Ernest Lott
Las Vegas,NV
Summary
Service oriented Technical Support Specialist with 18 years of experience providing exceptional support to internal and external users. A productive self starter with a strong work ethic, detailed oriented and resourceful in completing projects. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
20
20
years of professional experience
Work History
FAS Service Support
Farmers Insurance
04.2023 - 12.2023
- Resolved Farmers agent issues regarding Auto, Home, Umbrella and CEA policies
- Researched policy guidelines for each state
- Policy maintenance and processing
- Resolved technical issues.
- Enhanced customer satisfaction by resolving technical issues and providing prompt support services.
In Home Tech Coach
Asurion
07.2017 - 01.2023
- Provided exceptional technical support for Verizon Wireless customers
- Cellular device troubleshooting (Tier 2)
- MiFi Support
- Wireless Home Phone support
- Customer account inquiries
- Customer account dispute resolution.
Main Frame Computer Operator
Bank of Nevada
01.2014 - 01.2017
- Data processing of daily transactions for all affiliates of Western Alliance Bank Corporation into the company mainframe for backup and storage purposes
- ATM, ACH, Wires, OFAC (Fed) data entry
- Backup of Western Alliance Bank data for offsite storage
- Branch block processing
- Customer ACH processing
- Credit & Debt processing
- Archive rendering, parsing and printing of customer statements
- Archive rendering of customer email statements.
- Improved system efficiency by monitoring computer performance and troubleshooting issues as they arose.
Information Technology Technician III
State of Nevada
01.2014 - 01.2014
- Provided quality helpdesk support for employees of the Department of Health and Human Services Division of Public and Behavioral Health
- Followed established procedures for the successful resolution of a wide variety software & technical issue
- Demonstrated a full grasp of the TrackIt ticket tracking system.
- Optimized system functionality through diligent monitoring of performance metrics and making necessary adjustments as needed.
Senior MIS Specialist
Bank of Nevada
01.2004 - 01.2013
- Provided helpdesk support for Bank of Nevada and affiliate employees of Western Alliance Corporation, including first and second-level network troubleshooting
- Imaged PCs and configured IP phones for deployment
- Deployed new enterprise hardware and software packages, and decommissioned old equipment as needed
- Diagnosed PC hardware and software problems and implemented corrective measures to resolve issues
- Managed IP phone systems for all bank affiliates via Cisco Call Manager
- Set up, deleted, changed permission levels and setup employee user groups across multiple domains in Active Directory and Microsoft Exchange
- Supported the LAN and WAN infrastructure as a network assistant
- Assisted in mainframe conversion and server patching efforts
- Supported the installation and setup of Cisco switches and routers
- Facilitated the IT needs of new branch opening.
- Collaborated with cross-functional teams to identify and prioritize information needs, ensuring the delivery of accurate and timely data.
Education
Some College (No Degree) -
Alabama Southern Community College
Monroeville, ALHigh School Diploma -
John C. Fremont Senior High School
Los Angeles, CA06.1982
Skills
- Main Frame Operations
- TrackIt
- Microsoft Office Suite 2007-2010
- Windows OS 10
- Mac OS
- Windows Admin Pack 2007
- Microsoft Exchange Server 2007
- Cisco Call Manager
- Cisco IOS
- Active Directory 2007
- Adobe Pro Suite
- Remote Desktop
Timeline
FAS Service Support
Farmers Insurance
04.2023 - 12.2023
In Home Tech Coach
Asurion
07.2017 - 01.2023
Main Frame Computer Operator
Bank of Nevada
01.2014 - 01.2017
Information Technology Technician III
State of Nevada
01.2014 - 01.2014
Senior MIS Specialist
Bank of Nevada
01.2004 - 01.2013
Some College (No Degree) -
Alabama Southern Community College
High School Diploma -
John C. Fremont Senior High School
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