Arthur Acosta

Account: Zoom

• Investigated and responded to customer billing inquiries via email, live-chat and inbound/outbound phone calls including over Zoom
• Analyzed, researched, and troubleshoot with technical issues customer faces on via billing portal and billing system
• Collaborated with other departments cross-functionally regarding customers accounts and inquires
• Reviewed invoices and created manual adjustments, as necessary
• Processed credit and debit adjustments
• Updated billing records with contact information changes
• Assists with payment posting and reconciling procedures
• Assists Collection team to manage customer disputes and payments
• Managed 30-40 customers per day (Call and Email queue)

Account: DoorDash

• Handled 3 main channels: Chat, Email and Inbound/ Outbound for Company's partner merchants, customers and dashers worldwide while maintaining outstanding experience in every interaction
• Addressed time-sensitive issues, such as payments, account questions, driver issues, or troubleshooting with professionalism in timely manner
• Demonstrated effective communication skills and relationship-building
• Excelled at Quality to attain best Customer Experience

Account: Royal Dutch Shell Company

• Acknowledge Incident tickets that could not resolve by IT Level 1 Service Desk, these tickets have been isolated, probed and analyzed prior assigning to Level 2/ RDM queue.
• Outbound/ live-chat communication to affected user to work on their incident ticket.
• Resolve by exhausting 2nd level of support to Desktop and Business Application issues via Windows Remote Assistance and Remote Desktop Connection Session.
• Troubleshoot Office 365/Azure, Microsoft One Drive, Active Directory Management, Business scripted applications, Internet/Intranet Browsing issues, SharePoint, PKI Secure email, Smart Card Management, Citrix and Digipass/PingID Access, Software Center (SCCM), File restoration and permission from Server, Shell VPN (AT&T Remote Access, Palo Alto) application, Local and Network Printer, Network Shared Drive, Bit locker, Mobile connect, Folder redirection, Vasco Token (Soft and Hard), FAAS/SIMAAS, Password Vaulting (CyberArk), Machine Registry, Roaming and Local Profile Rebuild and any issues resolvable from RDM's end.
• Join Conference calls with 3rd level support team that requires thorough investigation and troubleshooting to resolve critical incidents.
• Document Incident ticket from acknowledgement to closure via Service Now.
• Isolate and escalate ticket for 3rd level support groups or onsite support for machine re-image and hardware issues.

Account: Royal Dutch Shell Company

• Manage incoming/outgoing calls, chats and emails specifically from Shell Technical Workers
• Resolve and troubleshoot by exhausting scope of support relevant to Linux account, Linux and Windows Virtual workspace (Leostream, HP RGS and ThinAnywhere Environment)
• Troubleshoot Shell General desktop/client related issues via Windows Remote Assistance, Remote Desktop Connection Session and Server's end troubleshooting
• Manage Active Directory for Windows 2008/2012
• Create, delete, reactivate and password reset
• Perform AD analysis for those users that could not access their Windows and Linux Virtual workspace
• Create, troubleshoot and isolate tickets prior assigning to different Support teams and Third Parties (AT&T, T-system and Wintel)
• Perform special tasks assigned by Shift Lead and Team Manager.
• Acknowledge, update and close Call and Request tickets via Service Now

Account: Comcast (Internet & Phone Support)

• Troubleshoots customer connectivity including but not limited to: DHCP, RF, modem, router, or combination device (stability of equipment as well as configuration)
• Troubleshoots customer Email issues such as delivery problems, client configuration, and DNS problems
• Providing, verifying, and/or modifying network settings (TCP/IP)
• Resets and/or re-provisions customer modem
• Checks for outages by reviewing outage page for known problems and/or checks router. Notifies appropriate parties and advises customer accordingly
• Assigns ticket to local market to dispatch service call or assigns to TSR2 for advanced troubleshooting
• Upselling to upgrade customer's subscription based on their needs