CAREER OBJECTIVE:

A challenging career continuation where my Information Technology, Trainer / Instructor, and Customer Service experience will be utilized.

SUMMARY:

Over a decade of technical support and training experience in a variety of environments; encompassing Assistant Supervisor for Internal Systems Engineering, PC hardware and software Support Technician, Senior Systems Technician, Call Center Help Desk Analyst and a host of other duties surrounding IT and Training. I also have excellent communication skills and the ability to interact in a diversified workforce.

CAREER HISTORY:

Confidential, Hudson, Ohio

Responsibilities:

• Receive incoming calls to create tickets in Service Now ticketing system for resolution or distribution to proper department on the Go - Live support team.
• Also responsible for correctly routing to proper entity for quick resolve.
• Provide POS technical support for Joann Fabric stores.
• Support upgrade rollout in stores from Windows XP to Windows 7, Remote pos assistance, primary and backup server administration, work Service Now ticket request, create and escalate more in depth tickets to Level2, NCR and in-house networking or programming teams, troubleshoot POS systemsCisco switches, routers and other hardware, map network printers, support Confidential MC40 pos handhelds concerning wireless network connectivity, walk cashiers through problem register issues concerning returns-special orders, post void and other issues.

Confidential, Akron, Ohio

Routing Specialist

Responsibilities:

• As rep’s made visits to stores to repair/deploy merchandising displays they could challenge the system generated route that takes them to the store.
• I would either approve or decline the route based on how much it differed from the system generated route.
• Also take calls from rep’s if they needed an explanation as to why a route was declined.

Confidential, Canton, Ohio

Technical Service Analyst

Responsibilities:

• Take technical assistance calls, Phone, and Internet issues.
• Assist customer with issues ranging from inoperable services to billing.
• Resolve issues to customer satisfaction and technical issues from hardware and software.

Confidential, Akron, Ohio

Information Technology Technician

Responsibilities:

• Working at Confidential ’s Hospital support campus users with a variety of hardware and software related issues.
• Configuration of new pc’s, reloading of current owner pc’s, address networking issues such as renaming pc’s on the network, deleting old names, addressing user account matters.

Confidential, Kansas City, MO

Technical Support Specialist

Responsibilities:

• Support inbound calls in a call center environment assisting Confidential & Confidential tax offices with setting up servers, modem, router and other hardware issues.
• Answer tax questions and remotely handle software issues.

Confidential, Akron, OH

Installation/Repair Technician- Desktop Support

Responsibilities:

• Performed cable installations and repairs for cable customers.
• Utilized various hand tools and meters to check for correct signal and impedance.
• Performed tier 3 desktop support for customers calling in with issues concerning internet and phone outages and sell products or upsale to increase sale and revenue.
• Called customers back if not able to resolve issue on the phone to follow up until a timely resolution was found.

Confidential, Atlanta, GA

Lead Transportation Screener/Training Instructor

Responsibilities:

• As a Training instructor I helped to develop training curriculum, aids, and materials to instruct and train screeners on federal and local airport security policy and procedures, as well as, maintain on-going personnel development in knowledge of current practices, help screeners to increase job performance skills and maintain quality assurance for all airport Checked Baggage Operations.
• Responsible for annual Refresher Training of over 600 checked baggage screeners in order to maintain certifications.
• Monitor all screeners in order to followup on development.
• Conduct test to on initial classroom and remedial training.
• As a Lead Transportation Screener Responsible for overseeing the screening checked baggage process on a day-to-day basis, to include equipment and personnel.
• Scheduled an adequate number of screener personnel to provide for efficient and effective screening of all persons and baggage.
• Identified, distributed and balanced workflow and skill level.
• Made adjustments to accomplish the workload in accordance with established priorities.
• Resolved complaints of employees and referred others, such as formal grievances and appeals to the supervisor or an appropriate management official.
• Served as coach, facilitator and/or negotiator in coordinating team initiatives and in consensus building activities among team members.

Confidential, Atlanta, GA

Senior Systems Technician

Responsibilities:

• Installed, configured, added and removed all hardware and software applications.
• Worked with internal personnel to ensure adherence to office automation/company computing guidelines, standards and procedures.
• Coordinated with other Information Services staff to provide appropriate education, hardware, software and data required to effectively assist users.

Confidential, Atlanta, GA

Help Desk Analyst .

Responsibilities:

• Supported in-house users nationwide in a call center environment and online.
• Assisted customer through hardware, software and connection issues to resolution.
• Interfaced with UNIX and Windows NT boxes to access help tools via Clarify 5.0.
• Worked in conjunction with varies departments obtain satisfactory resolution.