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TERESA Eades

309 Timbermill Drive

Lexington, SC  29001

803.996.9876                                                                                             eades.teresa@earthlink.net

SUMMARY

Detail-oriented Technical Support Analyst providing award-winning performance in customer services, marketing, and product management for the computer industry. Goal-driven team leader who maintains a productive climate and confidently motivates, mobilizes, and coaches employees to meet high performance standards.  Exceptional ability to resolve complex issues and develop new solutions. Highly analytical thinking with demonstrated talent for identifying, scrutinizing, improving, and streamlining complex work processes.

                                                              TECHNICAL SKILLS                                          

Operating Systems	Windows (Vista, XP, 2003, 2000, 98); Microsoft Office; Linux, UNIX
Hardware	Mainboard, BIOS, Power Supply, Memory, Hard Drive, DVD / CD-ROM, USB, FireWire, PCI, AGP, ISA, Dot Matrix Printers, Laser Printers, Thermal Printers, Cash and Coin Dispensers and Acceptors, Scanners, Scales, Take-Away and Input Belts, Pin Pads, Verifone
Utilities	Ghost Enterprise, PC Anywhere; Remote Desktop
Servers and Routers	Citrix Remote Access; Windows Terminal Server; Cisco VPN; D-Link, 802.11, Netgear, Linksys, Belkin, access points and print servers
Devices	Blackberry

PROFESSIONAL EXPERIENCE

Ncr Corporation, Duluth, GA                                                                                                      

Technical Support Specialist V                                                            2007 - 2010

Supported NCR Self Service Retail providing technical / functional knowledge to resolve customer complaints.  Collaborated with Software Engineers to resolve problems and generate implementation plans.

·         Delivered telephone support to over 3000 field technicians on self service check outs achieving superior customer feedback.  

·         Cut the customer problem time in half by developing system-troubleshooting tools to streamline the process.

·         Maintained nearly 100% of assigned incidents according to the division escalation policies providing consistent customer care and on-time service.

Team Lead, Amadeus Travel Agency Hardware                                   2003-2007

Managed the day-to-day planning, operation and problem-solving so that the team met the required level of service.

·         Won Key Performer Award 6 times for outstanding contributions to the department’s goals.

·         Designed and implemented a strategy that reduced upper level escalations by 73%.

·         Reduced the overall cost of training in travel industry software and hardware support by creating and delivering in-house training courses for support specialists.

·         Streamlined processes and improved efficiencies by reviewing technical documentations for accuracy and eliminating unnecessary procedures. 

TERESA. Eades                                                                                                           Page Two

Ncr Corporation (CONTINUED)

Team Lead, Multi-Vender Equipment                                                    1999-2003

Supported AT&T legacy servers, NCR Commercial UNIX Servers, Amadeus Travel Agency Hardware, Wal-Mart Music Preview and Advertising Systems.

·         Reduced calls to the support center 10% by providing new discoveries, tips for faster installations, and known resolutions for break / fix issues with field technicians.

·         Improved methods of customer support by participating in technical and product development / organizational conferences with Account Teams.

·         Selected to resolve escalations from technicians, management and customers, improving partnership with the field.

·         Defused crisis situations and ensured successful outcomes by managing client relations and providing quick response and problem resolution.

Technical Support Specialist III                                                             1995-1999

Supported AT&T legacy servers and NCR Commercial UNIX servers.

·         Mentored peers in effective problem resolution and sought out as Subject Matter Expert to provide technical opinions to effectively resolve customer issues.

·         Delivered high level performance by organizing priorities and aligning them to achieve the business needs.

Trade Show Manager                                                                           1992 – 1995

Managed the strategic trade shows for entire product line.  Developed and implemented strategies which efficiently and effectively increased awareness of products.  

·         Reduced installation costs by 20% through researching and finding more cost effective display and exhibit companies to use for on site labor.

·         Saved over $80,000 by improving lead management programs, statistical analysis programs and cost reduction programs.

·         Consistently stayed below budget while maintaining the highest standards in assigned events. 

ADDITIONAL PROFESSIONAL EXPERIENCE

Product Manager, NCR CORPORATION                                                                 

System Analyst, NCR CORPORATION                                                                     

Remote Support Analyst, NCR CORPORATION                                                     

Field Engineer, NCR CORPORATION                                                                      

EDUCATION AND CERTIFICATION

Computer Technology Diploma, Control Data Institute, Southfield, MI

Certified Dell Systems Expert – Desktops, Portables and Servers

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