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Competences
Experience
Call Center I
HI Department of Labor
2019-06 - 2021-03
Handled high‑volume inbound calls for COVID‑19 unemployment programs, guiding claimants through application, eligibility and payment procedures. Researched account information and claim records in legacy AS/400 mainframe systems to verify payment status and resolve issues. Investigated missing or delayed payments by cross‑referencing system data and coordinating follow‑up actions. Documented interactions and resolutions to ensure accurate case tracking and compliance with departmental procedures.
IT Help Desk Rep
Dallas Independent School District
2018-11 - 2019-06
Provided Tier 1 technical support to students, parents, teachers and staff in a high‑volume remote help desk environment. Troubleshot hardware, software, connectivity and account issues for devices such as Chromebooks, printers, monitors and mobile hotspots. Guided non‑technical users through step‑by‑step troubleshooting, adapting explanations to varying skill levels. Utilized ticketing tools and documentation to track incidents and ensure timely resolution.
Langues
English
fluent
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