Construction projects (wood crib, shutters, barn repair)
Regina Schwenk
Customer Support Analyst
Aberdeen,MD
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
28
28
years of professional experience
5
5
years of post-secondary education
Work History
Customer Support Analyst - Level 2
Oracle Hospitality
Columbia, MD
01.2006 - 03.2023
- Recognized escalation needs and connected customers with advanced support staff.
- Identified trends in client requests and helped management get ahead of ongoing problems. POS MOS Micros software.
- Partnered with sales, operations and field service teams to coordinate solutions.
- Crafted intelligent, professional responses to emailed and web chat customer questions.
- Supported customers throughout incident response, management and resolution to deliver expert assistance for technical needs.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Remotely setup network permissions for POS Micros Hardware replacements.
- Knowledge of past and current hardware for client support.
- Configured hardware, devices, and software to set up work stations for employees.
Technical Support Specialist
Absolute Quality
Hunt Valley, MD
03.2004 - 03.2005
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Resolved numerous technical support inquiries per day.
- Assisted with updating technical support best practices for use by team.
- Wireless network support technician.
- Helped remotely set up new networks.
Server
Olive Tree Enterprises
Aberdeen, MD
02.1995 - 06.2004
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
- Cultivated warm relationships with regular customers.
- Helped customers with dietary restrictions, allergies and intolerances obtain safe, delicious food by working closely with kitchen staff on alternatives.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Bussed and reset tables to keep dining room and work areas clean.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Learned and followed local alcohol laws to keep restaurant compliant with regulations while serving spirits.
- Checked guests' identification before serving alcoholic beverages.
- Monitored patrons for alcohol intake to appropriate levels and took measures to curtail inappropriate behavior.
Graphic Designer/ Office Manager
Tapestries And Treasures
Havre De Grace, MD
01.2002 - 11.2002
- Managed office operations while scheduling appointments for department managers.
- Coordinated special projects and managed schedules.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Updated reports, managed accounts, and generated reports for company database.
- Created web pages, presentations, newsletters print advertisements and kept inventory updated. Web mistress of Tapestries4less and Tapestries4sale. Created abouttapestries.com.
Graphic Designer
SR&B
Bel Air, MD
03.2000 - 02.2001
- Met with customers to present mockups and collect information for adjustments.
- Developed creative design for print materials, brochures, banners, and signs.
- Completed in-depth product design tests using updated software tools.
- Created original artwork for range of print, web and video projects.
- Worked with clients to gather and define requirements, establish scopes, and manage project milestones.
Education
Bachelor of Arts - Fine And Studio Arts Management
Frostburg State University
Frostburg, MD 09.1996 - 01.2000
Masters of IT Management -
University of Phoenix
Tempe, AZ 09.2016 - 07.2018
Skills
Flexible and Adaptable
undefinedAffiliations
Civitan Club of Fredrick Maryland
September 2022 to Present
Civitan volunteers donate their time, skills, and leadership to impact the lives of families with intellectual and developmental disabilities.
Volunteer for FIRST Robotics STEM
March 2016 to March 2018
Volunteer for FIRST Robotics Competition (FRC). Team STEM Absolute Zero Aberdeen Proving Ground. Supervised group activities and the team booth. The group uses Python, Java, AutoCAD, and Solidworks.
Interests
Susquehanna State Park trail cleanup and maintenance volunteer
Blood donor
Travel
Gardening with native plants
Timeline
Masters of IT Management -
University of Phoenix
09.2016 - 07.2018
Customer Support Analyst - Level 2
Oracle Hospitality
01.2006 - 03.2023
Technical Support Specialist
Absolute Quality
03.2004 - 03.2005
Graphic Designer/ Office Manager
Tapestries And Treasures
01.2002 - 11.2002
Graphic Designer
SR&B
03.2000 - 02.2001
Bachelor of Arts - Fine And Studio Arts Management
Frostburg State University
09.1996 - 01.2000
Server
Olive Tree Enterprises
02.1995 - 06.2004
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