Tech Support Specialist Sample Resume Format in Word Free Download

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VICTORIA SHEALEY

309 Harmony Trace

Lithonia, Georgia

Home :(404)606-9876

victoria@comcast.net

OBJECTIVE: To utilize my supervising & leadership abilities, troubleshooting, analytical and project management experience, and communication skills in a professional environment with the opportunities for personal and career growth.

QUALIFICATIONS:

Strong supervisory skills, outstanding human resource skills, Versatile

abilities in contracts, Excellent administrative skills, Efficient in computer operations Lotus 1-2-3, Lotus Notes, Act, QuickBooks,

SAP, Microsoft Office, (Excel, PowerPoint, Access, Project), A/R, A/P, Payroll and Collections skills, Inbound/Outbound Sales (Call Center) skills, Preparation of management reports, Unique analytical, troubleshooting and problem solving skills, Exceptional organizational skills, Impeccable interpersonal & motivational qualities, researching and analyzing established administrative issues; acting as liaison with individuals and groups both inside and outside an organization regarding administrative and/or organizational matters; and preparing a variety of written documents, such as staff papers, status reports, or policy recommendations

COMMUNICATION SKILLS: Excellent leadership skills with demonstrated abilities to resolve diverse problems, to understand the importance of structure, organization, resource management and to complete critical tasks in a timely manner.

EDUCATION:

Livingstone College, Salisbury, NC

BA, Business Administration

Honors & Certificates: President List, Dean List, Who is Who Among College Students, Alpha Kappa Alpha Mu Honor Society, U.S. Achievement Academy, Customer Satisfaction Certificates, Customer Support Employee of the Month Certificates

Performance: Grade Point Average: 3.2

PROFESSIONAL EXPERIENCE:

   03/07-Current, Given Imaging Inc., Duluth, Georgia

Tech Support Specialist- Provide client support and technical issues resolution via E-Mail, phone and other electronic medium, and configuration of client's equipment to connect to the Internet via modem/DSL Router (Dialup/DSL customers only). Configure software to connect to Internet application servers. Provide training to clients in the use of system and applications as related to Internet. Obtain general understanding of OS and application operations related to company offered services. Identify and correct or advise, on operational issues in client computer systems. Perform creation of new accounts using company provide software tools.

06/00-10/06 Ford Motor Company, Hapeville, Georgia

Tech Support Analyst- Isolate, document, and find circumventions for reported software defects. Provide limited and general statistical advice as deemed necessary on a case-by-case basis. Provide a broad overview of hardware tuning, operating system modifications, system performance enhancements and methods of efficient programming for achieving optimal performance.

11/96-06/00 Concert/AT&T, Atlanta, Georgia

Project Manager-Assisted the management team with various projects, which included but not limited to call center scheduling for coverage purposes and staff meetings. Tracked via Access and analyzed call volume and benchmarking through the IEX system for forecasting measures in regards to attendance and staffing needs. Point of contact for unscheduled absences or call outs. Responsible for creating and implementing manuals and procedures (M&P's) in supporting the daily operations of the Aspect/ACD and other systems. Mandated various excel spreadsheets for measurement purposes to meet department objectives. Provided daily and weekly reports to the management team for

measurement and customer satisfaction objectives. Researched and collaborated with upper management to provide resolution for internal and external customer concerns. Provided back up supervisory support to the supervisors for scheduled vacations and absences.

Sales Order Completion Team Lead-Initiated and negotiated sales for ION four line, two line, one line and high-speed data products. Processed sale orders for the first phase of installation. Managed various special projects for upper management. Maintained customer satisfaction by assisting with customer escalation issues and concerns. Assigned account responsibilities to the team.

Measured daily productivity in the Sales Order Completion Dept. Maintained Link adherence and attendance reports through an IEX system. Monitored reps for quality assurance and coaching purposes. Assisted reps with training modules and daily process updates. Initiated weekly team and staff meetings. Participated in the initial screening, hiring, and training of new reps. Utilized my authority when necessary in relation to disciplinary issues and actions in keeping with Human Resource policies. Maintained department objectives and measurements for the department managers. Participated in the

human resources meetings to collaborate on policies and procedures for

implementation.

06/93-10/96 IBM Corp., Atlanta, Georgia

Customer Support Team Lead -Assisted with the training of new hires and staff. Acted as liaison between management, clients, and staff in account resolution or concerns. Designed and assisted with the implementation of the call center order flow queue process and other programs. Maintained all objectives and measurements for upper management. Performed various other duties. Provided effective support to sales force in contract terms and condition. Maintained customer service standards, revenue objectives, and customer satisfaction. Processed orders and estimated billing contracts, managed ownership responsibilities of 8 branch offices in the Ga., and Fl. areas including some national accounts for maintenance inventory with high call volumes. Prepared monthly reports, statistical graphs, and charts for upper management. Implemented A/R, A/P, and collection processes for 8 branch offices and provided support to the maintenance contracts/inventory project analysts.

Maintenance & Billing Contracts Analyst-Processed inventory requests and generated price proposals using various pricing tools for internal and external customers. Negotiated prices for hardware purchases and maintenance service contracts with heavy potential and existing client interaction, which included but was not limited to customer presentation and on-site visits. Tracked, analyzed, and generated forecasting monthly reports for multiple projects in various departments. Project managed contracts for various national accounts.

Implemented A/R, A/P, and collection processes for assigned accounts. Utilized BPI tools to implement processes accurately and organizational skills in maintaining customer satisfaction in a complex multitasked environment with high call volumes. Point of contact for internal and external customers with billing, contracts, and maintenance questions or concerns. Performed tracking and auditing of invoices for the Maintenance Dept. Also provided inventory support to Accounting, Maintenance, and Customer Service Depts.

References: Furnished upon request

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