Customer Service Quality Assurance

Katrina Prather

*** ********** ******

Griffin, GA 30224

Contact Phone: 678-***-****

Email Address: ***********@*****.***

Citizenship: United States Citizen

EXPERIENCE

**/**** ** **/****; 40 hours per Week; Computer Science Teacher;

Paulding County Schools, 1297 Villa Rica Highway; Lorrie Richards,

770-***-****; may contact supervisor.

ANALYTICAL: Assisted in supplier selection for textbooks. Researched,

priced, and utilized strategic sourcing to purchase supplies. Analyzed

test results and assignments in respect to grades. Presented findings on

student achievement based on quantitative and qualitative like methods.

Conducted research and analyzed sources that were utilized for teaching

purposes. I analyzed data from assessments through written reports and

item analysis. I recommended short term action plans through discussion

and activities to reflect analyzed data. Created item analysis for final

exams for all classes. Self-assessed lesson plans, activities, and test

content created as well as the results for efficiency and effectiveness.

ATTENTION TO DETAIL: Created lesson plans that outlined how each minute

of class time would be utilized daily. I graded production based tests

and assignments for completeness and accuracy according to detailed

based rubrics. Regularly received instructions that had to be followed

precisely for standardized testing, daily activities, and important

changes within the organization. As an advisor of Future Business

Leaders of America (FBLA), I had to follow specific detailed procedures

when registering for conferences and competitions in order to avoid

penalties and extra fees. Reviewed student transcripts for errors. Make

effective observations in relation to student comprehension of subject

matter.

ORGANIZATION: Managed multiple projects by making to-do lists of tasks

to be completed. Prioritized tasks based on time sensitivity. Created

filing systems for all work related material. Created daily lesson plans

that outlined the utilization of class time. Prepared additional

supporting documents prior to the utilization of them. Planned and

prepared for conferences. Utilized a calendar for planning to assist in

anticipating obstacles.

COMMUNICATION: Prepared and verbally presented subject matter content

that developed knowledge and skills in Computer Science and Business

Education class to include Microsoft Office Suite (Word, Excel, Access,

PowerPoint) classes. Actively participated in professional learning

which included the transferring of knowledge to team members on a given

topic. Presented project plans to supervisory staff members for

approval. Additionally, I created written correspondence as appropriate

for the situation. Built and maintained cooperative working

relationships with parents, supervisors and colleagues. Demonstrated

active listening by providing feedback to student questions. Provided

creative methods of content delivery for better comprehension.

MANAGEMENT: Advised FBLA student organization consisting of

approximately 60 members. I set up and coordinated meetings and

conferences with parents and/or students and for FBLA. Collected and

maintained a detailed inventory list. Effectively managed class time to

increase an environment conducive to learning. Managed and maintained a

classroom budget and FBLA budget. I managed supervised, coordinated,

and scheduled projects and events. Projects included community service

opportunities and events include a variety of activities for students

(i.e. meetings, guest speakers and conferences). Created and enforced

rules and/or policies. Worked independently and efficiently with minimal

direction.

PROBLEM SOLVING: Troubleshot minor computer, printer, copier, and

peripheral issues. Mediated disagreements amongst students. Created

activities to engage students and keep them interested and motivated to

learn.

09/2005 to 07/2007; 30-40 hours per Week; Microcomputer Technician;

Griffin Technical College, 501 Varsity Road; Richard Moerman,

770-***-****; may contact supervisor.

ATTENTION TO DETAIL: Read technical documents for installation of

hardware, software, and other peripheral equipment. Helped locate,

remove, and package inventory to be shipped to alternate locations. I

helped identify the items by serial number and made sure it was removed

from the current inventory list due to being shipped to another

location. Prepared detailed procedures for software used in general

computer configurations throughout the campus and for some department

specific software as needed.

COMMUNICATION: Applied top notch customer service skills while working

with system users. Effectively expressed technical information to

individuals. This included explaining the solution to technical

problems that the user(s) experienced in such a manner that could be

understood based on the individual's level of knowledge. Actively

listened to users explain computer related issues. I always confirmed

with each user that the problem has been resolved to satisfy their

expectations and assure quality service. Communicated with external tech

support for devices under warranty. Worked in a collaborative team

environment daily.

PROBLEM SOLVING: Identified problems that existed in computer equipment

that caused it to function improperly. After identification of the

problems, I applied reasoning and knowledge of those issues to

troubleshoot the problem. Often times, I applied a scientific method

process when solving problems. This included generating alternative

solutions and evaluating the outcome of attempted solutions. Researched

issues in which there was unfamiliarity with the problem.

NETWORKING: Installed a variety of application software on servers. I

mapped discipline specific software on servers for user access on

classroom computers. Tested category 5e (CAT 5e) network cables using a

Fluke local area network (LAN) tester. Wired CAT 5e network cables with

connectors. Managed user accounts and rights through Group Policies and

Active Directory to include creating, adding and removing users. Mapped

Outlook e-mail accounts to network drives for staff.

HELP DESK/DESK-SIDE/ TECHNICAL SUPPORT: Maintained 1200+ computers

including laptops and desktops. Performed help desk phone support for

satellite campuses. Diagnosed and resolved problems via trouble tickets

sent to the help desk database. Updated and maintained help desk

trouble tickets with solutions to the issues and closed out requests as

completed. Some requests were resolved through remote access to the

user's computer. Provided desk-side technical support and bench-top

diagnosis and repair. Installed hardware devices such as network

interface cards, memory modules, hard drives, video cards, and

motherboards for desktop computers and/or laptops. Installed and

troubleshot Windows XP and academic software applications. Imaged

computers in classroom labs using Norton Symantec Ghost. Installed and

provided support and maintenance for a variety of networked and

standalone printers. Provided user account support to include setup and

configuration of user profiles, e-mail, printer access, and troubleshot

user account problems. Followed security policies and procedures to

surplus outdated systems.

MANAGEMENT/LEADERSHIP: Managed 1-2 student interns throughout daily

operations. Trained and oversaw interns in the completion of projects,

performing system updates, software and hardware installation,

troubleshooting, and computer setup in offices and/or labs. Provided

quality assurance for work completed by interns. Maintained security

control procedures for the department. Evaluated technology equipment.

Checked, updated and maintained inventory for new and deployed equipment

for the Information Technology department.

CONSULTATION: Made recommendations to users on computing and networking

products to meet their business and personal needs. Asked probing

questions to assess the cause of technology issues. Assessed the needs

of faculty members to establish a list of software applications and user

permissions that needed to be imaged on the computers for their labs.

06/2004 to 05/2005; 25 hours per Week; Student Assistant; Valdosta State

University, 1500 North Patterson Street; Ezra Freelove, 229-***-****;

may contact supervisor.

Scheduled appointments with university professors and administrators to

gather information needed to develop and improve departmental websites.

Converted old university web pages into the newly adopted template.

Created forms and surveys for university administrators to use on

websites or for class purposes using Macromedia Dreamweaver. Maintained

and validated university websites using Mozilla Firefox's web page

validators. Diagnosed and resolved problems with web page content and

surveys working correctly. Provided training for 1-2 departmental

administrators on updating and expanding their websites. Answered phones

and resolved software problems for faculty, staff, and students. Logged

work orders concerning onsite repairs for faculty and staff in IT

Tracker software. Verified the status of students and employees and

changed their email passwords. Completed monthly self evaluations and

discussed evaluations with supervisor.

08/2001 to 05/2004; 25 hours per Week; Student Assistant; Valdosta State

University, 1500 North Patterson Street; Kimberly Tanner, 229-***-****;

may contact supervisor.

Worked in an office setting. I was responsible for receiving sensitive

information for students with disabilities and storing them in the

appropriate filing system. Entered appropriate data into student

database for scheduled tests. Read and scribed tests for students with

disabilities. Created audio tapes of text book material for students to

utilize. Scheduled appointments for the director of the Access Office.

Screened telephone calls and handled the calls accordingly. Assisted

visitors who entered the office with questions and/or concerns related

to the office. Completed various errands via the request of the

director or other personnel. Received incoming mail and ensured

appropriate delivery to staff. Scanned and edited text from class books

to be utilized by students with text to speech software. Scheduled

students for tutoring sessions.

EDUCATION

Griffin High School, Griffin, GA; 2001 High School Diploma

University of West Georgia, Carrollton, GA; Master of Education in

Business Education, 2010; 3.9 out of 4 Point GPA; 52 Semester Hours

Valdosta State University, Valdosta, GA; Bachelor of Science in

Computer Information Systems, 2005; 3.2 out of 4 Point GPA; 130 Semester

Hours

Griffin Technical College, Griffin, GA; No Degree in A +

Certification, 2005; 4.0 out of 4 Point GPA; 12 Quarter Hours

PROFESSIONAL LICENSES/CERTIFICATES

Non-renewable teacher certification, Certification # 713822, 06-12.

ADDITIONAL INFORMATION

Typing Speed: 50 wpm

Platforms: Dell, Hewlett Packard (HP), Compaq, Howard, Lenovo, and

Gateway computers.

Distinctions: Who's Who Among America's Colleges and Universities 2004,

Dean's List 2003, Kappa Theta Eta Co-op Honor Society 2004-2005, The

National Society of Collegiate Scholars 2009-present

Technical Skills: Microsoft Windows 98, Me, 2000, XP and Vista; HTML,

Macromedia Dreamweaver, 3DS Max; Java, Visio, Visual Basics.Net, MySQL,

Microsoft Office Suite, Norton Symantec Ghost

Volunteer: Holly Hill Nursing Home 2003, Big Brothers Big Sisters

Program 2003-2004, Ivy Reading Academy 2004-2005, Habitat for Humanity

2002 & 2006, Hosea Feed the Hungry 2010, Easter & MLK Day 2011

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