Customer Service Support

SHAQUNDA M TEAQUE

**** ******* **** *****, ********** GA 30052

Phone: 404-***-****, Fax: 770-***-****

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

Linkedin: http://www.linkedin.com/in/shaqundateague

An accomplished senior level professional of marked distinction in various

aspects of System Support and Maintenance. Possesses a record of

achievement in leadership roles and has demonstrated solid judgment and

decision-making abilities. A committed and loyal employee who brings an

exceptionally high level of responsibility, creativity and determination to

any team.

Core Competencies

Ability to effectively communicate issues and resolutions to all

levels of the organization; Strong administrative support

experience; Excellent Communication and Presentation Skills

THOROUGH UNDERSTANDING OF: TCP/IP, MICROSOFT NETWORKING

ARCHITECTURE, PC REPAIR & MAINTENANCE, INTERNET/WEB TECHNOLOGY,

FIREWALL, ACTIVE DIRECTORY, VPN

WINDOWS OPERATING SYSTEMS (WINDOWS XP/ WIN7/WIN 8), SERVER 2003,

2008 R2

MAC OSX, SERVER 2003, 2008 R2

MICROSOFT OFFICE (ACCESS, EXCEL, POWERPOINT, WORD) SHAREPOINT, MS

OUTLOOK, LOTUS NOTES, VISIO, ADOBE ACROBAT, HTML, SQL SERVER,

VISUAL BASIC, TECHNICAL WRITING EXPERIENCE (WEB, BROCHURES,

TRAINING MATERIALS, USER MANUALS)

CLARIFY, SALESFORCE, SIEBEL, FOOTPRINTS, BLACKBERRY WEBCLIENT

ADMIN, BES, BIS, PRINT SERVER, CITRIX CLIENT, VMWARE, LANDESK,

REMOTE DESKTOP

FAMILIAR WITH PRODUCTS AND SERVICES RELATED TO RIM (BLACKBERRY),

PALM AND WINDOWS MOBILE/TABLETS, APPLE DEVICES/TABLETS, DESKTOPS,

LAPTOPS, NET BOOKS, LASER & DESKJET PRINTERS

EXPERIENCE WITH CISCO IOS, CISCO IAD2400, 2950 SERIES

EDUCATION

ITT TECHNICAL INSTITUTE, DULUTH, GA

Associates of Science Degree in Computer Networking Systems

June 2005-GPA of 3.3

Professional Experience

6/2011 - 3/2014 Lawrenceville, GA

Gwinnett Medical Center - IT Analyst

. Windows OS:XP, Win7, Win8, MS Office03, & 07,10 IE7-10

. Responsible for the concurrent implementation, documentation, support

training, and maintenance of the Hospital Information System pursuant

to the assigned applications. Primarily, interface with all users and

act as the liaison between GHS and the current Systems' software

vendor. (McKesson, Horizon)

. Consults with user to identify current operating procedures and

clarify program objectives. Assists users to solve operating problems

via phone or in person. CRM: Footprint

. Oversee installation of various hardware and software via remote tools

or in person

. Provide technical assistance to program users.

. Worked independently with little supervision and knew when and where

to pull in additional resources.

. Work with numerous departments to provide seamless transition to

comfortable usage of new/existing products and service updates.

. Outstanding interpersonal and communication skills (both oral and

written).

. Ability to asses a problem and to coordinate and execute solutions.

. Strong organizational and time management skills; ability to handle

multiple tasks and projects simultaneously.

7/08-9/10

Wireless Generation - Associate Customer Support Analyst

Alpharetta, GA

. Windows OS: Win9X,2000 and XP, Vista, Win7

. Microsoft Products: Office2003 & 2007,IE 7 & 8

. Customer Relationship Management (CRM) experience: salesforce.com

. Supported network connectivity issues related to proprietary and

devices.

. Tier III support providing technical problem resolution.

. Answer all incoming help desk calls, emails. Customer focus and

comfort with proactive escalation of issues, demonstrated

resourcefulness.

. Identify, investigate, and resolve problems in a timely and efficient

manner.

. Assist customers with proprietary client and web installation,

application and end user issues.

. Develop knowledge base articles for products and supporting expertise

in networking computers and services for proprietary educational

support solutions.

. Proven project management skills.

. Knowledge of database concepts, which includes data manipulation and

dependencies.

12/07-6/08

Prince Telecom (Charter Communication) - Retention technician

Lawrenceville, GA

. Excellent customer service skills, worked independently and self

motivated

. Asses and resolve any billing inquires, properly document

collections/data entry

. Disconnection/Reconnection of cable services (cable, internet or

phone) at customer site in timely manner

5/07-9/07

Cbeyond - Tier 1 Technician (Contract call center position)

Atlanta, GA

. Windows OS: NT, 2000 and XP

. Application support for: Outlook, Lotus Notes, Eudora

. Customer Relationship Management (CRM) experience: Siebel

. Troubleshoot VPN and Network connectivity issues

. Troubleshoot advanced product or service issues, creating trouble

tickets within OSS with proper hand-of to T2 resolution.

. Handled customer calls with a positive problem-solving attitude, set

expectations, and routinely met or exceeded QA standard reviews

. Properly document in OSS system call purpose and resolution.

. Properly code trouble tickets using Ticket classification Guidelines.

Utilize online resources such as Cbeyond Online and the KB to resolve

customer troubles.

. Assisted with handling Tier II and supervisor escalation's as a senior

support representative.

. Provide input for troubleshooting scripts and diagnostic tools

. Knowledge of off-the-shelf network management applications

. Experience with high-availability computing, network, and storage

solutions

. Experience in managing both voice and data networks

. Experience with Cisco IOS, Cisco IAD2400 series

. Experience managing IP services such as email and web hosting

. Production Internet services, ASP, CLEC, ILEC

10/06 - 2/07

Cingular Wireless (AT&T) - Support Analyst (Contract call center

position) Atlanta, GA

. Worked with Clarify, Telegence Care, XM Provisioning, PMC Tracker,

Snooper

. Windows OS: 2000 and XP

. Customer Provisioning in Oracle CRM

. Xpress Messaging migrations, activations, user name changes, and

number swaps

. Assisted with verifying customer has correct APN's in Snooper

. Provide technical support for RIM devices 957, 950, 7290, 8700

. Desktop manager reload system software, backup and restore,, and

IntelliSynch

. Handled blackberry handheld connectivity and synchronization issues.

. Helped diagnose issues that required escalation to RIM

. Provide technical support for Goodlink

. Troubleshooting/Setting up POP3, IMAP, and Exchange in BWC

. Worked daily to resolve BWC issues on both Mobitex and GPRS RIM

Blackberry Handhelds

. Updated PIN and IMEI numbers in BWC and diagnosed service book issues

. Assisted customers with Enterprise Activations on BES

. Diagnose issues with BES and route/solve accordingly

. Met Cingular PMC QA expectations on a regular basis

. Provided thorough assistance and strived for one call resolutions to

customer issues, responsible for diagnosing and documenting customer's

technical issues and accurately logged customer interactions in

Clarify

. Responsible for differentiating different Cingular Products and

routing customers to proper department

. Accurately verified customer information according to PMC Validation

Guidelines

07/05 - 6/06

State Farm (Spherion) - Support Center Technician (Contract call center

position) Duluth, GA

. Provide first contact technical support for State Farm proprietary

software applications, hardware, misc. software, procedures, password

resets, etc. via the telephone, remote access and/or email.

. Supported Windows based laptops and supported peripherals, IBM

Thinkpads T42,T43,

. Supported HP DeskJet and Laser printers USB and serial connections

. Troubleshoot wireless network connections/settings (TCP/IP, etc)

. Responsible for diagnosing Windows Server 2000 issues

. Windows XP, Win95, WinNT, 2000, LAN's, MS Office2000, Exchange and

Internet Explorer 6

. Responsible for diagnosing and documenting customer's technical and

"How To" problems and resolving, escalating or assigning problems to

the appropriate area

. Provided remote support via internal remote control tool

References available upon request

Contact this candidate