMER SERVICE REPRESENTATIVE
HAWAII ENERGY CONNECTION
09.2020 - 04.2022
- Setting up reminders to Upcoming customers
- Answering any questions that new and existing customers have
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answer calls and help people that have issues like a roof leaks or out inverters
- Send HECO applications
- Schedule Site Inspections
- Pull permits
- Send HOA application.
COMMISSIONING TECHNICIAN
HAWAII ENERGY CONNECTION
03.2020 - 09.2020
- Troubleshooting whole system problems
- Setting up new systems and Validate
- Setting up ACXIS boxes properly so it can work properly
- Troubleshot electrical issues related to solar panel installation and implemented swift resolutions.
- Checked electrical installation for proper wiring, polarity, grounding, and integrity of terminations.
- Used diagnostic tools to identify hardware failures and replace non-functional components.
Technical Support Specialist
HAWAII ENERGY CONNECTION
01.2020 - 03.2020
- Troubleshooting inverters and panels and fixing problems
- Inputting data for changing inverter numbers
- Checking envoys and Wi-Fi connection to help customer connect properly to enphase
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Diagnosed and troubleshot hardware, software and network issues.
- Supported customers throughout incident response, management and resolution to deliver expert assistance for technical needs.
- Troubleshot problems with software, hardware and networking for users.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Walked individuals through basic troubleshooting tasks.
Solar Panel Installer
HAWAII ENERGY CONNECTION
10.2019 - 01.2020
- Installing rails to the house and bolting the panels to them
- Connecting micro inverters to the trunks and connecting the inverters to the panels.
- Installed complete systems at new residential and business construction sites.
- Completed troubleshooting of malfunctions and diagnosed issues.
- Operated tools, equipment, and machinery according to safety standards.
- Installed solar panels on multiple residential and commercial properties to meet customer requirements.
- Used drawings, schematics, and instructions to properly install PV systems in accordance with codes and standards.
Education
Bachelor of Science - Computer And Information Systems Security
University of The People
Pasadena, CA03.2025
Associate of Science - Computer And Information Systems Security
University of The People
Pasadena, CA01.2021
Skills
- Proficient at Microsoft Office
- Excellent customer service
Certification
SY0 601 Security+ Certification
04/2022
Timeline
Service Desk Analyst
Bank Of Hawaii
03.2024 - Current
CUSTOMER SERVICE SPECIALIST II
BANK OF HAWAII
06.2022 - 03.2024
CUSTOMER SERVICE REPRESENTATIVE
HAWAII ENERGY CONNECTION
09.2020 - 04.2022
COMMISSIONING TECHNICIAN
HAWAII ENERGY CONNECTION
03.2020 - 09.2020
Technical Support Specialist
HAWAII ENERGY CONNECTION
01.2020 - 03.2020
Solar Panel Installer
HAWAII ENERGY CONNECTION
10.2019 - 01.2020
Bachelor of Science - Computer And Information Systems Security
University of The People
Associate of Science - Computer And Information Systems Security
University of The People
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