Victoria Tucker
Prosper,TX
Summary
Dedicated professional with experience providing technical support to end users in a corporate environment. Proven track record of resolving complex technical issues quickly and efficiently, while providing excellent customer service. Skilled in troubleshooting hardware and software issues, system maintenance, and network configuration. Adept at training users on new applications and technologies, working with remote users, and staying abreast of new developments in the IT industry.
Overview
10
10
years of professional experience
Work History
Helpdesk Analyst
Bank of America
02.2023 - 12.2024
- Inbound call center supporting customers via telephone and chat interactions
- Role involves basic troubleshooting of Microsoft applications and proprietary systems
- Experience in Microsoft Office application suite[how to, in addition to technical troubleshooting
- Excellent customer service skills
- Technologies may include, but are not limited to: Windows10/, Microsoft Office, iOS (iPad/iPhone), VPN, HYD, knowledge base, and ticketing systems
- Key Responsibilities:
- Respond to common requests for support using information from knowledge systems to apply resolution, promptly escalates unresolved incidents or requests as appropriate
- Receives, categorizes, prioritizes, and handles incidents in line with the Incident Management Standards
- Meet established individual performance metrics related to first call resolution, incident and call quality, adherence to schedule, and customer satisfaction
Computer Operator
American Income Life Insurance Company
09.2021 - 02.2023
- To perform console operations on large scale electronic data processing equipment and computers
- To operate peripheral computer devices and maintain file library and vault
- Responsible for the complete operations of all large scale and other support and peripheral equipment involved in the processing of data and programs
- Perform assignments requiring the application of a broad technical knowledge of computer system operations and internal procedures
- Observe computer components and monitor work in progress to ensure quality, correctness and adherence to the schedule
- Select course of action for recovery from error conditions.
- Work with Operations Manager, production assurance, programmers or vendor personnel to help solve specific problems.
- Other duties as required by the department
Agency Accounting Specialist
American Income Life Insurance Company
02.2019 - 09.2021
- My responsibilities within this role was to communicate, and have direct contact with agents by telephone, email, fax and written correspondence
- Also include gathering and reporting of information, problem solving, reviewing and evaluating various agency related reports, and providing quality customer service in a timely manner
- In addition, I must meet monthly deadlines for accounting and commission processing
- Perform various duties with a high degree of accuracy
- Ability to exercise high level judgmental decisions in an independent manner
- Ability to effectively communicate verbally and in writing in response to inquiries involving agent earnings, agent debit balance and ledger checks
- I also balanced general ledger accounts, looked up audits and find how much money is owed to the agents
- Also handled accounts payable and receivable
- Then I assisted OPEIU which is our union where I handled thousands of applications per month making sure the agents opted in or out the union
- Also making necessary changes if I needed to reimburse the agent if they were not supposed to be charged
Conservation Specialist
American Income Life Insurance Company
08.2017 - 02.2019
- Servicing inbound calls from current policyholders with the intent of cancelling their insurance benefits and/or
- Placing outbound calls to current policyholders regarding coverage, premium and other policy information
- Record the outcome of the calls
- Perform research necessary to effectively answer policy holder questions and concerns
- Compose business letters, effectively communicate in writing and verbally
- Requires extensive telephone contact
- Other duties as required by the department
Pharmacy Care Representative
HEB Pharmacy
02.2015 - 08.2017
- Communicated instructions to patients or caregivers about proper use and storage of drugs
- Kept pharmacy counter and related areas clean, neat and organized
- I checked out customer’s prescriptions in a fast paced work environment
- I answered phone calls and handle inquiries and complaints
- I created electronic records of forms for the pharmacy
- I also clarified insurance billing issues and prior authorizations
Education
Computer Programming Technology - Software Develop - Computer Programming
Texas State Technical College
Waco, TX01.2024
Certification - Computer Networking & Systems Administration
Texas State Technical College
Waco, TX05.2017
Highschool Diploma - undefined
Highland Heights Academy
Okmulgee, OK06.2012
Skills
- Active Directory
- Accounting
- Adobe Acrobat
- Analytical Thinker
- Attention to detail
- Categorizing
- Computer Science
- Computer Hardware
- Computer Operator
- Computer Software
- Coding
- Critical thinking
- Cross Training
- Customer Service
- Customer Support
- Data Entry
- Desktop Support
- DHCP
- Filing
- Google Docs
- Google Suite
- Helpdesk
- IT Support
- Java
- Java Script
- Logging Support Tickets
- Mac Systems
- M365 Office
- Microsoft Access
- Microsoft Word
- Operating Systems
- Oracle
- Organization Skills
- Payroll
- Powerpoint
- Printer Repair
- Programming
- Python
- Skype
- SQL
- Software Diagnostics
- Software Installing
- Solimar
- Technical Troubleshooting
- Time Management
- Typing
- Visual Studios
- Webex
- Work Planning and Prioritization
Timeline
Helpdesk Analyst
Bank of America
02.2023 - 12.2024
Computer Operator
American Income Life Insurance Company
09.2021 - 02.2023
Agency Accounting Specialist
American Income Life Insurance Company
02.2019 - 09.2021
Conservation Specialist
American Income Life Insurance Company
08.2017 - 02.2019
Pharmacy Care Representative
HEB Pharmacy
02.2015 - 08.2017
Certification - Computer Networking & Systems Administration
Texas State Technical College
Highschool Diploma - undefined
Highland Heights Academy
Computer Programming Technology - Software Develop - Computer Programming
Texas State Technical College
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