JOSEPH S. DORRELL
Customer Service Professional
ALBUQUERQUE,NM
Summary
Innovative Help Desk Analyst with 10 years' experience in prioritizing customer satisfaction while providing technical support to resolve problems quickly. Successful in providing network support, troubleshooting and maintenance for Windows, Linux, Mac, iOS and Android systems. Personable communicator while assisting with technical issues and training.
Overview
6
6
years of professional experience
Work History
Helpdesk Analyst I
Unity BPO, Presbyterian Health Services
Albuquerque, New Mexico
11.2018 - 06.2020
- Resolved technical PC software and hardware problems by utilizing logical problem-solving skills and referencing documented processes and procedures (Microsoft Suite, Windows, VPN, Active Directory, customer specific software applications, OSX and iOS, laptops, desktops, printers, COIP telephony).
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
- Provided End-User Electronic Health Record (EHR) usability assistance to clinicians including, but not limited to doctors, nurses, and therapists.
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
Financial Banking Representative
Alorica, USAA Bank
Albuquerque, New Mexico
02.2018 - 11.2018
- Handled various accounting transactions, establishing rapport with new clients to increase satisfaction and loyalty.
- Responded to requests for assistance and/or possible processing of credit card authorizations in a courteous and professional approach.
- Resolved and de-escalated issues while maintaining a friendly and professional customer experience.
- Assisted transferred escalated consumers by applying the H.E.A.T method to ensure customer satisfaction, de-escalation, and efficiency.
- Tracked call-related information for auditing and reporting purposes.
Client Services
Alliance
01.2016 - 06.2016
- Managed client account services for a large customer retail portfolio, including Victoria's Secret, Pottery Barn and QVC.
- Interacted with clients to quickly alleviate issues and provide project updates.
- Performed duties and provided service in accordance with established operating procedures and company policies to meet service level call quality and efficiency protocols.
Network Infrastructure Maintenance Technician
Vivint Wireless Technologies
Albuquerque, New Mexico
01.2015 - 06.2015
- Installed and maintained data and voice circuits through routers, switches, and WAN devices.
- Diagnosed a variety of technical errors from logic infrastructure to operating software activities and arrays.
- Managed and maintained storehouse equipment and tools/vehicle provided by the company.
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
Tier III Technical Sr. Representative
T-Mobile USA
Albuquerque, New Mexico
06.2012 - 11.2014
- Provided basic technical support resolving issues for clients on variety of company products.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Resolved issues through careful research and follow-up with customers.
- Assisted in 12-18 person chat environment to answer tech-related questions while coaching representatives on knowledge and use of tools to promote efficiency and customer satisfaction.
District Sales Associate
Premier Services, Inc
Albuquerque, NM
08.2007 - 04.2008
- Traveled to different Wal-Mart locations in the Albuquerque and Belen areas.
- Logged sales information and post percentages of different coinciding stores within a certain mile radius.
- Stocked high target items and relocate merchandise to specified high target or sales target areas, retain sales percentage information and track and date pricing variances on a monthly basis.
- Worked alongside retail representatives to enhance product presentations and advertising collateral.
- Tracked stock using company inventory management software.
- Educated associates on market trends and stayed up-to-date on forecasts.
Education
Liberal Arts And General Studies
TRINIDAD STATE JUNIOR COLLEGE
Trinidad, COHEALTH SCIENCES
RIO RANCHO HIGH SCHOOL RIO RANCHO
Skills
Technical Support
undefinedVolunteer Experience
Friends Feeding Friends: Monthly community outreach providing meals and necessitites to the homeless community in Albuquerque. Assist with managing the cleanup and tear down of facilities.
Joy Junction: Assisted with landscaping and serving meals to the homeless community as well as creating a “$5 and Drive” NonProfit, 501 C-3 established moving company for those in transition and without transportation.
Dream Center AZ: Volunteer staff and intern for special services and interpersonal student relations and wellness 2010-2012 and 2016-2017.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Judge a man by his questions rather than his answers.
Voltaire
Timeline
Helpdesk Analyst I
Unity BPO, Presbyterian Health Services
11.2018 - 06.2020
Financial Banking Representative
Alorica, USAA Bank
02.2018 - 11.2018
Client Services
Alliance
01.2016 - 06.2016
Network Infrastructure Maintenance Technician
Vivint Wireless Technologies
01.2015 - 06.2015
Tier III Technical Sr. Representative
T-Mobile USA
06.2012 - 11.2014
District Sales Associate
Premier Services, Inc
08.2007 - 04.2008
Liberal Arts And General Studies
TRINIDAD STATE JUNIOR COLLEGE
HEALTH SCIENCES
RIO RANCHO HIGH SCHOOL RIO RANCHO
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