Carlos West
Eastpointe,MI
Summary
Technical Support professional with over 23 years of hardware and software troubleshooting experience. Efficient at training and mentoring new organization employees.
Overview
26
26
years of professional experience
Work History
Customer Service Representative
K2 Services
11.2023 - Current
- Active directory support for law and financial firms
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Software and hardware support
Clinical Resolution Analyst
HTC Global Services
06.2023 - 09.2023
- Patient Care
- Active Directory account support
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Epic software support
Technical Support
ACCENTURE
04.2023 - 05.2023
- Analyzed and evaluated existing compensation and benefits programs and recommended improvements.
- Assisted with various benefits programs for State of Massachusetts
- Educated clients on products over phone
- Advised customers on making decisions regarding health care packages, carefully matching customers with most appropriate products and services.
Fulfillment Center Associate
AMAZON, Water Spider
08.2022 - 09.2022
- Reduced fulfillment errors by using RF scanners to quickly pick items to proper bins.
- Operated warehouse equipment and reported instances of safety code violations to management to reduce risk of accidents.
- Moved boxes and organized aisles to open up floor space and enable forklift operators to move freely through warehouse.
- Alternated goods in inventory by observing first-in and first-out approach to keep shelves organized and properly stocked.
System Operations Analyst
EDS/ADP
02.2000 - 05.2021
- BMW account, Dash account, Drive Flex account
- Internet Explorer Browser configurations, Password and profile security for BMW Clients
- Java software support
- Case escalations via BMC Remedy Ticketing system
- Work From Home
- Troubleshoot client pc remotely
- Configure and troubleshoot technical problems related to IP configuration and cabling
- Printers, modems, pc hardware, software, routers, cisco pix and firewall support
- Cloud software used for Automotive Industry
- Hardware and System Support New Hire Training
- Support the installation of Pc software packages for AS/400 Communication
- AS/400, Support and troubleshoot printer, pc and dummy terminal hardware issues
- Windows Networking
- Provided hardware support for GM servers, tape drives, hubs and Uninterrupted Power Supplies
- Maintained GM dealerships Local Area Networks
- Completed cross training for satellite communications used by Onstar
- Satellite signals and digital interface units
- Support and troubleshoot hardware issues such as printers and pc issues
- Windows Networking
- Cloud Software support
- Dealer Services for Bentley, Lamborghini, GM, Ford, Chrysler
- Provided training for new organization employees
Technical Support
ADECCO
01.1999 - 01.2000
- Provided phone support for 8,500 General Motor dealerships
- Specialized in software support for GM Applications
- Supported one of the largest Client/Server networks
- Provided training for new organization employees
Technical Support
NATIONAL TECH
01.1998 - 01.1999
- Provided software and hardware support for United Parcel Service
- Maintained hardware equipment for Dell, Compaq, IBM, Lexmark, Epson, Eltron , and modems
Education
No Degree - Public Communication And Motivational Speaking
Detroit College of Business
Warren, MI01.2000
No Degree - Digital Animation
Macomb Community College
Warren, MI06.2007
Skills
Online courses:
Active Directory
Comptia A
Salesforce
Service Now
Remedy
Networking
Accomplishments
2X Star Award winner for excellent customer service
Certificate of Special Congressional Recognition
Additional Information
- Two time Star Award winner
- Extreme Experience in the Automotive Industry
- Celebrated 21 year Anniversary of employment
Timeline
Customer Service Representative
K2 Services
11.2023 - Current
Clinical Resolution Analyst
HTC Global Services
06.2023 - 09.2023
Technical Support
ACCENTURE
04.2023 - 05.2023
Fulfillment Center Associate
AMAZON, Water Spider
08.2022 - 09.2022
System Operations Analyst
EDS/ADP
02.2000 - 05.2021
Technical Support
ADECCO
01.1999 - 01.2000
Technical Support
NATIONAL TECH
01.1998 - 01.1999
No Degree - Public Communication And Motivational Speaking
Detroit College of Business
No Degree - Digital Animation
Macomb Community College
Similar Profiles
Kristopher ReedKristopher Reed
Help Desk Analyst at K2 ServicesHelp Desk Analyst at K2 Services
Brian GaryBrian Gary
Service Desk Analyst at K2 ServicesService Desk Analyst at K2 Services
Ramon FrazierRamon Frazier
Help Desk Support Analyst at K2 ServicesHelp Desk Support Analyst at K2 Services