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Joy Smith

309 Three Oaks Dr. Midwest City, Oklahoma 73001 JoySmith@gmail.com or (405)245-9876  

Detail-Oriented IT professional with solid background and education in networking in the technology field

CERTIFICATIONS

• MCITP: Enterprise Administrator
• MCTS: Windows Server 2008 Applications Infrastructure, Configuration
• MCTS: Windows 7, Configuration
• MCTS: Windows Server 2008 Network Infrastructure, Configuration
• ComTIA Networking+
• ComTIA A+

• MCP (Microsoft Certified Professional)
• Microcomputer Repair Technician (State of Oklahoma Competency)
• Networking Technician (State of Oklahoma Competency)
• Metro Tech Computer Repair Technology
• Metro Tech Computer Fundamental

SUMMARY OF QUALIFICATIONS

-   Extensive knowledge and experience in the technical support field

-   Strong telephone etiquette skills.

-   Strong organization skills.

-   Advanced verbal and written communication skills.

-   Significant knowledge of computer hardware and software

-   Experienced organization and problem solving skills.

-   Significant knowledge of networking and network troubleshooting   

PROFESSIONAL EXPERIENCE 

Dell

Enterprise Technical Support Pro/Gold                       4-4-2011-Present

Responsibilities:

-Troubleshoots technical issues with Dell servers (hardware and software) in order to resolve customer issues.

 -Follows up with customers via phone and email to ensure a total solution for their technical questions.

 -Troubleshoot customer technical issues that are complex in nature where judgment is required in resolving problems and making routine recommendations.

 - Assignments that is difficult, requiring great judgment in resolving issues or in making recommendations.

 - Devise creative and innovative approaches where established criteria do not exist.

 - Significant decisions having considerable impact on normal operations, profitability, or reputation of Dell.

Dell                                                                                                 12/2009-12/2010

Client/SMB Technical Support Gold/Pro Support

Responsibilities:

-   Responded to customer technical problems/issues related to hardware, software and networking via e-mail and phone.

-   Assisted customers by diagnosing problems and providing resolutions for technical and service issues.

-   Used troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts.

-   Advised/educated customers within procedural guidelines to ensure a complete solution to their technical or service questions.

-   Identified and provided input on unique or reoccurring customer problems. 

-   Knowledgeable of current industry products and technologies.

-   Focused on delivering a positive customer experience  

-   Monitored and tracked issues to ensure accurate resolution.

-   Reviewed and distributed pertinent cross-functional information.

-   Resolved complex issues forwarded by technicians.

-   Solved problems for customers with challenging expectations (often escalated or irate).

-   Maintained/built relationships with other groups that impacted the technical aspect for phone support.

-   Participated with managers to determine focus areas for technical improvements. (E.g. establish targeted mentoring programs, consult on incentives related to technical performance.

Sprint                                                                                                

Technical support                                                    5/2009-12/2009                                           

- Served as front line tech support for all CDMA cell phones.

- Using tools on hand walked customers thru Data provisioning,

- Reset account and updated firmware of phones

- Played a vital role in customer satisfaction by working with advanced technologies in voice, data and media entertainment

- Resolved text messaging issues

- Corrected billing errors

- Video and picture mail troubleshooting

Superior Spas

Quality Control Manger                                                                              6/2000-4/2009                                                                    

-   Served as on call technical support. 

-   In charge of training all staff on safety aspects to ensure OSHA compliance. 

-   In charge of training new dealer technicians, hands on. 

-   Wrote technical manual and devised technician training guide lines. 

-   Established new dealers through trade shows, cold calls and drop in.

-   Inspected for any flaws or malfunctions in the assembly process.

-   Received "Employee of the Month" award in May 2000

-   Received "Employee of the Month" award in October 2001

-   Received "Employee of the Month" award in April 2003, 2004

-   Cut purchasing costs 24% through vendor partnership program

EDUCATION 

ComTIA Networking+ - Metro Tech, Oklahoma City, OK	2008
CompTIA A+ - Metro Tech, Oklahoma City, Ok	2008
Oklahoma State, Oklahoma City, OK	2007 - 2008
Carl Albert High School, Midwest City, OK	1992

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