1. Evangelina Z.
Information System Tech Support
1838 W 48th St
Chicago, IL 60609
(312) 783-4209
evangelinaz0919@gmail.com
EXPERIENCE
BigTime Software, Inc, ​Chicago,IL — ​IT Support Tier I
November 2015 - PRESENT
Managed 40+ cases daily via email while managing 29-50 calls per day,
and 38+ chat sessions
One call solutions
Processed Client Escalations
In process of receiving QuickBooks Pro Advisor Status
Software testing including desktop application and mobile application
on various platforms (third-party servers, IOS, Android, Windows)
Salesforce Desk Ticketing system process and knowledge
Remote sessions assisting with software installation
Live Online Webinars
Provided One-on-One training to customers via GoToMeeting software
DirecTV, ​Centennial, Co — ​Accounting Retail Rep
Jun 2014 - Sept 2015
Worked independently while collaborating as a member of the team
Processed Manual Payments and Inter-Departmental
Correspondence(IDC) payments for missing/incorrect
compensation
Provided flexibility based on the need from the Dealer-provided by
appropriate training and expectation
Nordstrom, ​Centennial, Co​ ​— ​Customer Service Specialist
Nov 2013 - June 2014
Process credit line increase requests, change of address, card orders and
statement reprints
Authorize point of sale register referrals and catalog sale transactions
Answer Visa and Retail customer telephone calls concerning basic
customer billing statements
SKILLS
Customer Service
API Service
QuickBooks
System Administration
Translating Documents
Microsoft Office
Salesforce Desk Software
LANGUAGES
English(Fluent)
Spanish(Fluent)

2. EDUCATION
Jones College Prep, ​Chicago, IL — ​H.S. Diploma
Sept 2003 - July 2007
Maintained a 4.0 GPA; Majored in Computer Education
University of Phoenix, ​Online— ​CCNP
Nov 2016-Dec 2017
Certificate for Cisco Networking