Customer Service High School

TERISH RENAE COPELAND

P. O. BOX ***

NEWNAN GA **264

CELL 678-***-****

OBJECTIVE To obtain an entry-level position in your company with an opportunity for future

advancement.

EDUCATION Woodbury High School, Woodbury GA; College Prep Courses; Graduated 1984.

Flint River Tech College, Thomaston GA; Information & Systems Tech; Graduated

1995. LaGrange College, LaGrange GA; Major-Business & Minor-Computer Sci.;

2000-current.

EMPLOYMENT InterfaceFLOR, Newnan GA; Help Desk Analyst/ Info Syst.; Feb. 11, 2008-Dec.

30, 2008. Duties: provide 1st level phone and on-line end user support for problems/

requests and questions from Interface associates on PC hardware/software/networks/data

and voice communications/printing/servers/ AS400 connectivity and application issues.

Perform 1st level problem determination/resolution on many of the user reported issues,

documents the problems and requests for tracking/reporting in the Helpdesk ticketing

system, and assigns problems and requests to other IS technical resources for escalation

and/or further analysis/resolution when required. Perform end-user administrative tasks

on Interface systems, creating users and assigning security as approved. Provide

excellent verbal/oral communication skills, excellent analytical/problem solving skills,

quickly identify issues and resolves a monthly average of 65% of first-contact customer

calls. Hands on experience working with the internet and workstation network

configuration and troubleshooting to provide the 1st level support. Monitor IBM servers

for warnings and alerts. Disabled terminated user ids. Created network

drives/personalized log in scripts for new users. Created and granted access to network

drives/groups on servers for users. Created/reset SameTime Instant Messenger user

ids/passwords for Lotus Notes. Created/reset/disabled Lotus Notes user ids/passwords.

Reset AS400 passwords. Reset E1-JDEdwards People-soft passwords. Provide hard-

drive passwords. Manually map network drives. Remote Assistance in to desktop or

laptop to troubleshoot VPN issues/ wireless connections (Cisco Systems)/add network

printers for user. Troubleshoot Blackberry cell phones. Ghost/reimage laptops for

terminated/new users. Complete Coord. Equip. Return tracking procedures for

terminated user laptops/printers/monitors and lease-end contract.

Wal-Mart Distribution Center, LaGrange GA; Data Process/Syst. Information Central; Jan. 23,

2001-Nov. 24, 2006. Duties:

customer service, prepare reports/labels/spreadsheets for management,

troubleshoot/network computers by working closely with Unix/IBM/NCR/Control Room

and Bentonville (home office) for printronix/mainframe/system issues, use skills to ensure

efficient operation of all data systems, resolve all system/system hardware issues that

may impact either the warehouse operations or store services, accurate data entry,

knowledge of Novell Systems and most computer software, excellent

computer/communication/organizational skills, train co-workers, create/reset user

ids/logins/passwords.

REFERENCES AVAILABLE UPON REQUEST.

Contact this candidate