SKILLS:

• Analyze User Needs, Program Functions, and Steps Required to Modify Computer Programs
• Assess Existing Systems and Recommend Technical Improvements
• Assist With System and Program Updates
• Calculate Memory and Speed Requirements
• Choose and Configure New Hardware and Software
• Collaborate With Stakeholders to Define and Document Program Requirements
• Conduct Root Cause Analysis and Final Status Reports
• Expand and Modify Systems to Meet Technical and Business Specifications
• Familiar with MS WDS, Active Directory, Exchange, DNSs
• Help Add Functionality to Existing Window's and Mac OS Computer Systems
• Increase System Performance and Efficiency Through In - Depth Tests and Analysis
• Knowledgeable of Information Storage and Retrieval Methods
• Maintain and Monitor Programs and Systems
• Modify System Parameters in Terms of Capacity and Capability
• Monitor Network Activity
• Oversee Installation and Configuration of Customized Systems
• Participate in Technical Research to Enable Continued Innovation Within Infrastructure
• Problem Solver
• Propose Program Modifications
• Research Emerging Technologies to Help Increase Efficiency and Effectiveness
• Serve as Subject Matter Expert
• Strong Analytical Thinking
• Test and Troubleshoot Problems
• Train System Users
• Work Independently and Within a Team Environment
• Write Instruction Manuals

PROFESSIONAL EXPERIENCE:

Technical Support Representative 

Virginia Beach, VA

Responsibilities:

• Provided expedited resolutions, advice and support substantially related to the purpose and function of MLS such as, but not limited to sold, pending sales, expired listings and off market comparable information, tax records, zoning records, mortgage, mapping capabilities, and statistical, and public accommodation information (e.g., schools, shopping, churches, transportation, entertainment, recreational facilities, etc.)
• Assisted in the installation, configuration, maintenance, computer equipment and peripherals. Promoted to support and manage multisite VoIP phone systems (predominantly NEC telephone PBX equipment) for the Virginia Beach, Chesapeake and Peninsula REIN locations. Ordered accessories equipment as needed.
• Assisted in various operational processes such as: new employee/ on-boarding, equipment ordering, inventory tracking, etc.
• Maintained printing equipment, cleared intermittent mis-feeds, interpreted fault display errors to ensure the best possible printing performance, quality and reliability. Replaced ink, toner drums and maintained other computer equipment as requested.
• Maintained a record of all customer inbound call statistics, developed, created comprehensive educational and informative technical manuals, memos and articles on all support and operational processes for the configuration and operation of all system access software supported by REIN.
• Handled all Level I and Level II support calls, escalated tickets to the appropriate team member ‘s and followed up on customer inquiries, maintained record of all customer inquiries, investigated and reported bugs, system malfunctions, or software problems, for the configuration and operation of all system access software supported by REIN.

Virginia Beach, VA

Responsibilities:

• Updated tickets with appropriate entries of activities, and closed tickets with resolution entered upon completion.
• Promoted in 2013 to manage workloads associated with product management upon request of the Technical Director, Vice President of Operations and the Executive Vice President. As the technical liaison supported the various stages including, implementation, and release management in cooperation with the zipLogix Help Desk, Sales, Marketing, Training, Development Team, and Vice President of Development, for the industry standard zipLogix family of products.
• Read, analyzed, and interpreted common scientific and technical material, financial reports, legal documents, and complex documents.
• Responded to REIN members with complex software issues, firewall and access issues for the electronic real estate forms and transaction management system currently used by more than 500,000 real estate professionals.
• Assisted the training coordinator with the scheduling, preparation, and development of required training classes. Conducted product demonstrations to REIN management and internal staff as well as members and partners as requested.
• Attended user focus groups to gather documentation feedback and insights for new enhancements, and communicated the product scope and requirements including functional and non-functional, user acceptance, usability, performance and user stories.
• Assisted REIN members who notified the MLS with intentions to electronically transmit data from MLS servers to alternative display options including: framing of MLS or other publicly-accessible sites, displaying member listings (with permission of the framed site) on a persistent or transient basis, at the discretion of the MLS.
• Interacted with REIN Data Feed customers and partners to manage needs, identify product and feature opportunities. Scheduled and conducted acceptable use demos to review, analyze, and discuss policy ‘s regarding how and where MLS participants may display IDX data, related to user interface (Mobile and non-Mobile) and usability.
• Updated existing data feed agreements, and internal reports as requested from the Technical Director and Help Desk Supervisor.’
• Prioritized requests for updates on progress for RETS feed websites that often will provide potential home buyers with general information on neighborhoods, such as demographics, crime rates, and school quality.

Online Support Representative

Virginia Beach, Virginia

Responsibilities:

• Provided customer support through various methods to resolve customer issues in a timely and effective manner.
• Provided customer support using live online communication methods to include e-mail, Live Chat and both inbound/outbound calls.
• Analyzed customer problems and formulate plan of Resolution.
• Analyzed calls and route to proper support group. Followed in-house procedures and escalation processes for customer issues.
• Documented issues thoroughly and accurately with call information and resolutions. Communicated high impact issues to supervisors. Completed projects as assigned by Online Support Supervisor in a timely manner.

Call Center Representative

Virginia Beach, Virginia

Responsibilities:

• Provided thorough, efficient, and accurate account updates on computer files for each call made or received. Demonstrated effective skip-tracing techniques by locating debtor contact information.
• Counseled delinquent account debtors to assist in finding funds to meet debt obligations.
• Utilized, understood and complied with FDCPA Rules and regulations and/or all applicable Federal, State, and Local laws and regulations that regulate the collection industry. Complied with NCO policies and procedures.
• Provided feedback to management concerning possible problems or areas of improvement.
• NCO is an industry leader in providing clients with successful business process outsourcing (BPO) solutions accounts receivable management, customer management services, and back office services for a diversified customer base .

Computer Literacy Trainer

Responsibilities:

• Designed computer education training materials to educate students at beginner, intermediate and advanced skill levels ages 18 to 60 years of age. Students were provided an overview of the history of Internet and web technologies and their social impact, with an emphasis on technology self-sufficiency, computer literacy, MS Windows, MS Office, MS Word, MS Excel, MS PowerPoint, Keyboarding.
• Utilized Student Management Software/Edmodo(Edmodo.com), Videos (Teacher Tube & You Tube) for group assignments. - Student progress was tracked and evaluated with a class questionnaire midway through the course for input about the topics covered, quality of training materials, new skills learned, ease of the course. The overall rating was excellent.
• Classes were held each week at the YWCA of South Hampton Roads women ‘s shelter an agency with the Norfolk State University ‘s Women‘s Center Grant funded project.

Help Desk Support Agent- 

Norfolk, VA

Responsibilities:

• Provided support for Common Access Cards (CACs), a smartcard-based logon system called the Cryptographic Log On (CLO) and several operating systems and applications such as Active Directory Windows 2000/2003 Server
• Exchange 5.5, Exchange 2000, Office 2003/2007, Windows XP, Windows 2000 Professional, Adobe, GOTS software.
• Provided thorough, efficient, and accurate account updates with Active Directory, account management (setup administrator, service accounts, user accounts) for the Microsoft Windows Active Directory environment, Network printer setup, Smart Card, and configuration baselines.
• Provided Legacy environment IT services as a team during the transition from the NMCI contract to the proposed Next Generation Enterprise Network (NGEN)solution.
• Responsible for patch management, updating anti-virus definitions, system auditing, access control.
• Troubleshot software/hardware, and connectivity issues. Utilized Remedy to log work performed and accessed user desktops and laptops via Tivoli remote desktop support. Active Directory, account management (setup administrator, service accounts, user accounts) maintained account information.

Digital Camera Support Agent

Chesapeake, VA

Responsibilities:

• Received over 200 daily technical support phone calls for the Power shot/Digital Rebel and other Canon brand cameras while providing excellent customer service, gathering customer data, performing troubleshooting.
• Assisted customers with camera‘s that proved to be defective upon inspection.
• Assisted with exchanges for refurbished camera‘s and products returned to a Canon repair facility.
• Provided technical support for Canon Zoom Browser and Image Browser application software.
• Logged all calls in People Soft call logging software.

Technical Support Specialist 

Chesapeake, VA

Responsibilities:

• Handled escalated customer support requests that eluded first tier support operators for ICT Group. Quickly mastered the challenges of a customer service and technical support role despite my previous experience. Within 6 months I received a promotion to a Tier 2 support role.
• Provide software technical support for Dell computers via telephone enquiries. Troubleshot Windows software applications and Operating Systems (98, ME,2000, XP Pro, Home).
• Assisted customers with general software usage and How To questions, Operating system re-installs, Spy-ware and virus removal, Internet and email troubleshooting, home networking, driver installation, peripheral support and installations.
• Obtained extensive and detailed training provided by Dell, Inc. to become certified.
• Provided excellent customer experience which resulted in 100% positive CSAT on every call.

Technical Support Representative

Columbia, SC

Responsibilities:

• Provided DSL tech support at entry and advanced levels for this call center help desk subcontractor to -AT&T- Bell south Fast Access Internet Services.
• Assisted customers over the phone with self-installations of their DSL Ethernet or USB modem kits.
• Utilized many different tools and knowledge bases to resolve connectivity or slow bandwidth speeds, and Internet browser issues for operating systems Windows 95, ME,98, 2000, and Mac OS.
• Authenticated, updated, and configured customer web e-mail account user-names, and passwords for new and existing accounts.
• Assisted supervisor with Quality Assurance monitoring for other agents on the team to meet the goals of the company.
• Notated each customer‘s account with steps taken to resolve problems and dispatched field technicians when needed.
• Consistently maintained a 95% quality monitoring and issue resolution score.

Data Entry Clerk

Virginia Beach, VA

Responsibilities:

• Accurately processed electronically transmitted charge card applications for Confidential Rent a Car Corporate and Leisure customers.
• Prepared membership list reports using Microsoft excel spreadsheet software.
• Compiled, sorted, and verified accuracy of data to be entered.
• Folded customer billing statements into envelopes to mail out to Avis Charge CARD Customers.
• Assisted in day to day operations performing clerical duties such as filing, copying, and faxing.