Customer Service Engineer

Megan Tennille Moore

****-********** *****

Raleigh, NC 27612

919-***-****

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

Objective:

To obtain a position as a member of your Technical Support team that

utilizes my skills, work ethic, achievements, and no-nonsense negotiating

abilities.

Technical Skills:

. Experience with Microsoft Office 2003 & 2007, DOS, Windows NT, 1998,

ME, 2000, XP, Vista, and Linux

. Assisted with group projects to develop a Virtual Private Network

. Group leader in configuring Cisco routers, switches, and firewalls

. Managed a secure network with multiple hacking tools and security

analysis

. Upgraded security logs, created a security policy, upgraded computers,

and active directory

. Changed desktops into functional routers, set up scopes and super

scopes

. Group leader in setting up Active Directory and managing users,

passwords, security, assigning permissions, and setting up firewalls

. Exposed to the command-line on many IP addressing issues, navigated

and learnt command-line protocols

. Worked with Point-to-Point Protocols and tunneling

. Experience with Telneting, Pinging, Addressing, Setting up Hostnames

and Passwords on routers & switches, Setting up Physical Layer, RIP

version 2, and clock rates

. Developed and implemented network scripts

. Learned Novell setting up users, passwords, and permissions

Work Experience:

Hill-Rom- (contracted by TekSystems) Cary, NC Jul

2008 - Present

Product Quality Representative Tier 1

. Responded to email and web inquiry queues.

. Accurately ascertain and document the priority of the customer issue.

. Troubleshot issues, leveraging product expertise, critical thinking

skills, and remote access and Knowledge Base tools to attempt real-

time resolution.

. Escalated and hand off issues outside of known issues boundaries to

Product Quality Analysts for resolution.

. Determine the appropriate technical staff to resolve customer issue

and route appropriately.

. Worked with Product Quality Analyst to ensure that customer's issues

are being addressed.

. Identified and monitor metrics that would assist the customer support

organization in increasing customer satisfaction.

. Processed and documented part orders within compliance of quality

system and department polices and procedures.

. Escalated customer satisfaction issues to senior staff or management

for resolution as necessary.

. Trained New Hires on JDE Edwards Software, CRM BOS(Ticketing System),

proper usage of Nortel Phones, and basic Tier 1 trouble-shooting

. Created manuals for Tech Support JDE Edwards Ordering Manual & Tier 1

Product Quality Analyst Manual

BB&T Bank- (Contracted by Manpower) Wilson, NC Jan

2008-Mar 2008

Client Server Engineer I - Intern

. Imaged computers with different loads & built new branches

. Helped in managing the network connections

. Had individual assignments and filled PC request for a variety of

branches

. Troubleshot server, printer, PC, and network issues with Field Techs

. Worked in a Help Desk program called Peregrine, which managed the

tickets that came through the database

Staples- Raleigh, NC- Garner, NC Feb 2007-Mar

2008

Copycenter Associate/Sales Associate

. Answered customers on questions about routers, computer software, and

hardware issues

. Graphic Art Designing, stocked office supplies, and repaired machines

. Assisted customer's at the Customer Service Desk

Education:

Associates Degree, IT Networking & Security Management (April 2008)

ECPI College of Technology in Raleigh, NC

. GPA: 3.35

. Perfect Attendance

. Academic Achievement

. Dean's List

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