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AG Resume 2015
- 1. Achemedes S. Goll 11995 Coverstone Hill Circle, APT 1222. Manassas VA, 20109. Email: sggoll1@gmail.com Telephone: 804 503 8663 Personal and Technical Skills  Excellent interpersonal skills; used to interact with clients- both internal and external to capture their needs and then convert these into practical engineered solutions.  Self motivated, and result driven with supervisory skills; able to work thoroughly,with attention to detail and also analyze problems and develop solutions.  Computer literate, skilled at using a wide range of standard office software, and also capable of understanding the operating principles of proprietary software.  Fluent in Microsoft Office Suite , Citrix, Oracle, Electronic Service Activation System ( ESAS), CRM PeopleSoft, SingleView CRM and Hyperion Brio.  Hardware: Assembly of PCs and Laptops. Employment History: Asurion Service Network Specialist March 2014 – Present Responsibilities  Ensure that established internal control procedures are in compliance by examining reports, records,documentation and operating practices  Maintain good communication and interpersonal skills and provided customers with product and service information.  Research and recommend technologies to assist field team in audit practices.  Prepare compliance audit packets for Field Teams; measured results and prepared findings to ensure that both the client and the company’s expectations were met.  Work with the RSM, RIM, DSM teams (field teams), in the recruitment and on boarding of new Service Providers, this includes managing work that is in progress and also addressing and correcting coverage and availability issues  Reassign dispatches when required to achieve and maintain 100% compliance; this includes researching statuses and providing reports and feedback to both clients and team members in a timely manner.  Update Service Center Rate Sheets and tools.  Provide follow-up and track all open issues and projects; this included communicating any issues and work status to Management team on a consistent basis  Research Service Center issues; ensure data issues are resolved or escalated to the appropriate department  Assist in the daily management of the compliance process  Work various Service Provide and Technician lists presented to the field teams to ensure those that need to be inac- tivated for non-compliance are done so in a timely manner  Provide excellent customer service to prospective and current clients.  Assist teammembers in supporting clients
- 2. Asurion Resource Management Center Analyst June 2013 – March 2014 Responsibilities  Maintained good communication and interpersonal skills and provided customers with product and service information.  Responded to customer inquiries; handled and resolved customer complaints.  Dispatched calls to appropriate resource center.  Provided excellent customer service to prospective and current clients.  Assisted otherCustomer Service Representatives in supporting customers. Access Worldwide (AT&T) Randstad Customer Service Representative April 2012 – December 2012 Responsibilities  Maintained good communication and interpersonal skills and provided customers with product and service information; provided userfriendly customer service to prospective and current clients.  Respond to customer inquiries; this included resolving and or escalating priority issues.  Was responsible for processing orders and forms. and also routing calls to the appropriate resource center.  Ensure targets were met on a daily basis. Global Network Solutions Technical Supervisor & Helpdesk Support Assistant September 2010 – September 2011 Responsibilities:  Established and managed client relationships, this included understanding theirbusiness and quality needs to define conceptualsolutions.  Supervised migration and configuration of systems/software,also managed the installation, configuration and im- plementation of systems on site.  Supervised projects and also implemented methods with regards to packaged and customized software solutions.  Provided guidance,mentoring and management to my team this included utilizing systems and knowledge to identify customer needs and trouble shoot technical issues.  Organized, managed and direct the activities of assigned operations,including third-party liaisons and management.  Planned, scheduled and carried out processes and projects on time and within budget,to maximize efficiency.  Provided computer help desksupport and technical training on hardware/software to end users via telephone or remote access.  Documented help desk tickets/resolutions,escalated tickets to the correct person and also provided overall assis- tance in daily administration.
- 3.  Was responsible for being the first response in answering, commenting and responding to open incidents in the help desk  Assisted support staffwith field work as needed and also troubleshot minor equipment malfunctions and corrected them as directed by computer operation manuals. EVIIVO Front desk Position: Customer Care Representative Sept 2007 –August 2010 Responsibilities:  Sold hotel software for small Bed and Breakfast establishments.  Provided daily updates to line manager  Provided help and advice to customers using the organization's products or services; and communicating courteously with them through telephone. Inmarsat Satellite Services Position: SystemAnalyst July 2001 –July 2007 Responsibilities:  Was in charge of the technical support team resolving billing, CRM, SingleView and provisioning faults that were reported to the technical help desk.  Provided computer help desksupport via telephone or remote access.  Provided customers with second-level technical support to resolve outages and problems affecting their equipment by analyzing and troubleshooting.  Interacted with customers, engineers and satellite operators to resolve and escalate ground network, user equipment and satellite problems.  Provided subject matter expertise in CRM regarding business area’s issues, data challenges, process, policy and general needs required to operate current and future business.  Identified business area’s strengths and weaknesses and suggested areas of improvement.  Participated as an active member of project teams to provide business analysis and subject matter expertise for proposed solutions.  Proactively identified issues related to the quality, timeliness or budget of a project and communicated solutions to Business Unit Owners or Project Managers.  Followed Project Management Methodology (PMM) and completed the required templates for project documentation.  Defined test conditions and test cases; was also tasked with defining the acceptance criteria for business solutions.  Identified and documented systemdeficiencies.
- 4. Educational Experience: Penn Foster College- Bsc in Business Management Courses: The Hemsley Fraser Training program 2nd June 2003 Hemsley Fraser Learning and Development (UK). Webi Training 11th November 2002 Danet GmbH (UK). Millennium Training Initiative 27th January 1999 Mari Group Ltd (UK). Information Technology 30th October 1998 Mari Group Ltd (UK). Graphic Design 17th May 1993 ALFAG Computer Center (UK). Certificates: Customer Services and Operations June 2002 Inmarsat RSA Computer Literacy and Information Technology December 1998 OCR Evening Discipleship Program June 1994 Youth With a Mission Computer Services June 1992 ALFAG Computer Center