Alan Wink

10+ years of experience in customer support on a variety of different service desks responding to requests from users of varying backgrounds and skill levels. Proven hardware, software, and network troubleshooting skills. Ability to walk customer through how to complete a task over the phone. Advanced customer service, analytical, and problem-solving skills. Detail-oriented and experienced in working projects and handling escalated issues. Also have a background in building PCs and PC repair.

Customer Service Advisor Senior Business - Greendot Corporation

(2024-03 - 2026-08)

• Responds to phone requests from a wide variety of customers with business-related issues.
• Completes security verification protocol on each call.
• Handles T2 Supervisor level escalated support calls
• Creates tickets to escalate customer issues to escalation team for review
• Provided amazing customer service over the phone.
• Spent 6 months of my employment working with another department handling regulatory complaints

Customer Service Advisor Senior Business - Fis/Worldpay

(2019-01 - 2024-03)

• Responds to phone requests from a wide variety of customers with business-related issues.
• Completes security verification protocol on each call.
• Creates or updates a ticket in the ticket system for each call received.
• Updates banking information for merchant accounts.
• Reviews bank documentation for potential fraud
• Works with financial crimes team if fraud is suspected to keep merchant accounts safe.
• Reaches out to merchants via email/and phone to resolve ongoing tickets.
• Works tickets in ticketing que when not actively on phone calls
• Answers merchant questions about credit card disputes
• Responds to merchant disputes for merchants. Uploads documents and sends them to issue bank for review
• Provides amazing customer service over the phone.

Service Desk Analyst - Pomeroy - Hebron, KY

(2018-02 - 2019-01)

• Provided remote desktop support over the phone and remote into computer.
• Used a ticketing system to log phone requests for hardware, software, and web application issues.
• Dispatched technicians when needed.
• Used Active Directory to look up account permissions and perform password resets/account unlocks.
• Installed printers, mapped shared drives, and pushed software through Software Center/SCCM.
• Resolved issues at Service Desk or escalated to Onsite support teams.

Service Desk Analyst - Atos - Mason, OH

(2016-09 - 2018-02)

• Provided remote desktop support for five accounts concurrently.
• Used a variety of ticketing systems to log phone and email support requests for hardware, software, and web application issues.
• Used Active Directory to look up account permissions and perform password resets/account unlocks.
• Installed printers, mapped shared drives, and pushed software through Software Center/SCCM.
• Resolved issues at Service Desk or escalated to Level 3 teams.

Computer Technician - All Pro Technology - Cincinnati, OH

(2015-02 - 2016-09)

• Troubleshoot and Diagnose issues with Laptop/Desktop
• Replace laptop monitor, ram, hard drive, motherboards, CPU
• Removed viruses and malware from computer.
• Upgraded computers from win 7 or win 8 to win 10 while upgrade was free.
• Backed up data for customers on computers.
• Ordered specialty parts for computers when needed.
• Documented and explained all repairs to customers.
• Refurbished used laptops and desktops for resale.
• Achieved 96% on KSC Quality Survey for OLP implementation.

Master of Science - Information Technology focus in IT Management - Southern New Hampshire University (2022-08)

Bachelor of Arts - Media Informatics Minor Studio Art - Northern Kentucky University (2000-06)

Associate of Applied Business - Interactive Multimedia - University of Cincinnati (2011-05)