SUMMARY

• I am actively seeking a career in Information Technology position. I am a results - driven team player who is eager to be challenged with the discipline to work solely.
• I have strong administrative, customer service, investigative, product/ technical, and communication skills and would be well suited to a dynamic and progressive industry where I can continue to strengthening my capabilities.
• I have 20 years of customer service experience and 13 years in technical support experience including roles as IT Support Specialist, Senior Mobile Specialist, Product Support Specialist III, a Helpdesk Support Analyst and as a Network Control Tech II Engineer in industries including Call centers, Dispatch, Protective services, Communications, Secretarial, administration and Management.
• Most recently, I have been working as a IT Support Specialist with Benevis. My skills and experiences include: Active Directory (password resets, onboarding, security), Outlook 365, Microsoft Exchange in which I assisted with the migration of exchange to Outlook 365 platform.
• I conducted computer hardware setups, updated computer software including (windows 10,8.7,XP, Vista and Apple), monitored Data utilization, Assisted with Help Desk Support, Inventory Management, Law Enforcement Investigations, troubleshooting Microsoft Applications(word, excel), Mobility Devices (apple/ android devices, Broadband, Wi-Fi), IPV Networking of Printers and desktop phones, Lead Project Management of Mobile Setup, Troubleshooting software and hardware.
• I also hold a Bachelor Degree from Cleveland State University with minors in communications and criminal Justice. I plan to obtain Master’s in Business with data analysis focus.

TECHNICAL SKILLS

• Fast Learner & Focused Team Player system admin decision making administrative writing skills & organizational skills
• Advanced Microsoft Office suite
• Linux/Unix
• Centrify with Active Directory
• IOS
• Cisco
• CAD Systems (Tiburon
• Vista)
• Cisco- binary
• SAP
• PRI/ Trunking knowledge
• Oracle
• Citrix
• Salesforce
• Accounting Systems (PROMAS
• QuickBooks AP/AR)
• VoIP training
• TCP/IP knowledge
• DSL
• DUN
• Broadband
• ASP Programming
• Experience with Siebal
• Outlook
• TAMS
• CRM Tools
• VMWare
• SQL
• TCP/IP and understanding of social media & networking platforms extensive device knowledge of android blackberry
• Apple I-Phone/ Ipad products
• Strong speaking excellent interpersonal
• Logical reasoning & Computer skills. Over 15 years in customer service
• 13 years technical experience
• 3 years project management & multi-tasking skills
• B2B Skills
• Current typing speed is 40.3 wpm

PROFESSIONAL EXPERIENCE

Confidential, Marietta, GA

IT Support Specialist \ Senior Mobile Specialist

Responsibilities:

• contract - Provided technical support to end users, Resolved computer problems via phone, remotely, over email.
• Ensured the proper setup of hardware and software, applications. Documented Cases using Remedy, Acted as Liaison for Engineers to end users.
• Used internet directory and remote services software such as active directory software, DNS software, network directory software, Troubleshoot Restaurant Systems with XPient and Radiant Computers and Register with Aloha Software, Configure and Setup Wi-Fi, Backoffice Computers and Network printers, Troubleshoot Internet and network equipment using Citrix and Microsoft applications, Reset passwords using Active Directory with Centrify Servers and Oracle Applications in order to monitor Ubuntu Linux system

Confidential

Product Support Specialist

Responsibilities:

• Contract -Provide technical support for Rapid Software and Hardware used by Gastroenterologists, nursing specialists, sales and support teams, Conducted video re-imagining for GI professionals using CISCO, SAP technology other proprietary systems, Provided tech support to end users.
• Resolved via phone, an email using remote software.
• Provided assistance with computer hardware/ software, IPV printing, Microsoft installation for Window XP and 7. Documented issue with Remedy Software, Used internet directory services software such as active directory software with Centrify on Unix based system, DNS software. average of 1200 calls monthly, resulting in 82% closed on the initial call and the remaining within 30 days

Confidential, Alpharetta, GA

Network Control Tech

Responsibilities:

• Contract- Provide Level 2 customer service, sales and help desk support for businesses using Confidential software and hardware, Provide technical support for Point of sales registers, Apple I-pads, printers, cash drawers and Bluetooth scanners and software using proprietary systems, Trained businesses on software setup, inventory management, reporting, data analysis, and discount /loyalty programs while interpreting data to enrich program effectiveness, Setup credit processors with banking institutions to establish positive B2B relationships, Handled escalated calls to ensure voice of the customer is heard, understood and resolved, Improved Quality assurance results by evaluating data, and re-designing processes, Provided tech support to computer system users.
• Answered user questions, Resolved computer problems, Provided assistance with computer hardware, computer software, printers, Set up equipment for others to use, Ensured the proper setup of hardware, Correctly installed software, applications.
• Maintained records of computer problems and actions taken, Trained users in proper software and hardware use, Used backup and archival software.
• Handled an average 700 monthly calls with an 86% closure on initial encounter and remaining 14% within 10 days

Confidential, Alpharetta, GA

Technical Support Coordinator

Responsibilities:

• Permanent- Provided level 2 technical support for consumers using Blackberry, Android, LG, Samsung and Apple devices Assisted consumers with purchasing equipment, troubleshooting and configuring mobile devices/messaging- VoIP/ voicemail/email/ TCP/IP internet broadband setup/Google applications/Wifi/ Integrated cloud and T1 monitoring services/ documented tickets using Remedy and liaison between Network Operations Control and end users thereby creating customer loyalty, preventing retention, increasing first call resolution, and saving company expense, Provided tool utilization of Verizon's EVDO/Rev-A/CDMA/4GLTETechnology, ACSS, ASP, Asp.net, html webhosting programs, MySQL and Windows Microsoft Server and Linux based platforms to ensure Verizon services for voice, messaging, backup, home and location based services were working and prevent fraudulent activity, Product subject matter specialist, trained new representatives Provided tech support to end users, Provided customer service for billing complaints by exchanging merchandise, refunding money, adjusting bills, offering credit.
• Maintained effective working relationships with customers, sales personnel, internal departments, stores. Strategically targeted customers for increased sales .Consistently exceeded quarterly sales quotas by 60%, reduced churn by 85%, increasing shareholders profits by 2% annually and earning title of best performer and MVP. Handled and average of 900 calls monthly with an 91% closure on first call and remaining 9% within 7 days.