Sales Customer Service

COLLEEN LANCASTER

** ***** ******, ********, ** *5475 724-***-**** ****************@*******.***

Objective A position in IT where my technical talents can be effectively utilized to improve

Operations and contribute to company profits.

Experience

Assistant Network Administrator/ IT Instructor Laurel Business Institute

Uniontown, PA 15401

May 2006 to present

• Assist the System Administrator in managing the Schools mail, file servers;

• Coordinating LAN management, and ensuring adequate backups of servers;

• Monitored Desktop computers critical to the Schools operation. Install, repair,

• maintain, and upgrade desktop and notebook computers as well as printers.

• Strong interpersonal skills, with excellent technical abilities

• Manage a team of PC tech interns, in-house and off site

• Facilitate on-site training for PC tech interns

• Participated in on-site training sessions.

• Attended IT forums, conferences, and networking events.

• Instruction in various subjects: DOS, Computer Repair & Maintenance,

Intro to Networking, LAN, Network Security & Disaster Recovery, Intro to Internet,

Intro to Computers, Computer Concepts, Network Infrastructure, MAC OS X, and Novell

Call Center Manager/ Sales Representative Commonwealth Marketing Group

Uniontown, PA 15401

January 2000-2002

• Monitoring and controlling a team of 50 sales representatives

• Arranging training classes regarding product knowledge

• Planning the SOP and preparing templates for the verbiages to be followed

• Assessing representatives individually and setting their sales targets

• Assisting the representatives with their practical difficulties

• Encouraging the representatives by assuring gifts and performance incentives

• Maintaining the daily sales statistics and forwarding the data to the sales director

• Consulted with the sales director and set up individual sales targets

• Motivated representatives by consistent monitoring of individual performances

• Maintained individual daily payroll sheets per sales agent

• Reported periodically to the higher officials of the sales status

Internship IT Department Uniontown Hospital

Uniontown, PA 15401

February 2003 to 2004

Operations Support

• Manages and maintains the hardware and networking infrastructure in conjunction with approved third

party support organizations

• Operates a help desk on which users requests for assistance are tracked and processed;

• Provides day-to-day support with the routine running of the computer systems in a Hospital environment

• Supports the hardware and software which is in use within the Hospital

• On site resident Microsoft Office Specialist

Computer Training

• Provides training in basic office productivity tools – to the extent that these are justified;

• Provides training to the end user community in the hospital on various aspects of the software solutions

which are newly deployed and implemented

Education Laurel Business Institute, Uniontown, PA 15401

Specialized Associate Degree, Information Technology, February 2004

Specialized Associate Degree, Computer Software Administration, February 2004

Education California University of Pennsylvania, California, PA 15419

Bachelor of Science & Technology, September to present

Honors Presented with Citation from House of Representatives

LBI Valediction 2004

Student of the Month, November 2003

Awards First place State Leadership Conference, Harrisburg, PA in Desktop Publishing,

Phi Beta Lambda 2003

Third place National Leadership Conference, Dallas, TX in Desktop Publishing,

Phi Beta Lambda 2003

First place State Leadership Conference, Williamsport, PA in Multi-Media,

Phi Beta Lambda 2004

First place National Leadership Conference, Denver, CO in Multi-Media,

Phi Beta Lambda 2004

C.S.T & T Data Com Training Certificate 2003

New Technology Scholarship, awarded 2002

Community Activities

• Sensus, Metering Systems Inc., IT Consultant/Trainer

• Popular Lane Court, Senior retirement, IT Consulant/Trainer

Certifications

Internet and Computing Core-IC3 Apple Certified Technical Coordinator ACTC

Help Desk Analyst-HDI Security + Certified Professional

A+ Service Professional Microsoft Certified Professional MCP

Network + Service Professional Microsoft Certified System Administrator MCSA

Netware 5 Administrator-CNA Microsoft Certified Technology Specialist MCTS

Netware 5 Advanced Administrator Microsoft Office 2000 Master

Microsoft Technology Associate MTA

Skills

• Microsoft Applications: Outlook 2007, Publisher 2007, Word 2007,

• Excel 2007, Access 2007, and PowerPoint 2007, Visio & Smart Draw

• Microsoft Server 2003/2008, Novell Netware 6.0

• Windows 95, 98, ME, 2000, XP, Vista and Windows 7, MAC OS X Snow Leopard

• Proficient in LAN, WAN, and network installation, monitor, and programming.

• Able to repair, install, upgrade, and maintain desktop and notebook computers as well as

printers, scanners, faxes and VOIP Phones.

• Extensive knowledge of technology terms and developments.

• Exceptional customer service skills, account management, follow up, and sales.

• Excellent written and verbal communication skills.

• Ability to instruct users with computer and presentation skills.

• Ability to write engaging technical documents to assist users in software usage.

• Team player

• Multitasking abilities

• Persuasive abilities

• Ability to manage stress

Contact this candidate