Customer Service Software

Shakkia walker

*** ******* ** • CLover, SC *****

phone 980-***-**** • Email: **********@*****.***

Software/Desktop Specialist

Career history of providing fast support, determination, and thorough analysis to callers that need assistances with technical

support. Proven ability to provide clear answer to non technical customer questions and implement process improvements.

Superior customer service skills with the ability to balance technical support with interpersonal rapport. Technical

sophisticated information technology specialist with solid experience with supporting software/hardware systems and

performing equipment upgrades under adverse conditions.

SUMMARY OF QUALIFICATIONS

Excellent knowledge in computer hardware, software and peripherals such as central processing units, servers, monitors,

cables, network systems, printers, and modems.

Extensive abilities in operations and technology related to business and administrative applications and related hardware

and software.

Updated knowledge in current technology related to modern applications, networks and telecommunications and the

equipment and software required to maximize system support.

Highly experienced in procedures for installing, configuring, upgrading, troubleshooting and repairing applicable

software, hardware and peripherals.

Excellent communication and interpersonal skills

WORK EXPERIENCE

Santander Consumer USA Fort Mill, SC October 10 – Present

Distributed System Support III

Performs a variety of administrative and technical work related to the coordination, control and maintenance of personal

computers, thin clients, printers, telecommunication devices and other IT related hardware within the organization to insure

compatibility and integration with IT strategies.

Provide timely and effective status updates to customers

Knowledge of the variables determining priority/severity of a call

Monitor the service desk workload and prioritize trouble tickets to effective use time

Analyze major incidents or service desk problems and research solutions

Develop, test and implement solutions to unique or unusual problems detected during troubleshooting

Document and communicate problems, solutions and the implementations process

Established troubleshooting guidelines and procedures and ability to use them

Set up and document new troubleshooting procedures

Schedule and prioritize work to accommodate IT and customer needs while minimizing impact on current projects

Design and help with installation of network cabling

Imaging HP Thin Clients using Altiris

Orangeburg Consolidated School District 5 Orangeburg, SC August 06 – August 10

Software/Desktop Specialist

Shakkia walker

109 Bratton st • CLover, SC 29710

phone 980-***-**** • Email: **********@*****.***

Provide first level technical support for staff supporting 1,000+ employees throughout the school district. Troubleshoot

hardware, software, and connectivity issues for Windows XP and mainframe environment. Additional help support

voicemail and novell systems. Troubleshoot and resolve computer problems; build and upgrade systems; install software and

perform general maintenance for clients; assist company owners and department heads in determining hardware and

software requirements and making purchases; and tutor clients on use of hardware and software. Delivered setup and

networked computers system on Windows XP throughout the school district.

Created images for HP and Lenovo desktops and laptops

Imaging HP and Lenovo desktops and laptop using Ghost

Train teachers how to utilize the Intelliboard, IPM board, and Hitachi board

Install Intellibaord/IPM/Hitachi software onto teachers laptops

Enter in trouble tickets called in by users

Reset voicemails for teachers

Improved clients’ operations by completing a wide scale replacement of out dated work stations and servers;

upgraded operating systems from Windows 98 to Windows 2000 / XP Pro; transferred all data files to new PCs,

keeping desktop preferences intact

EDUCATION

Claflin University Orangeburg, SC

May 2006

BS: Computer Science Minor: Mathematics Graduation Date:

SKILLS

Software: Microsoft Office 2003/2007, Microsoft Access, Crystal Reports, QuickTime, Trend micro Antivirus,

Symantec Antivirus, Adware Spybot, Visio, Altiris, Kronos Novell Client and Zenworks

Hardware: HDD motherboards, RAM processors, video cards, Lenovo and HP PCs, Thin Clients, Brother and HP

Printers

Operating System: Windows XP, Windows Vista, Windows 07

Certificate: MCSE (Windows 2003) One more class to finish

Contact this candidate