Skills
5-10 Years
Account Management
2-5 Years
Customer Success
5-10 Years
Accounting > Bookkeeping > QuickBooks
1-2 Years
CRM > Salesforce
2-5 Years
JIRA
2-5 Years
Confluence
2-5 Years
Network Troubleshooting
5-10 Years
Experience highlights
Tier 2 Technical Support Representative
RingCentral Inc. (Acquire BPO)
·
February/2022
–
/
Resolves advanced technical issues and manages Tier 2/3 escalations. Configures IVR systems, provisions multi-vendor VoIP phones, analyzes network packets using Wireshark and Jira.
RingCentral Experts / Tier 1.5 Support
RingCentral Inc. (Acquire BPO)
·
June/2021
–
Present
Partnered with Account Managers on high-priority technical concerns for corporate accounts. Managed Tier 1.5/2 cases, conducted proactive health checks, monitored SLAs.
Technical Support Representative
RingCentral Inc. (Acquire BPO)
·
December/2020
–
Present
Managed VoIP SMB account setup and onboarding. Provisioned hardware across Cisco, Polycom, Yealink, Avaya platforms. Constructed customized IVR Call Flows.
Technical Support Associate II
Concentrix
·
June/2018
–
Present
Delivered multi-channel support for QuickBooks Online and Desktop. Multitasked between customer inquiries and back-end diagnostics to troubleshoot database and software errors.
Customer Service Representative
Ubiquity Global Services
·
November/2017
–
Present
Handled inbound support for PayPal Debit Card operations, declined transactions, and account security holds.
