Yermy Parra

• Support diagnosis of hardware, and software issues, and troubleshooting activities
• Provide and support the administration of the network support, upgrade devices, switches, routers, antennas, and fiber optics, improved connectivity throughout the property, and improve security
• Handled infrastructure, administration activities, service management support diagnosis, and directory services management
• Software and Hardware issues and troubleshooting activities
• Worked with an IT department of 3 staff and report to the IT Director.

• Provided high-level customer service through a friendly approach, strong professionalism, and timely assistance with customer transactions
• Assisted customers with account information, ordering special letters, statements, loan forms, debit card replacement, completing loan applications, closing accounts, setting up online banking accounts helping to download mobile apps, and troubleshooting if needed
• Processed claims disputed for fraudulent transactions
• Managed approximately more than 80 incoming calls per day

Provide excellent customer service with a friendly approach

• Provide phone plan information, and upgraded plans per customer request
• Troubleshoot cellphones and tablets, issues such as APNs, low coverage, phone number changes, voice mail set up, auto-pay set up, and adding more lines to their plans
• Managed department call volume of 70 calls per day and coordinated department schedules to maximize coverage during peak hours.

• Provide excellent customer service with a friendly approach
• Provide phone plan information, and upgraded plans per customer request
• Troubleshoot cellphones, tablets, and Routers, issues such as APN, low coverage, phone number change, voice mail set up, auto-pay set up, and adding more lines to their plans.
• Managed high-volume inbound calls, providing exceptional service to customers in need of assistance.
• Troubleshot and resolved customer complaints and issues.