Traci Vanhorn
Grand Prairie,TX
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Empathetic to customer needs while also providing above and beyond customer service.
Overview
13
13
years of professional experience
Work History
Data Center Technician
Global IP Networks
02.2023 - 08.2023
- Provide Technical customer support by phone and/or ticket system
- Understand and practice excellent and professional phone and email etiquette
- Maintain physical IT infrastructure
- Monitor security tools, system logs and dashboards for problems and take appropriate actions
- Understand and experienced at Enterprise server hardware break-fix
- Proficient at neatly managing IT assets such as cable management, server labels/tags, etc
- Identify possible issues using various monitoring tools
- Maintain internal physical security of the facility
- Implementation of new provisioning requests
- Implementation of specific internal equipment installation
- Provide aid in day to day facility operations
- Able to work well in a team/individual environment with minimal supervision
Technical Support Representative
HomePro Technologies
04.2022 - 08.2022
- Assist customers with system, automation and interactive services
- Troubleshoot a wide range of devices and ensure they are working properly before closing call
- Assist technicians out in the field with radio/ panel swaps, upgrades and troubleshooting when in need of assistance
- Experience with uploads and downloads of a variety of panel types as well as alarm.com, Alarmnet and central monitoring.
Technical Support Representative
ADT Security Services
01.2022 - 04.2022
- Assist customers with system, automation and interactive services
- Troubleshoot a wide range of devices and ensure they are working properly before closing call
- Assist technicians out in the field with radio/ panel swaps, upgrades and troubleshooting when in need of assistance
- Experience with uploads and downloads via VPN for a variety of panel types including Bosch RPS, CMS and Remote Link, as well as alarm.com, Alarmnet and central monitoring
- Extensive background in customer service- patient, polite and always strive for one call resolution.
Technical Support Representative
Brinks Home Security
10.2020 - 08.2021
- Assist customers with updating current security system as well as identifying issues, researching answers and guiding the customer step by step to provide one call resolution
- Providing recommendations to assist customer with troubleshooting any issues while proactively working to assist others in achieving department goals and organizations objectives.
Customer Account Representative
First American Payment Systems
08.2019 - 04.2020
- Answered inbound calls, assisted customers with payment processing issues, Issued credits, reversals, and refunds for large merchant services corporation
- Updated all account information via, email, live chat and over the phone following verification policies.
Dispatch/Intervention Specialist
Interface Security
02.2019 - 07.2019
- Processed incoming alarm signals in order to dispatch proper authorities, voice down and monitor all activities at each location to ensure safety
- Accounts Receivable/Customer Service
- Pride staff
Accounts Receivable Representative
IBM
02.2011 - 12.2014
- Assisted customer through the phones, email, live support, and trouble tickets
- Managed all customer service and billing issues, including incoming phone calls, e-mails and live support requests.
Education
Associate's degree - Business
Strayer University
Washington, Virginia, DCHigh School Diploma -
Berkner High School
Skills
- Technical support
- Troubleshooting
- Customer service
- Data entry
- Live Chat
- LAN
- VPN
- Certifications and Licenses
- CompTIA A
- Support Services
- Network Support
- Helpdesk Administration
Timeline
Data Center Technician
Global IP Networks
02.2023 - 08.2023
Technical Support Representative
HomePro Technologies
04.2022 - 08.2022
Technical Support Representative
ADT Security Services
01.2022 - 04.2022
Technical Support Representative
Brinks Home Security
10.2020 - 08.2021
Customer Account Representative
First American Payment Systems
08.2019 - 04.2020
Dispatch/Intervention Specialist
Interface Security
02.2019 - 07.2019
Accounts Receivable Representative
IBM
02.2011 - 12.2014
Associate's degree - Business
Strayer University
High School Diploma -
Berkner High School
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