Quality Assurance Customer Service
Resume:
Cary, NC *****
*************@*****.***
Laquinta Mason
PROFESSIONAL PROFILE
Dedicated Network IT Support Technician with comprehensive IT, customer service and information technology experience.
Demonstrated success in business upgrade and migration processes. Self-starter, who is willing to learn new procedures to
improve processes,
.
Technical Skills
Systems: Windows 9X/NT/2000/XP/2K3/Windows7, & Windows 8
Databases: Access Database, Sequel Server Databases
Languages: SQL
Software: MS Word/Excel/PowerPoint/Outlook (97-2010), Lotus Notes, Made to Manage ticket tracking, &
Logmein.
Hardware: Configure Switches, Hubs and Routers, VPN and Remote Desktop
CERTIFICATIONS
• •
CCENT CompTIA A+
• CCNA
• CEH
• CHFI
PROFESSIONAL EXPERIENCE
System Support Technician April 2011 - present
Acroprint – Raleigh, NC
Ensure the stable operation of time clock hardware, software systems and network integration. Provide professional
leadership and training for customers and associates.
• Modify existing software to correct errors, to adapt it to new hardware, or to upgrade interfaces and improve performance.
• Advise customer about or perform maintenance of software system.
• Analyze information to determine, recommend, and plan installation of a new system or modification of an existing system.
• Consult with engineering staff to evaluate interface between hardware and software, develop specifications and performance
requirements, or resolve customer problems. Direct software programming and development of documentation.
• Store, retrieve, and manipulate data for analysis of system capabilities and requirements. Confer with data processing or project
managers to obtain information on limitations or capabilities for data processing projects.
• Consult with customers or other departments on project status, proposals, or technical issues, such as software system design or
maintenance. Coordinate installation of software system. Prepare reports or correspondence concerning project specifications,
activities, or status.
• Oversee the daily performance of computer systems.
Answer user inquiries regarding computer software or hardware operation to resolve problems and enter commands and observe
system functioning to verify correct operations and detect errors.
B2B Account Manager June 2010 – April 2011
Tigerdirect - Raleigh, NC
Performed management of existing accounts and generate new business customers.
• Maintained and grew accounts, by communicating with client managers on weekly basis and increasing client’s
purchasing volume.
• Monitored the progress of account development, by recommending new products, and services that helped
improve organizations network architecture.
• Worked with clients to understand their business issues and provide solutions.
Marketing Rep / PC Repair Coastal Com - Myrtle Beach, FL February 2009 – February 2010
Generated new customers and upgrading existing services.
• Processed new client DSL upgrades
• Processed DSL registration
• Repaired PC, install memory, replace hard drives, troubleshoot software issues
• Performed software updates
• Repaired older systems
Sales and Services Specialist January 2006 – July 2008
Bank of America Myrtle Beach SC
Performed maintenance on existing customer and generating new accounts that includes:
• Processed client transactions
• Setup new client accounts
• Trained clients on bank software and products
• Worked with management to develop different ways to sell bank products
Operations Analyst - Norfolk, VA June 2003- December, 2006
Performed trouble-shooting tech-support on existing and new customers accounts.
• Performed quality assurance on Infospan Database, Smartdata and Statement Billing Files
• Enrolled and processed client request
• Trouble-shoot client software and file issues
• Collaborated with mainframe support to resolve Quality Assurance issues
Help Desk Analyst II - Norfolk VA March 2001- June 2003
Trouble-shoot bank software products; Smart Data, CPA, Eagles, MS Access and Infospan databases
• Forwarded clients bank transactions
• Required databases and Update user passwords
• Installed custom reports, assisted clients in running reports
• Trained users on all software products
Technician Veridian - Suffolk, VA August 2000- March 2001
• Escalate advanced requests to the appropriate department member based on priority, current ticket assignment and other
predetermined criteria
• Assist IT management with special technology projects
• Answer incoming IT support telephone calls and emails
• Assist end users by resolving their issues in person or via remote support tools.
• Maintain and install computer workstations.
MILITARY SERVICE
• United States Navy 1993-1997
EDUCATION
Master of Science, Information Security and Assurance Anticipated Graduation Date: March/2014
Western Governors University Salt Lake City, UT
Bachelor of Science in Computer Networking Kaplan University 12/2010
Associate of Science in Computer Networking University of Phoenix 12/2008
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