Patrick Elias Email & Phone Number

- Supervising all client facing teams- Team queue management (assigning tickets, SLA monitoring)- Maintain queue of trouble tickets - assist first level analysts with difficult trouble tickets- Handling High Priority Incidents and escalations- Scope and facilitate the execution of nonstandard requests- Advanced scripting- ITSM reporting, reading work flows.

- Provide on-site support for one or more locations as needed- Maintain queue of trouble tickets - resolve trouble tickets forwarded/escalated by first-level support group; responsible for timely and effective closure of hardware and software issues - Research and troubleshoot escalated issues from first and second level support; this involves testing.

- Adhering to a daily schedule that includes a mix of: two simultaneous chats, and emails.- Ensuring merchants have a quick response time by staying on top of your assigned tickets, with same-day ticket review.- Acting as a business coach and thinking about the merchant’s business holistically when offering solutions. - Completing essential follow-up.

• Detected and prevented fraudulent activity with respect to the credit cards, debit cards, and online accounts of customers by analyzing alerts and using various fraud detection tools
• Spoke with customers calling in to report irregularities on their accounts and completed fraud reports, arranging for card replacements and education on fraud prevention
• Acquired proficiency in various banking tools such as AS400, Interac OAS, Visa VRM, Amex GNS and Proactive Risk Manager
• Trained… Show more
• Trained new staff Show less

· Updated the co-op website’s student records· Edited the co-op website, ensuring to keep it up to date with job postings and events· Advised students with any questions they may have regarding the program

· Assisted customers in selecting the right phone and price plan· Opened and closed the store· Successfully hit sales targets· Trained new sales associates

· Responded to phone and email inquiries· Reached out in order to acquire new clients· Recorded all invoices and expenses· Reconciled bank accounts

· Recorded all invoices and expenses· Compiled monthly, quarterly and yearly reports· Reconciled the bank accounts

· Greeted and guided customers as they entered the store· Demoed and instructed customers on model helicopters· Successfully hit target warranty sales on video-game consoles