Summary
Overview
Work History
Education
Skills
Timeline
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Erminie Gold

Mckinney,TX

Summary

Provides excellent service via phone, email, and remote desktop systems. Committed to successfully resolving all issues and complaints to support business continuity. Focus on meeting company SLA's and maintaining technological integrity. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and mastering new skills.

Overview

15
15
years of professional experience

Work History

Technical Support Engineer

ERICSSON INC.
Plano (Remote), TX
07.2013 - 03.2024
  • Coordinated work, trained, and guided other Help Desk staff on tool platforms supported including Salesforce, SiteTracker, ELH (Docebo), EAMS, ERS, Site Scoping, and BillyBom. As the sole SME of Site Scoping developed troubleshooting techniques, documents and instructions.
  • Supported end of life for several tools.
  • Tier 1 support and applied troubleshooting techniques to resolve issues customers were experiencing through phone calls, Team Virtual Meetings, and emails.
  • Worked on special projects involving updating data logic. Produced results in less time than anticipated.

Business Analysis Coordinator

ERICSSON INC
Plano, TX
12.2012 - 07.2013
  • Managed site and project information for multiple customer units in both United States and Canada. Communicated and interacted with executives, managers, vendors, users, and team members to elicit business requirements, analyze information, and critically evaluate information gathered from multiple sources. Collaborated with developers and data management experts to establish a product.

Project Coordinator

ERICSSON INC.
Plano, TX
12.2008 - 12.2012
  • Assisted project management with tracking, updating, reporting, communicating and analyzing project related activities. Assisted with project documents including: project specifications, schedules, scope, minutes, and reports. Assisted project manager with change activities, network creation, and equipment deliveries. Ensured assigned deliverables were on schedule. Updated technical databases and reports.

Education

Bachelor of Science - Business Administration And E-Commerce

University of Phoenix
Tempe, AZ
07-2007

Skills

  • Technical Troubleshooting
  • Performance Optimization
  • Project Coordination
  • Salesforce tools
  • Docebo - Learning Platform
  • Remote Office Availability
  • Analytical Thinking
  • Proficient in Microsoft Office tools

Timeline

Technical Support Engineer

ERICSSON INC.
07.2013 - 03.2024

Business Analysis Coordinator

ERICSSON INC
12.2012 - 07.2013

Project Coordinator

ERICSSON INC.
12.2008 - 12.2012

Bachelor of Science - Business Administration And E-Commerce

University of Phoenix

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Erminie Gold