1. Yaquiline Orozco
2933 Seevers Ave. • Dallas, TX 75216• 214-998-3171•
yaquelina_orozco06@yahoo.com
Objective
I am seeking a rewarding and challenging career in the Information Technology career field
where my skills and abilities are utilized effectively to achieve professional growth while being
resourceful, innovative and flexible.
Qualifications
My expertise includes being an energetic professional with the ability to work with peers to
reach a common goal for the department. I have over 15 years of professional customer
service experience including 8 years working in high-volume call centers. My skills include
reading and writing English and Spanish fluently, computer trouble shooting hardware and
software. I have detailed knowledge of Microsoft Office with experience using Excel, Word,
Outlook and Power Point Presentations. Also have used systems such as Service Connect,
Remedy, Service Now and Citrix for ticketing and internal web support. I work effectively and
efficiently with peers and senior-level management and possess a positive attitude and
committed motivation to serve customer and improve department operations.
Experience
06/16 – 10/16: Brinker International – Technical Support Analyst – Dallas, TX.
Providedtechnical supportforcomputerincidents,desktop(hardware/software),andthird-
party software/hardware applicationsforrestaurantsfranchiseesPOS.Troubleshoot,
diagnose andresolve complex PCissuesinvolvingconfiguration,active directory,windows,
office 365, remotesaccess,andVPN & outlookissuesconcerningend-usersmoves,
additionsandchanges.Createdandmaintainedtickettrackingsystem,byfollowingthe
escalationmatrixespercompanypolicy.Utilizedteambuildingandone onone coachingto
create the bestculture aroundvital linkforIT stores,vendors,service providersand
franchisees
3/16 - 4/16: Oncor - Customer/Helpdesk Support - Dallas, TX.
Responsibilities included to responding to information request from the users of the
application, also inform customers of upcoming changes and reply to any questions they had.
Managed insurance submissions of registered companies participating in the program and
verified hard copy submissions as well. Maintained logs for calls and emails created and
resolved. Did other admin and clerical tasks as requested by team programmers.

2. 4/14 – 11/14: Citigroup. – Service Monitoring Analyst (distributed) – Irving, TX
Monitor IBM System supporting I-Series LPARS for Latin America to ensure system availability
is at maximum capacity to meet SLA’s. Provide rapid response to all actionable alerts in
order to execute within the CTI Global Command Center proactive based support model.
Mitigate potential or current business impact by taking immediate action in response to
monitoring alerts while operating within CTI Global Command Center standard procedures.
Provide effective response when answering phone calls into the CTI Global Command Center
Hotline. Serve as the entry point for incidents into the support incident lifecycle; this includes
initial incident recording and classification. Assist in coordinating conference calls to conduct
in-depth technical reviews on on-going incidents and provide notifications to management
and business clients regarding critical incidents. Recognize severe events as they occur
through use of the monitoring tools and engage Command Center Management and
Technical Support teams immediately upon awareness of severe technology degradation.
Ensure quality standards compliance by reviewing production printouts and reports. Monitor
backups and perform routine ‘housekeeping’ activities on System I including check job
queues and move spool files.
9/13 – 3/14: Microsoft Corp. – Technical Support Agent – Las Colinas, TX
As a XGE Agent my role consisted of the following duties, I was responsible for handling
customer escalations that come to XBOX through methods outside the standard support
model, customer recovery and problem resolution is key and collaboration with my team
members and sharing best practices to help one another. I also had to self-prioritize and
manage my case work as well as provide monthly reports on cases worked, successes and
opportunities. These escalations required direct customer interaction via phone with the goal
of identifying and resolving basic to moderately complex issues related to Xbox products and
services within established guidelines/policies. The escalations can be challenging and
difficult customer issues and at times required to deal with sensitive customers/situations.
12/12 – 8/13: Texas Health Resources – Service Desk Tech – Arlington, TX
Provide timely customer assistance for Service Desk service requests. Respond to customer
requests for technical support for customers' computer systems, networks and applications through
inbound phone, E-mail, web Chat or web-based requests. Accurately log every customer interaction
in Service Connect™. Independently identify, analyze, troubleshoot, document, and replicate
customer problems applying technical solutions or workarounds and then escalate complex issues
in accordance with the escalation plan, if unable to resolve. Use THR Knowledge Base to resolve
incidents.
8/11 – 11/12: American International Group (AIG) - TECHNICAL ANALYST
Ft.Worth, TX
Tier I & II technical support for a variety of internal and third party applications in a fast pace
environment. Provide environmental troubleshooting for Exchange messaging and Citrix
issues. Resolve technical problems while utilizing active directory skills and multitasking with
the Service-Now call tracking system as well as claiming ownership of tickets.
8/11 – 3/12: IRVING HOLDINGS. Bilingual Call Taker/Customer Service
Dallas, TX.
Received inbound calls for request on reservations, fare quotes and status of reservations.
Records reservation information into computerized dispatch system. Assist customers with
specific inquiries regarding fare quotes and status of pickups. Directs customers with other
questions to appropriate department or supervisor/manager.

3. 9/06 – 12/10: Monitronics Int. Bilingual customer service rep. – Dallas, TX
Provided problem identification and problem resolution as well and written or oral response
to letters concerning escalated issues regarding contracts, billing, false alarms, service, and
system moves. Negotiated “save” options with customers and contacts customer that have
had an alarm where damage, injury, loss of property or life has occurred.
9/06 – 9/07: FedEx Kinko’s. Level 1 Technical Support Rep. – Plano, TX
Received incoming phone calls for support with Office and Printer centers for FedEx Kinko’s
employees. Log all incoming support request and perform first level troubleshooting.
9/04 – 1/06: Verizon Online. Bilingual Customer Service/Retention Rep. – Irving,
TX
Handled inbound calls and escalation calls to the point of resolution from both business and
consumer accounts dealing with internet services. Assisted customer with billing and system
functions. Worked in multiple departments (consumer and business) and assisted with
reactivation of accounts. Also interpreted for Spanish-speaking customer for English speaking
technical support representatives. Provided sales support on business products and services.
6/02 – 8/04: Merkafon Teleperformance. Bilingual Customer Service Specialist –
Plano, TX
Responsible for accepting incoming calls from customer inquiring about billing issues
pertaining to AT&T telephone services. Would take payments over the phone, researched
payment history and applied credit adjustments. Updated customer accounts to keep
accurate and current in the database system.
Education
ATI TRADE SCHOOL
High School Diploma/GED – Dallas, TX
Languages
Spanish – fluent
English - fluent
References available upon request.