Customer Service Manager

Tamikah Evans-Brown

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

Apt B*

Durham, NC 27713

919-***-****(cell)

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

SUMMARY OF QUALIFICATIONS

Organized, enthusiastic, and motivated professional with strong information

technology and networking experiences in a technical environment. Proven

ability to work within diverse groups and corporations providing, hardware

and software support. Over 5 years of providing technical support in a

windows environment.

Technical Skills: Proficient in the following: Active Directory(3+years),

Windows 2000\2002 Server(2+years) Windows NT 4.0 Workstation (2+years)

Windows XP(5+years) Desktop Support Windows(3+years) Networking (3+years)

TCP/IP(3+ years) Windows Vista(1+ year) Wireless network(4 +years) Office

2003(5 years) Office 2007(3+ years) Cisco Networking(2+years)Lotus

(2+years) .NET(1+year) Citrix(2 years) AS400(2 +years) Oracle(2+years)

SAP(2 years) VMware(1+) Magic Ticketing System (1+) SQL(1+ year)

Novell(3+)Unix(1+year)Solaris(1+year) SharePoint(1+)Apache Servers(1+)

PROFESSIONAL WORK EXPERIENCE

Datrose Inc

Technical Support Specialist Level 1

Durham, NC January 2011-Present

Responded to inbound customer calls that are technically

related installation, usage, firmware upgrades and troubleshooting

complications. Identify the degree of the customer's technical knowledge

and adjust problem-solving communications accordingly.

Troubleshoot Kodak Kiosk Machines configured, TCP/IP, DNS, DHCP

Firewalls for kiosk connectivity issues Troubleshooting and used remotely

management tools such Go to Assist with Citrix and Remote Business

Manager, Used remote access to help with network connectivity and

troubleshoot missing modules and install service patches and software

upgrades

Research information in the Internal Databases Knowledge Vault for complex

technical support issues with the kiosk machines Created escalations cases

using Vantive Database System for senior level support. Provide 100%

telephone base customer service and technical support for Kodak Support

Service Center

North Carolina Central University

Adjunct Networking Technology Instructor January 2010-January 2011

Taught information technology and networking courses to students on a

semester basis with traditional seated classes. Created training documents

to facilitate classroom discussion and learning; develop exams to evaluate

learning outcomes. Developed online courses with Blackboard including

weekly exams and weekly discussion boards. Worked with department heads and

administration to develop syllabi and to develop learning outcomes for the

courses. Worked with the CIS committee and faculty in implementation of a

Cisco Networking Academy. Maintain office hours for students; grades,

attendance and faculty meetings.

Connextions

Technical Support Specialist Level 1 Concord, NC

August 2008-August 2009

Respond to inbound customer calls, in a call center environment, that

were technically related... installation, usage, firmware upgrades and

troubleshooting complications. Identify the degree of the customer's

technical knowledge, and adjusted problem-solving communication

accordingly. Troubleshoot Small Office/Home Office Configurations,

TCP/IP, DNS, DHCP, and Firewalls for customer phone installation.

Troubleshoot routers, switches, hubs and cable/DSL modems. Use internal

and external database for research and troubleshooting customer problems.

Troubleshoot and configure wireless networks setups for VOIP phone

services. Created escalation tickets, using Magic ticketing system, for

complex issues requiring senior level support. Provide 100% telephone

base customer service and technical support for Vonage who is a leading

provider of broadband telephone services

Halifax Community College

Business Instructor Weldon, NC

January 2005-August 2008

Teach business and technology courses to students on a semester basis.

Create training documents to facilitate classroom discussion and learning;

develop exams to evaluate learning outcomes. Train and teach a diverse

group of adults in a classroom setting related to technology and business

courses. Use Blackboard to develop online courses, weekly exams, and weekly

discussion boards. Serve on Professional Development Committee, Distance

Learning Committee, Curriculum Development Committee, and Enrollment

Management Committee.

DL. Davis Company

Office Manager Raleigh, NC

2004- 2005

Assist the branch manager with administrative procedures. Process monthly

bills for payment A/R Accounts Payable. Assist with billing/invoices

doing monthly taxes, light payroll. Process daily financial reports. Set

up conference meetings with clients. Answer phones, greet visitors and,

reconcile accounts/statements.

Use Quicken software to maintain daily accounts, make bank deposits.

Order office supplies, post debit/credits, and handle monthly billing to

tenants. Provide administrative support, sort mail, copy scan, faxing

with MS Outlook.

Scott's Lawn Service

Office Administrator Raleigh, NC

2003-2004

Assisted the branch manager with administrative procedures. Processed

monthly bills for payment A/R and A/P accounts. Assisted with

billing/invoices doing monthly taxes, light payroll. Processed daily

financial reports. Set up conference meetings with clients. Answer

phones, greet visitors and, reconcile accounts/statements.

Used Quicken software to maintain daily accounts, make bank deposits.

Order office supplies, post debit/credits, and handle monthly billing to

tenants. Provide administrative support, sort mail, copy scan, faxing

with MS Outlook

Wendy's Restaurant International

2000-2002

Shift Manager Raleigh, NC

Supervised 5 to 7 employees with food orders provide customer service.

Supervised shift and maintain daily operations of the store inventory

systems. Handle accounting responsibilities, process payroll and

employees' timecards, open and close the store on the weekends. Make bank

deposits. Printed nightly managerial reports record food data into the

POS system. Handle scheduling of employees on night shift.

Cisco Systems Inc

Customer Support Engineer College Co-op RTP, NC

Jan 2001-June 2001

Installed and configure hardware, customer's wireless networks.

Installed and configured routers and with T1lines and loaded Cisco IOS

software on the routers Unix Based environment Sun Solaris. Responsible

for making the connection cables straight thru-static cables and labeling

them for router connections. Helped update and maintain Inventory using

Oracle Database 9i Collaboration suite. Support various teams supporting

WAN and LAN connections setups with Cisco routers.

St Augustine's College

Technology Associate Raleigh, NC

1998-2000

Assist the technology department with setting up computers and installing

operating systems.

Load software materials and Internet security programs on the computers

in the computer labs.

Troubleshooting equipment problems with faculty computers and repairing

the campus computers in the computer labs. Assist the students and

faculty in providing technical support with the Internet and various

applications. Reset resetting passwords for students and faculty accounts

and network using Active Directory Windows Platform and IBM servers.

EDUCATION

MBA., Strayer University

Cary, NC

June 2006

BS., Computer Information Systems

St .Augustine's College Raleigh, NC

May 2003

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