Keith Cortez
Alpharetta,GA
Summary
Experienced Associate Technical Product Support Representative with 13+ years in NOC support and 7+ years in client-facing roles. Proven expertise in pharmaceutical and financial software support. Seeking growth opportunities in a new organization. Exceptional communication skills, adept at diagnosing, troubleshooting, implementing, and remotely repairing software/hardware equipment. Strong focus on technical documentation and a track record of building and maintaining solid customer relationships.
Overview
24
24
years of professional experience
Work History
CSR III
ADP Payroll
Alpharetta
09.2023 - Current
- Aids clients in resolving payment problems regarding the Wisely Pay card by assisting them over inbound calls.
- Ensured clients received timely education, assistance, and resolutions for their concerns.
- Developed new knowledge-based content to improve the effectiveness of troubleshooting resources for training and learning.
- Oversaw task allocation to representatives and contributed insights during frequent software update meetings.
- Ensured smooth onboarding of new staff members through comprehensive training sessions.
- Aided clients in understanding product features, benefits, and troubleshooting techniques.
- Remained knowledgeable about company's products and services.
- Ensured compliance with company's established protocols for handling confidential data.
CSR II
ADP Payroll
Alpharetta
05.2022 - 09.2023
- Maintained ticketing documentation of service requests and assisted clients in day-to-day troubleshooting of payment issues for employees
- Ensured proper record-keeping of all interactions with customers using CRM software, in alignment with company protocols.
- Provided guidance on product features, benefits, and troubleshooting techniques.
- Maintained adherence to company's guidelines regarding confidential data.
- Designed and implemented innovative approaches to elevate the level of customer satisfaction.
- Initiated technical documentation.
Product Support representative (EnterpriseRx)
McKesson Corporation U.S. Pharmaceuticals
Alpharetta
11.2021 - 05.2022
- Served as a point of contact between pharmacy customers and prescription claim adjudication through utilization of proprietary software.
- Ensuring accurate documentation of service requests and follow-up calls on issues, with timely escalation to the appropriate department when needed
- Managed configuration, installation and troubleshooting of various types of printers and scanners.
Senior Associate Product Support Representative (Pharmaserv)
McKesson Corporation U.S. Pharmaceuticals
Alpharetta
07.2018 - 11.2021
- Managed the migration of knowledge base articles to a new platform, including creating, editing, and consistently maintaining them. This effort was recognized with the prestigious McKesson company-wide FY20 Q3 Customer Experience Operations Award.
- Earned repeated accolades from customers, coworkers, and account managers for outstanding customer service capabilities.
- Investigated and troubleshooted inbound calls as a Tier 1 customer support representative, focused on achieving first-call resolution and delivering an outstanding Effortless Customer Experience
- Utilized proprietary software to assist pharmacy customers with prescription claim adjudication while also taking responsibility for creating reports on supply management inventory tracking, patient prescription history, Controlled Substance reporting, and Point of Sale issues
- Achieved efficient and effective troubleshooting of various technical equipment in a remote environment.
- Responsible for tracking and reporting service requests and follow-up calls, identifying cases that called for extra research and escalating them to the appropriate department.
- Extensive experience with Microsoft Office 365 including proficiency in Word and Excel
- Applied SQL knowledge to efficiently handle Microsoft Windows Server 2008, 2012, and 2016. Responsibilities encompassed resetting passwords and creating user profiles in Active Directory using admin credentials.
- Enhanced end user understanding of software/hardware usage through education and development of technical documentation.
Systems Administrator
Community Loans of America (CLA)
Atlanta
01.2018 - 03.2018
- Explored new IT area by providing internal corporate email support and assisting users with password security and Active Directory additions/deletions.
- Experienced in server installation and configuration for both Linux and Windows platforms.
- Streamlined operations and optimized server performance through the successful conversion of physical servers to virtual servers using VMware.
NOC Team Tier II/Implementation Lead
Community Loans of America (CLA)
Atlanta
05.2012 - 12.2017
- Expanded Tier II knowledge and focus through regular team meetings and project management.
- Maintained up-to-date information on deployed equipment for team members, managed tech documentation, and facilitated store transfers/maintenance/closures.
- Oversaw the return logistics of unused or defective hardware from the field, as well as conducted audits on help desk operations and Tier II trouble tickets.
- Collaborated with engineering to author procedural documentation for CCTV implementation and support, VoIP hardware and installation, router configuration, troubleshooting tips, and proper escalation procedures.
- Contributed to expanding VPN scope from the United States to the United Kingdom through spearheading hardware and networking equipment deployment, implementation, and configuration
- Implemented and maintained CCTV infrastructure.
- Assisted with troubleshooting and resolving LAN/WAN connectivity issues, including equipment replacement and resolving line problems at various locations
- Contributed to the proper installation and maintenance of VoIP phone services in multiple store locations, possessing admin level asterisk training as well as familiarity with Linux CentOS and Ubuntu.
- Identified and terminated over 150 cable and DSL circuits that were being billed to accounting but not in use, resulting in saving the company over $750,000.
NOC Team Tier II/Implementation Technician
Community Loans of America (CLA)
Atlanta
04.2011 - 05.2012
- Managed a team in centralizing operations through the implementation of a single VPN router solution, alongside the creation of clear procedural documentation for both router configuration and operational processes.
- Provided effective training on setting up new stores and configuring routers to other team members
- Drove significant cost reductions and increased company profitability through the implementation of VoIP across all 1200 stateside locations, resulting in annual savings exceeding $2 million for telecommunications expenses
- Managed a team to successfully launch newly acquired UK stores in the US. Key responsibilities included overseeing policy/hardware implementation, site openings, and authoring procedural documentation processes.
Network Operations Technician
Community Loans of America (CLA)
Atlanta
03.2009 - 04.2011
- Achieved promotion to Network Operations where responsibilities included strengthening store wireless security and replacing 3rd party VPN routers with custom-built managed router solutions
- Increased proficiency in configuring Netopia, Aruba, and Zeroshell VPN routers through self-teaching efforts. Collaborated with the engineering team by creating comprehensive documentation of procedures for these tasks on the company's internal Wikipedia page as part of IT staff training.
- Recovered more than $4K for the IT department through efficient RMA processes resulting in corporate credits.
Help Desk Analyst
Community Loans of America (CLA)
Atlanta
01.2008 - 03.2009
- Provided exceptional client support and developed strong troubleshooting skills for LAN/WAN/Wi-Fi issues
- Performed remote configuration and installation of computer software, peripherals, and printers in a CUPS environment
- Successfully managed the logistics for replacing hardware
- Became skilled in various ticketing systems, properly documenting and managing assets.
Bartender
The Sundial Restaurant and Bar
Atlanta, GA
05.2006 - 12.2008
- Ensured customer satisfaction by efficiently preparing and serving cocktails and fulfilling food orders
- Ensured accurate accounting of cash drawer and counted earned monies at close of shift
- Oversaw the ordering and upkeep of product inventory.
Bartender
The Bucket Shop Cafe and Bar
06.2000 - 05.2006
- Ensured efficient service by accurately fulfilling cocktail and food orders.
- Maintained accurate inventory records
Education
Georgia Perimeter College
Atlanta, GA01.1990
University of Georgia
Athens, GA01.1989
Linux Administration 110 Steel Pivot
Atlanta, GACurrently Pursuing Net
Skills
- Call Center/Helpdesk Experience
- Technical Documentation
- Knowledge Article Creation
- Trouble Ticket Documentation
- CRM Software
- Technical Support
- Conflict Resolution
- Project management abilities
- Staff Training
- Multi-Task Management
Workreferences
- Allen Hill, Operations Manager, Shared Services, (313) 743.8653, allen.hill@mckesson.com
- Adam Hadyka, Supervisor, EnterpriseRX McKesson Pharmacy Systems, (973) 222.0473, adam.hadyka@mckesson.com
- Laura Lamb, Team Lead ADP, (404) 821-7761, Laura.Lamb@adp.com
- Maria Zarate, CSR III ADP Payroll, (770) 903-2294
- Kristine Gray, (630) 398-1140
Timeline
CSR III
ADP Payroll
09.2023 - Current
CSR II
ADP Payroll
05.2022 - 09.2023
Product Support representative (EnterpriseRx)
McKesson Corporation U.S. Pharmaceuticals
11.2021 - 05.2022
Senior Associate Product Support Representative (Pharmaserv)
McKesson Corporation U.S. Pharmaceuticals
07.2018 - 11.2021
Systems Administrator
Community Loans of America (CLA)
01.2018 - 03.2018
NOC Team Tier II/Implementation Lead
Community Loans of America (CLA)
05.2012 - 12.2017
NOC Team Tier II/Implementation Technician
Community Loans of America (CLA)
04.2011 - 05.2012
Network Operations Technician
Community Loans of America (CLA)
03.2009 - 04.2011
Help Desk Analyst
Community Loans of America (CLA)
01.2008 - 03.2009
Bartender
The Sundial Restaurant and Bar
05.2006 - 12.2008
Bartender
The Bucket Shop Cafe and Bar
06.2000 - 05.2006
Georgia Perimeter College
University of Georgia
Linux Administration 110 Steel Pivot
Currently Pursuing Net
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