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Click here or scroll down to respond to this candidateSUMMARY20+ years of Technical Support, 10 years of Information Technology experienceBackground working in Commercial Software, Financial Services, Consulting/Professional Services, Manufacturing, Government, MarketingCandidate's Name
Created a training manual for a newly created position with American Credit Acceptance and trained successorSelected as 1 of 18 team members for a project with Verizon to assist escalated calls.Awarded Departmental Employee of the Year 2005 for all South Carolina Verizon retail storesConsistently received verbal and written customer commendations as well as scored several perfect 10 after call surveys during my 9-year career with VerizonFUNCTIONAL EXPERTISEMonitoringCommunicationOperations AnalysisEquipment MaintenanceWireless Network ConfigurationAsset ManagementHR SupportPC SupportTECHNICAL SKILLSApplications/Operating Systems:Windows XP 10Windows ServerMicrosoft Office 2010-2016WordExcelPowerPointAccessOffice 365Ticketing Systems:JIRARemedyServiceNowDell KACEMobile Device Operating Systems:AndroidIOSBlackberryCollaboration/Project Management:Microsoft TeamsZoomSkypeConfluenceConcurSmartTrackCommercial Off the Shelf Systems:SAP, SRMPC Imaging Software:Acronis, MDT, SCCMPROFESSIONAL EXPERIENCE1st Responders Spartanburg, SC (Part time) 5/2023-PresentRespite and PCA (Caretaker)Primary Tasks:o Provide in home care for those with special needs that require adult supervisiono Carry out duties as needed and instructed by the guardian.BMW Greenville, SC Contract 4/2019 to 5/2023Support Specialist for departments of IT and Corporate Communications (same role in both departments)Primary Tasks:o Departments Requisitioner and monitors PO statuses leading to invoicingo Departments Onboarding Coordinator whereas assists managers with generalprocesses of gathering information for new hires and transfers which involvescommunicating with the Departments managers for reporting access needed in termsof systems, software and hardware; some of the requests are carried by the OnboardingCoordinator and others with the Managers. A checklist is used for this processTechnical Administrative Support to Department Managers, Operational Team Leads providingsupport through the BMW Procurement Process, which includes Asset Control Management,Equipment Tagging as Applicable for ITHardware, Accessories and Software/Local License ManagementCoordinates team moves and relocations with SmithDrayLineTravel & Expenses Reporting from booking and scheduling to entries into ConcurAssists with department training & reporting; ensuring all required training andmonthly targets are communicated to associates and reported to managersEnsures all tasks and requests are carried out professionally and preciselyMichelin Greenville, SC (Contract) 7/2018 to 4/2019Technical Team LeadPrimary Tasks:oIdentifies and resolves software and hardware issuesoProvides exceptional support to end users during retail Tech Zone hours from 11a-2pmoSupport desktops, laptops, printers, mobile phones and tabletsoImages desktops and laptops while ensuring accuracy and availability of inventoryoLead with monitoring and assigning tickets in Service Now ticketing systemoEnsures all tasks and requests are carried out professionally and preciselyoProvide reports on tickets depending upon SLAs (Service Level Agreements)oCreate and provide technical documentation to our fellow technical peersDenny's Spartanburg, SC 3/2017 to 7/2018Desktop Support AnalystPrimary Tasks:oUpon notification from Human Resources, assists with general processes of gatheringinformation for each employee by department, reporting supervisor and access needsin terms of systems, software and hardwareCreates and deactivate user accounts and profiles for new hires, transfers andterminationsIdentifies and resolved software and hardware issuesProvides exceptional support to end usersSupport desktops, laptops, printers, mobile phones and tabletsImages desktops and laptops while ensuring accuracy and availability of inventoryAmerican Credit Acceptance Spartanburg, SC 4/2011 to 3/2017IT Support SpecialistPrimary Tasks:oCreated and deactivated user accounts and profiles for new hires, transfers andterminationsProvided exceptional support to end usersIdentified and resolved software and hardware issuesSupported desktops, laptops, printers, mobile phones and tabletsImaged desktops and laptops while ensuring accuracy and availability of inventoryVerizon Wireless Spartanburg, SC 11/2001 to 9/2010Technical Support Coordinator I/Retail Support/Customer Service CoordinatorPrimary Tasks:oEmphasized product features based on analysis of customers need and on technicalknowledge of product capabilities and limitationsResponsible for resolving any customer reported handset data or voice service issuesrelated to the networkResponsible for supporting VZW data air cards and smartphones (Blackberry, Android,Windows)Responsible for reporting and escalating network issues using Remedy ticketing systemCompleted product and development training as requiredLANGUAGESEnglish (Native)EDUCATIONOnlineAssociates Degree credits (Computer Engineering Technology and Applied Behavior Analysis) |
