EDUCATION 

Computer Tutors 
Online-Customer Service Specialist Certificate

Technical Expertise

• Windows XP and Vista installation and deployment
• Imaging technology (Norton Ghost)
• WebEx and other various web conferencing applications
• McAfee, Norton and AVG Virus protection
• Windows wireless technology
• Dell/ HP desktop and laptop support
• Helpdesk ticket management system experience
• Backup solutions – Veritas Backup
• Microsoft Office, (v 97 –07)
• Outlook, Lotus Notes,
• Adobe (Acrobat & Reader)
• Quicken, Quick Books, Peachtree
• Proxy Host/ Master
• Legal Key, Time Pro
• Photo Workshop, Dreamweaver
• Paragon, iCheck, iMapp, IRIS

EXPERIENCE

Confidential (One company)(Nov10 – Mar 12)
Internet Business Development Center Manager (BDC), Tallahassee, FL
Generating business for automotive dealership by providing customer service, timely e-mails, and phone calls that culminate in the test drive and purchase of vehicles. Answering internet leads, questions and offering internet pricing of new and used vehicles as requested. Inspection of pre-owned vehicles to ensure quality standards are upheld. Photographing and maintaining inventory of vehicles for resale. Posting vehicle information and photos to web site, as well as pricing information.

Confidential, (Aug 10 - Oct 10)
Contract Consultant - On Site Tech Support, Port St Joe, FL
Responsible for asset equipment management. Received and verified equipment inventory, assigned and tracked equipment. Developed and implemented log for sign in/out equipment. Responsible for video conferencing utilizing Polycom systems. Resolved computer and internet connections problems. Provided Tier 1 and Tier 2 support. Worked alongside Claims Adjusters on a daily basis.

Confidential, (Jan 10 – May 10)
Contract Consultant through TechniSource
IT Operations Specialist, Tallahassee, FL
Responsible for monitoring company/statewide network to ensuring proper flow of data traffic along with security integrity.Responsible for emergency web conferencing utilizing WebEx and coordinating with multiple departments.Communicated with engineering and incident management to ensure fast return of service levels. Responsible for coordinating and documenting daily processes and procedures as well as incident resolution along with follow up to ensure user-end productivity.

Confidential, (April 09 – Dec 09) 
Independent Contractor 
Pub Manager, Tallahassee, FL 
Managed day to day operations. Placed orders, insured distributors completed orders and products were stocked for weekends and events. Responsible for shifts and the monies collected and tallied out correctly.

Confidential, (Dec 07 – Mar 09)
Software Support/Helpdesk Manager Tallahassee, FL
Supported over 1800 Board Members by telephone and e-mail Administrator for monitoring the Multiple Listings System. Assisted Agents by taking photographs of homes and uploading photographs to the Boards websites. Implemented policy and procedures for the TBR helpdesk. Created and maintain helpdesk ticket management system Responsible for maintaining the MLS rules set by the committee. Staff liaison for the Multiple Listing System Committee meetings Instructor for software classes Setup – Break down classroom for training classes

Confidential (Jan 07 – Nov 07)
Independent Business, Tallahassee, FL
Home cleaning business.

Confidential, (July 06 – Dec 06)
Help Desk Web tech,Tallahassee, FL 
Provided support in a helpdesk environment to real estate agents for their web sites. 
Utilized HTML, Dream weaver and Photoshop to create repair or update customers sites, create web mail accounts, deleting, forwarding e-mail accounts.
Also responsible for training individuals or groups on proper utilization and creation to help drive traffic to their sites.
As Customer Support I was also responsible for billing questions, billing calls, domain renewal, transfer, account up keep and other duties.

Confidential, (March 05 – July 06)
Assistant Manager,Tallahassee, FL
As assistant manager, I was directly responsible for inventory control, increasing sales and profitability and maintaining inventory of merchandise on a daily basis.
Created staff work schedule, received and prepared new inventory for display. 
Performed minor repairs on customer’s jewelry and shipped merchandise to the proper repair sites when needed. 
Performed Diamond inspections and made recommendations based on my findings. 
I was also responsible for new hire training on how to properly handling merchandise, displaying, showing, safety and security of merchandise.

Confidential, LLP, (July 00 – Sep 04)
Local Area Network AdministratorTallahassee, FL 
Network maintenance included back up, and restore. 
Researched, diagnosed, documented, and resolved technical issues surrounding Windows NT, Windows 95, 98, 2000, MS Office, MS Exchange, e-mail, Internet connections, VPN connection, as well as hardware, software problems with customers and servers. 
Responsible for video conferencing as well as Nortel phone system. 
Responsible for documenting procedures for end users and office procedures.