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CrystalBihl@gmail.com LinkedIn Profile 512.970.1880

SUMMARY Customer satisfaction focused, technically savvy, creative thinker with high-level experience in support and managing teams.

Forged by the likes of Apple, Dell, personal curiosity and local businesses.

STRENGTHS & SKILLS s Able to efficiently and successfully complete a variety of tasks simultaneously s Solves and handles issues creatively and prosperously s Exhibits excellent communication and interpersonal skills s Assimilates to new situations with ease s Advances quickly when presented with new information s Demonstrates flexibility and willingness to solve problems in a variety of situations s Maintains routines and schedules in an organized manner

COMPUTER SKILLS s Root cause analysis, troubleshooting and resolving hardware and software issues. s Virus removal, software and hardware upgrades, backup management, s Evaluate the individual’s technology use and needs and recommend improvements, such as hardware and software

upgrades, maintain the peripherals, such as printers, that are connected to the network s Adapt and modify existing software to meet specific needs s Stay abreast of advancing technology s Proficient in Microsoft Office, Excel, Power Point, Word and Outlook s Professional level in Adobe software

WORK EXPERIENCE

Dell t Texas Enterpr i s e Techni ca l Suppor t Sen ior Analys t September 2015-Current

s Part of the Service Desk & Depot team in support of Ambulatory service lines across the United States working in a fast paced

environment s Diagnose and troubleshoot issues, provide technical guidance in activities associated with the identification, prioritization, and resolution of

hardware, printer, network connectivity, Citrix, and clinical application issues reported via telephone s Partnering with third-party vendors and technicians to obtain results to complex technical issues s Work closely with clinical application subject matter experts to resolve end user issues s Hardware warranty and support s Partner with technicians and third party vendors to obtain results to complex technical issues s Active Directory credential management s Remote Desktop (RDP) s GoToAssist, s Cisco (CAD) s Remedy (OPAS) Ticketing system s Juniper s Java configuration s Proxy setting adjustments s Software installation troubleshooting

s VPN troubleshooting s Remote Print, scan and fax IP troubleshooting (Ricoh, HP,

Cannon etc.) s Driver configuration s Drive Mapping s Citrix print and scan configuration s Outlook archiving and troubleshooting s Hardware failure diagnosis

CRYSTAL CHAPA

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Field Technician t Texas

s Performed PC diagnostics, hardware and software repair as well as root cause analysis troubleshooting with clients such as Smartech, Go2IT Group, Computers and Things, and various contracts.

s Field technician for next business day Dell calls and 7-11 stores’ POS (Point of Sale) systems. s Disassembled and reassembled laptops, desktops, cash registers and touch screen monitors to repair or replace faulty

hardware parts. s Maintained a timely route and schedule along with exceptional customer service.

Apple t Austin, Texas Multiple Assignments 2006-2013

Tier 2 iOS Techni ca l Suppor t “Sen ior Advisor” May 2009 – July 2012

s Trained in evaluating peer advisors as a backfill Quality Coach s Patiently walked consumers through resolving advanced technical issue s Trusted to take charge of a small team that resolved an error in data collection in the special project of Quality Coach. My team

delivered high quality results ahead of schedule on a narrow deadline. s Exceeded monthly Apple Care Protection Plan sales quota throughout my time in the role s Receive inbound call escalations from front line technical support to resolve advanced technical issues with iOS products and their

connectivity to both Mac and PC Computers. s Worked closely with Apple onsite engineers to resolve particularly difficult technical issues s Served as customer facing supervisor for non-technical issue resolution s Used Bomgar remote connection for complex troubleshooting

Apple EMEA Consumer Sales October 2013 (Holiday temporary assignment through Volt Services Group)

s Was selected to create a training presentation for our team on positioning Apple Care Protection Plan product sales s Was considered “the go to girl;” as a strong source of Apple product and technical knowledge for fellow team members s Designed unique computing and technology solution packages including: Mac computers, iPhone, iPad, peripherals and Apple Care

products s Maintained an above average sales quota

Apple iTunes Customer Suppor t August 2006 – March 2007 (Back to School temporary assignment through Volt Services Group)

s Utilized top-notch customer service skills that were rewarded with a Customer Satisfaction Award in 2007 and a nomination for AppleCare Employee of the Month in December of 2006

s Received and resolved inbound email Customer Service inquires for iTunes customers s Maintained above par metric statistics by completing 60 - 80 email responses per day s Assisted manager with duties, such as overseeing meetings when he was not available s Formed team competitions to help keep staff morale up s Placed in-charge of team area decorations

The Human Solution t Austin, Texas

Off i c e Manager September 2007 – March 2008

s Developed a relationship with a new freight company that provided The Human Solution with the ability to ship oversized products in a timely manner, which in turn improved profit

s Implemented a working-quote system that increased revenue by utilizing a tracking system that ensured follow up alerts and conversion to invoices and Purchase Orders

s Prepared daily correspondence s Followed-up with aging and collections s Answered sales-related questions s Processed shipping and receiving of our products s Maintained filing system s Trained newly hired employees

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RWL Markets Inc. t Austin, Texas

PC Techni c ian , Adminis t ra t iv e Ass i s tant and Manager April 2003 – August 2006

RWL Markets Inc. is an asset disposition company that refurbishes and sells computers, computer parts, servers and networking equipment. I assisted in company start up and held many positions and duties, such as;

s Refurbished hundreds of laptops and desktop PC computers.

s Computer repair: Screen repair/replacement, diagnosing software and hardware issues and resolving them with hardware replacement or software troubleshooting as needed.

s Installed OS (operating systems) and initial software set up and installation to ensure customers received their machine ready to use, out of the box

s Administrative Assistant s Assistant Warehouse Manager

s Technician s Shipping Manager s Resolved customer facing conflicts s Resolved administrative and warehouse conflicts s Maintained a sales quota s Provided customer support via email and phone s Managed invoices s Inventory management s Managed Returned Merchandise Agreements s Performed administrative and general office dutie

Dell Computer Repair Certification t May 2015

Holder of 13 Dell desktop and laptop certifications

Art Direction/Graphic Designer t Texas Business Owner since 2003

As a Graphic Artist, Art Director, Branding Specialist, Photo Enhancement wizard, and well-rounded Art Nerd, I have the passion and talent to produce high quality designs that not only look professional, but also contain a touch of the quirky eclectic flourish that consumers expect from an Austin artist. All designs are created with the express intention to drive your target audience directly to your door.

s Create and direct teams of graphic artists s Manage design projects for printing companies s Design art for print s Prepare provided art work for print s Adjust and convert logos to vector format s Resize, add bleed edges, clean up images, etc. s Network with printing companies s Design creation that brings the client's vision to life s Negotiate with vendors

s Provide freelance design services of Logos, flyers, simple websites and any other advertising assets requested

s Create and manage questionnaire forms that help customers clarify their art/design needs.

s Streamline processes from design through print to create higher productivity and efficiency.

s Consult on advertising and marketing needs for small to medium business

TDO Graphics t Austin, Texas

Owner January 2006

s Owner of a small graphic design firm with seven contract employees s Designed a business plan to provide top of the line print and web graphics for a variety of clients at an affordable rate s Sold graphic design services to clients including: Business cards, flyers, websites, portfolios, stationary, and logos s Managed projects and delegated the right job to the most qualified designer for said project s Maintained all accounting using Microsoft Accounting

EDUCATION The Art Institute (Online Division)

BACHELOR'S DEGREE Advertising with Account Planning and Management concentration (In progress)

References available upon request CrystalBihl@Gmail.com 512-970-1880