Shayna Torres-Warwar

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Enterprise Services Specialist

CXT Software

Jan 2023 - Current (2 years 10 months)

• Used SSMS to analyze and manage databases as well as create SQL update queries, Custom Reports, and Stored Procedures • Supported customers with software related questions, while analyzing proper configurations per the customer’s specific needs. • Collaborated with Engineers to discuss new procedures for Custom Work and Integration Request as well as consulted with them to analyze associated cost for new request. • Reviewed sample documentation from 3rd party Shipping Partners who requested Custom Invoice Exports or Integrations. • Deployed API and EDI Integrations. • Managed all projects assigned to my queue to meet project delivery dates. • Updated tickets daily via calls or directly on the ticket to supply status updates or to requ

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Sr Support Specialist

Vivaticket

May 2022 - Dec 2022 (8 months)

• Used SSMS to analyze and manage database and run SQL queries • Provided client support for ticketing software and POS support while analyzing current software configuration • Worked with Developers to determine software breaks and bugs and reported in Jira Service Desk • Worked with ISAPIs and APIs • Assisted manager and supported the support team in their absence while holding daily meetings and providing updates to the management team • Manage client escalations and reviewed priority list

Microsoft Premier Support Engineer

Zones LLC

Jun 2021 - Jun 2022 (1 year 1 month)

• Analyzing, researching, and delivering solutions for global clients having issues while working with Microsoft Office 365 for Business. • Troubleshooting and resolving backend technical issues related to Microsoft Outlook, Teams, Exchange Online, Azure Active Directory, SharePoint Online, and all other Microsoft Products while providing excellent customer service and maintaining daily communication with customer via ticket system, emails and phone calls • Assisted with configuring DNS records to connect custom domains to Microsoft • Exceeded monthly goals of daily incoming and closed tickets as well as survey return rates

WHOLE HOME TECHNICIAN SUPPORT -PEER ADVISOR

Asurion

Nov 2016 - Current (9 years)

- Whole home tech support assisting with the setting up of all devices such as computer, peripherals, smart devices. Email configurations • Assisted with device backups and restores • In home networking (LAN/WLAN) • Router support - Virus removals/ Pc tune ups OS updates and clean installations • Customer support and services answering all questions and creating education learning moments for the customers • Assisted in training new hires - Watched and managed teams in the absences of the coach Listened to calls and provided constructive feedback to experts • Monitored expert’s sales metrics, determined areas of opportunity and set goals

Whole Home Technician Support Specialist

Asurion

Nov 2016 - Jun 2021 (4 years 8 months)

• Whole home tech support assisting with the setting up of all devices such as computer, peripherals, smart devices. • Email configurations • Assisted with device backups and restores • In home networking (LAN/WLAN) Router support • Virus removals/ Pc tune ups • OS updates and clean installations • Customer support and services answering all questions and creating educational learning moments for the customers • Assisted training new hires with focus on problem solving and positioning of sales • Floating Assistant Manager tasked with managing teams and experts • Listened to calls and provided constructive feedback to experts regarding customer support levels • Held daily team meeting to review stats and area of focus • Monitored e

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Licensed Health/Life Insurance Broker

Self Employed

Jan 2011 - Nov 2016 (5 years 11 months)

• Networked and lead educational seminars • Managed Salesforce CRM • Created spreadsheets to track all clients, sales, products, and deadlines • Educated customers on all health plans available and assisted with choosing proper plans • Financial planning for retirement and final expenses

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SELF-EMPLOYED

LICENSED HEALTH

2011 - 2016 (5 years 1 month)

• Networked and lead educational seminars • Managed Salesforce CRM • Created spreadsheets to track all clients, sales, products and deadlines • Educated customers on all health plans available and assisted with choosing proper plans • Financial planning for retirement and final expenses

CUSTOMER SERVICE/SALES REPRESNTATIVE/DEVELOPMENT MARKETING

CenturyLink

Mar 2008 - Mar 2009 (1 year 1 month)

• Provided excellent customer service in sales environment • Upsold clients to create savings bundles • Reached out to developing communities to set up new fiber optics • Assisted customers with all billing and account related issues

CUSTOMER SERVICE/SALES REPRESNTATIVE/DEVELOPMENT MARKETING

Embarq Corporation

2008 - 2009 (1 year 1 month)

• Provided excellent customer service in sales environment • Upsold clients to create savings bundles • Reached out to developing communities to set up new fiber optics • Assisted customers with all billing and account related issues

Shayna Torres-Warwar

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