Warehouse Order Selector
19939 E Cornell Avenue, Aurora, CO 80013 | (H) 720-312-3082 | Steven.firstname.lastname@example.org
Technical Support professional with over 14 year's experience. Able to problem solve quickly, accurately andefficiently. Strong research and customer service skills. A strong team player that strives for accuracy and isattentive to detail.
Call Tester Oct 2014 - Dec 2015
Apex Systems Comcast Greenwood Village, CO
Performed Voice Over IP 911 test calls to implement new emergency services solution.Collaborated with external testers to migrate traffic to in house solution resulting in saving 3.7 million
Completed project one month early.
Tested text to 911 to 500 plus Public Safety Answering Points.
Maintained work order information using Metasolv system.
Documented work orders on time and accurately.Prepared phone numbers and submitted address changes prior to testing.Contacted Public Safety Answering Points for discovery information and testing requirements andentered information in permanent database.Communicated operational issues and changes to supervisor on regular basis.Collaborated with teams/departments to ensure smooth work flow and efficient organization
Technical Support Analyst Jul 2011 - Oct 2014Travelport Centennial, CO
Provided expert technical assistance to airline, hotel and car rental suppliers.
Updated car, hotel and tour inventory, marketing data and information in the MVS database of Apollo,
Galileo and Worldspan systems.Obtained a 95 percent resolution rate on Ask It tickets within the team.Help ensure supplier accuracy and consistency in maintenance of data to promote travel agency sales
of supplier products displayed in Apollo, Galileo and Worldspan.Serve as liaison between airline, car and hotel suppliers and Travelport on database, networkcommunications and customer relations problems and system transaction issues.Perform changes in hotel representation for hotel properties in Apollo, Galileo and Worldspan.Provided outstanding customer service.
Tier One Support Specialist Mar 2008 - Jul 2011
Intrado Inc Longmont, CO
Triaged customer trouble calls from wireless phone providers or public safety personnel and performed
initial troubleshooting in a 24 x 7 environment.
Monitored Wireless 911 calls and Voice Over IP calls to look for messaging errors or SIP messaging
Assisted wireless phone providers with post deployment testing, troubleshooting and network
Help Desk Technical Analyst Tier II Nov 2000 - Mar 2008Travelport CO
Assist travel agencies and suppliers utilizing the Galileo or Apollo reservation systems to make
Problem management including the identification and assessment as well as the initial triage andescalation of issues reported by global first level desks and suppliers.End-user application monitoring in a 24 x 7 environment for a variety of Apollo and Galileo productsincluding supplier links, access products and web services.
Incident management of production critical issues including coordination of network and applicationteams.
Provided network and email account support for internal staff using Active Directory.Lead agent on shift directing less senior agents and insuring accurate reports were delivered tomanagement.Identified and solved technical issues with a variety of diagnostic tools.
Demonstrated professionalism and courtesy with customers at all times.
Hardwood Floor Installer Jun 2000 - Nov 2000
Oakley Hardwood CO
Installed and maintained hardwood floors.Consistently assumed additional responsibilities and worked extended hours to meet project
Travel Consultant Jul 1994 - Nov 1999Thor Inc Louisville, CO
Reserved and planned travel arrangements for corporate clients on multiple reservation systems.Documented all work performed per company policy.
Travel Consultant Nov 1993 - Jul 1994
C U C CO
Reserved and planned travel arrangements for member clients.
Clerk / Assistant Manager Jan 1989 - Jan 1993
Hewitt United Super TX
Supervised a team of 7 employees.Responsible for final cash count and closing store at night.Responsible for ordering merchandise and keeping accurate inventory.Cashiered and stocked merchandise as needed.Refilled and rotated items on shelves to maintain well-stocked inventory.Directly oversaw the overnight store operations, including issuing staff assignments and creatingproduction lists.
Customer-focused AdaptabilityQuick learner Attention to detailStrong communication skills IntegrityPrioritizing Managing changing priorities
Multitasking Strong work ethic
High School Diploma: 1983
Midway High School Hewitt, Tx
Associate of Science: geology / business
McLennan Community College Waco, TX