Customer Service Quality Assurance

**** ******* **** ******, ** ***** Home: 214-***-**** Cell: 214-***-**** Email:

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Lat ricia Jones

Objective

Seeking help desk or tech support position, where proven technical skill and experience will add value.

Superior work ethic, strong customer service skills and accustomed to working long hours in pursuit of

company and customer satisfaction.

Technical Skills/Proficiencies

• Excellent Customer Service experience in call center environment

• Experience troubleshooting and supporting Windows XP, 2000, 98, 95, NT

• Expert experience using and supporting Microsoft Office

• Experience working with VPN

• Experience using Norton Ghost Imaging

• Experience providing excellent Desk Top Support

• Experience maintaining and supporting Seibel

• Experience updating and maintaining Active Directory

• Excellent experience supporting and troubleshooting Outlook 2003

Experience

05/2010-06/2010 OHL / Staff Mark Dallas, TX

Accounts Payable Clerk

Provided administrative support to upper management via drafting all official company

•

correspondence, typing, filing and performing data entry

Responsible for employee time cards and payroll distribution

•

Reconciled daily invoice transactions and entered daily sales into main database

•

Responsible for contacting customers regarding account collections and past due accounts

•

12/2008-04/2009 I ntuit P lano, TX

System Support

• Provide technical assistance on agency issues, services, program(s), and computer hardware and

software via phone

• Troubleshot problems with company networks and peripheral equipment, including troubleshooting

problems with hardware and software

• Acted as a technical resource in assisting users to resolve problems with specialized and dedicated

technology systems; implemented solutions and notified outsource providers as required

• Troubleshot problems with computer systems, including troubleshooting hardware and software, e-mail,

network and peripheral equipment problems; made repairs and corrections where required

07/2008/11/2008 Telvista Farmers Branch, TX

C ustomer Support Tech Advisor

• User rights and permission, disabling and enabling accounts, file and folder permissions and

configuring security templates as per need

• Performed upgrades, installation of software and drivers and essential desktop troubleshooting

• Assisted on on-site visits and hardware troubleshooting and local system upgrades

• Worked with Research and Development department on Quality Assurance

04/2007-11/2007 Deployment Solutions Dallas, TX

System I n tegration Tech

• Remote phone support to on-site technicians installing software at client location(s). Assisted in turning

on Nite Vision Interfaces for Laquinta Inn & Hotels Corp . Provided assistance to local techs with

configuring Digi ports

• Collaborated in the development of in-house development of new Nite Vision software interfaces .

Implemented new feedback system for users concerns, bugs, and defect tracking regarding use and

functionality of new interfaces.

06/2005-02/2007 Dynamex Dallas, TX

Support Services Coordinator

• Provided Level II & III Help Desk Support in MS Windows Environment

• Adding and Deleting users from Windows 2003 Server Active Directory.

• Managed over six Help Desk and Support Services Representatives . Imaging Dell Computers and

Laptops using Norton Ghost. Provided excellent phone support, desktop support, and email support to

all end users and executives.

• Responsible for researching and buying new Technical Call tracking software including its installation

and setup. Answered technical questions regarding software products and their requirements within

related industries. Resetting and changing user password when they are locked out.

• Logged all calls in IHEAT and JIRA. Supervised in deploying Help Desk, including software selection

and development of procedures Worked on the Help Desk to provide support for software, printing, and

network access issues. Provided excellent end user and customer support for entering and preparing

delivery orders online and through DECS

E ducation

South University Savannah, GA Accounting

• Accounting

Guthrie Job Corps Guthrie Job Corps Computer Operations

• Computer Operations

• A+ Certification

Professional Organizations

Sigma Sweet, Inc

Contact this candidate