Omar Pineda Email & Phone Number

Washington D.C. Metro Area

• Respond to customer support requests.• Maintain professional customer service to clients.• Providing Tier I level support of mindSHIFT products and services, including but not limited to:o Operating system functionalityo Software installation and troubleshootingo VoIP configuration and supporto E-mail configuration and supporto Mobile Device Managemento Disaster Recoveryo Malware/virus detection and removalo Workstation and peripheral diagnostics and supporto Single user network access and troubleshooting• Escalate customer issues through the proper channels.• Open and manage cases according to defined severities and case priorities• Clearly document support issues and all steps performed in the Customer Relationship Management ticketing system.• Keep open communication on all issues until resolved or turned over to another resource.• Be held accountable for measurable objectives including average talk time, first call resolution, interactions worked among others.• Attend ongoing training sessions in core areas of the business.

Reston, Va

Samhsa/HHS proyect (Common Data Platform) Resolve and escalate issue to Level 2Monitor queue incidentRun/Create reports in Sales ForceTesting scriptsCreate tickets as level 2 analyst using TFS

Manassas, Va

Store Inventory, IT support, opening and closing the store

Vienna, Va

Customer serviceProvided base IT support to non-technical personalInstalled and configured printersGuided technicians in the field to install routers, switches Resolved customers issues via phone and e-mail such as password reset, connectivityPhone support

Vienna,Va

Support Specialist for PDAs and Desktop applications, September, 2009 – March, 2012Tel. (703)956-5550 Responsabilities: Take care of customers concers via telephone such as issues with PDA devices and desktop application, noticed issues in application before the client, deliver high quality customer service, SQL data entri.

Computer Network System

High School Diploma