Customer Service Technical Support

Sarah Matthews

Kyle, TX *****

***********@******.**.***

512-***-**** (Mobile) 512-***-**** (Home)

Administrative Support ■ Technical Support ■ Customer Service

SUMMARY OF QUALIFICATIONS

• Proven ability to organize, multi-task and handle confidential information with tact and diplomacy.

• In-depth understanding and strong working knowledge of software, hardware, networking, operating systems and

security applications.

• Proven ability to diagnose and troubleshoot and resolve technical problems.

• Industry certifications include HDI Customer Support Representative and Desktop Support Technician.

• Superior communication skills. Outstanding ability to develop and maintain constructive and cooperative working

relationships with individuals at all levels of the organization.

PROFESSIONAL EXPERIENCE

Austin-San Antonio Corridor Council, San Marcos, TX 2006 – Present

Director of Administration: Provide executive-level support to the organization’s President. Organize office

operations and develop systems to maximize production. Point of contact to city, state, local and federal entities.

• Plan, schedule, coordinate and attend all board, committee meetings and special events by preparing agendas,

developing presentations and other written materials; contacting guest speakers, sending notices, making

appointments, conducting interviews and notifying appropriate parties of the time and location.

• Prepare and process federal appropriation requests and follow up as necessary.

• Process database inquiries and utilized spreadsheet and presentation software for multiple, deadline-oriented

projects, and completed expense account documentation and filing with accounting.

• Manage capital purchases, direct vendor relations, generate and maintain equipment tracking records.

• Provide daily technical support for e-mail, network, connectivity, telecommunications, peripheral equipment, and

system maintenance. Set up computers and install software. Update company’s website

Service Desk Analyst: Provided technical support for any aspect of the information systems department, including

computer hardware, operating systems, applications and networks.

• Primary contact for end-user computing service requests reported to the Technology Service desk.

• Assisted end-users with basic functional questions related to enterprise-wide productivity software, standard

desktop and laptop hardware and operating systems.

• Assist IT system administrators by researching and troubleshooting service interruptions.

• Escalate complex and/or difficult calls to desktop staff as appropriate.

• Participate in projects and other duties as assigned and provide written documentation as required in a timely

manner.

Austin-San Antonio Corridor Council, San Marcos, TX 2004 – 2005

Executive Assistant: Provided executive-level administrative support services for the President and Executive

Committee. Champion office operations to ensure the office runs effectively and efficiently.

• Manage all administrative tasks including scheduling meetings and conference calls, and arranging travel. Assist in

development of executive level reports and presentations.

• Adeptly handle incoming communications and respond to internal requests for information on a timely basis.

• Developed a innovative records management system to process executive travel-related accounting documentation.

• Provided functional and technical support, troubleshooting and diagnosing hardware and software problems,

including desktop, laptop, WAN, LAN, and remote systems.

• Assisted in the installation and updating of software, as well as the setup and troubleshooting of all equipment.

City of Austin/Water & Waste Water, Austin, TX 2001 – 2004

Administrative Specialist: Perform a wide variety of administrative support tasks.

• Interpret division and organization policies and procedures and recommend appropriate solutions. Schedule and

coordinate meetings.

• Recommended changes to methods, operations, sequences and set procedures for work assigned.

• Analyze and interpret data and prepare reports. Verify the accuracy and completeness of various reports, including

payroll, purchasing, accounts payable, and personnel information.

• Greet visitors and answer telephones and two-way radio communication devices. Answer questions regarding

utility operations and respond to customer complaints.

• Compose, format, finalize, interpret, distribute, research, compile, calculate, analyze, process and maintain data in

various forms using a variety of office equipment and software applications, including spreadsheets and databases.

City of Austin/Aviation, Austin, TX 1999 – 2001

Systems Support Technician: Install, configure, support, and integrate information systems hardware and software for

end users.

• Provided functional and technical support, troubleshooting and diagnosing hardware and software problems,

including desktop, laptop, WAN, LAN, and remote systems.

• Assisted in the installation and updating of software, as well as the setup and troubleshooting of all equipment.

• Expertly installed, configured, monitored and troubleshot PC's and related hardware on all OS platforms.

• Oversaw the investigation and resolution of hardware and software issues both remotely and onsite.

• Procured, received, documented and tracked inventory of all computer equipment and software licenses.

City of Austin/Aviation, Austin, TX 1996 – 1999

Systems Support/ HelpDesk Coordinator: Responsible for receiving requests for assistance or problem reports from

end-users, performing an initial analysis, and invoking the allocated support mechanism.

• Accepted requests for assistance or problem reports from users; obtaining necessary information to adequately

describe the request or problem report. Enter information into problem tracking system

• Directly responded to request if within own areas of expertise. Direct the request or problem to the most

appropriate support area (e.g., specialist, support organization),

• Liaison with user to ensure that requests or problem reports have been satisfactorily handled.

• Collaborated with telecommunication team to troubleshoot T1 lines and company-wide phone problems.

• Complete information on problem reports that were solved personally and close report in problem tracking system,

EDUCATION

Customer Support Representative / Desktop Support, HDI, Austin, Texas Business Administration / Computer Information

Systems, Clark Junior College, Lake Charles, Louisiana Computer Operations, Sowela Technical Institute, Lake Charles,

Louisiana Computer Science, McNeese State University, Lake Charles, Louisiana

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