Vishal Singh
Information Technology / Cyber Security
Coral Springs,FL
Summary
Results-oriented IT professional with exceptional knowledge of Fiserv corporate IT systems along with hands-on experience with multiple POS systems through many years of hospitality management. I pride myself on my adaptability in learning new systems and being in new environments. Proficient Customer Engagement representative that thrives in setting up and maintaining customer equipment, training users, and supporting pivotal process improvements to all available POS systems and gateway software. Well-versed knowledge of up-to-date business practices, IT standards, and government regulations. A self-motivated approach to monitoring and resolving troublesome IT issues. Summer 2021 IT BS Graduate hoping to complete a Master's in Cybersecurity by Spring 2023.
Overview
15
15
years of professional experience
3
3
years of post-secondary education
Work History
Client Management / Engagement Specialist
FISERV - SMB SMS
Coral Springs, Florida
11.2020 - Current
- Ability to research , acknowledge, document, and support troubleshooting methods through the utilization of multiple proprietary systems for client verification, problem-solving, and notating.
- Learning quickly while being able to adapt to organizational changes daily as the needs of the organization evolve.
- Assisted with inter-departmental communication to efficiently and effectively provide customer support.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Investigated and resolved customer inquiries and complaints quickly in escalated customer service cases
- Provided over 30 outbound calls per day, and 40 email correspondences to both clients and sales specialists.
E-Support / Back Office Associate
FISERV - Clover POS Technologies
Coral Springs, FL
12.2019 - 11.2020
- Agent to BC inquiry for RSA accounts: Accelerated case handling including escalations
- Responding to AE/BC’s and customer support in an open queue for Clover Support.
- Moving equipment from MID to MID
- Keeping detailed track of Zendesk cases for Valuelink and GYFT gift cards.
- Use of putty and multiple resources to issue refunds for the Clover App Market Billing.
- Agent to agent, and agent BC, and agent to consumer-facing chats
- Consistently working several queues at once, establishing well over 50 closed cases per day.
Tier 1 Support Technician
FISERV - Clover POS Technologies
Coral Springs, FL
11.2018 - 12.2019
- Fast-paced environment, constantly surpassing almost every metric standard while striving for a better quality of work.
- Teaching merchant proper equipment handling and use procedures including all training support.
- Complete use of Layer one, two, and three in the troubleshooting methodology including remote support.
Education
Bachelor of Science - Information Technology
Florida Intl. University
Miami, FL 01.2019 - Current
Associate of Arts - Information Technology
Broward College
Fort Lauderdale, FL 01.2018 - 06.2019
Certified - Cloud Engineering And Networking
The Academy Of South Florida
Ft.Lauderdale 06.2017 - 01.2018
No Degree - Sales And Marketing
Florida Atlantic University
Boca Raton, FL 08.2006 - 01.2011
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Skills
-Fiserv: Salesforce, FDPOS, TASQ, MSA, Clover Dashboard, FDIS, Zendesk, Gyft, FOG Admin, Merchant Manager, ETC and various other internal applications
Quote
There’s no shortage of remarkable ideas, what’s missing is the will to execute them.
Seth Godin
Timeline
Client Management / Engagement Specialist
FISERV - SMB SMS
11.2020 - Current
E-Support / Back Office Associate
FISERV - Clover POS Technologies
12.2019 - 11.2020
Bachelor of Science - Information Technology
Florida Intl. University
01.2019 - Current
Tier 1 Support Technician
FISERV - Clover POS Technologies
11.2018 - 12.2019
Associate of Arts - Information Technology
Broward College
01.2018 - 06.2019
Certified - Cloud Engineering And Networking
The Academy Of South Florida
06.2017 - 01.2018
No Degree - Sales And Marketing
Florida Atlantic University
08.2006 - 01.2011
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