Customer Service Software
Resume:
CANDICE L. THOMPSON
Self-Motivated, People Person, Quick Learner, Detailed Oriented
**********@*****.***
OBJECTIVE
Seeking a challenging position that offers opportunity to utilize my customer service, sales and computer
skills in a company that will allow advancement and growth.
EDUCATION
Obtaining Bachelors of Science in Computer Information Systems
Strayer University, Greenville SC 29615
Senior
(Expected Graduation Date 11/2010)
Associate of Applied Science in Computer and Information Science
Major: IT/Networking
ECPI College of Technology, Greenville SC 29615
Graduated in 11/2002
EXPERIENCE
Software Support Specialist Activant Solutions Nov 2006 to Jan 2009
• Troubleshooted complex ERP (Falcon and Eagle) and Document Imaging Software application issues
• Remotely maintained and upgraded clients Document Imaging software
• Documented client's case history using Oracle CRM
• Migrated Imigit software from old to new servers
• Provided end user training of software as needed/requested via web based using PCAnywhere, TeamViewer or
Bomgar
• Configured Mappoint to work with Nextel GPS system for Dispatch and Delivery Service Software
• Routinely installed latest software patches for all proprietary applications
Systems Technician ACS Nov 2002 to Jan 2006
• Responsibilities included providing technical support to 30+ users
• Purchased and renewed licenses for all software for desktops and servers
• Performed MS Office desktop upgrades
• Created an internal helpdesk form in Access for employees to access on network
• Troubleshooted printers, logon issues, and resetting passwords
• Logged helpdesk calls through HEAT, solving end user issues and closing out tickets
• Maintained current virus definitions on servers, workstations and removing
viruses from infected computers
• Monitored network traffic and upgraded network Infrastructure
• Planned, implemented, and deployed new Windows XP desktops to all users
• Implemented and designed Active Directory structure
• Performed quarterly upgrades to the financial software EBMS on servers and workstations
• Upgraded servers from SQL 7.0 to SQL 2000
• Installed printers on network using HPJetAdmin software
• Changed backup tapes daily and restored files from backup at user’s request
Leader Development-Customer Service Rep MCIWORLDCOM June 1996 - Aug 2001
• Coached new hires in transition bay on how to login, access resources and
configure their desktops using Windows NT
• Analyzed statistical reports and used Microsoft Word/Excel to create
action plans for representatives to reach the center goals
• Assisted mentor supervisor in daily administrative tasks; which included
printing stats, monitoring calls, and creating contest
• Trained various teams on the company calling plans and products
• Upsold add-on services, calling plans and local phone service
Awards and Recognition
-Club MCI Winner 7 times (awarded to Top 10% CSR’s in the center for sales).
-Nominated and Appointed to MCI’s first High Performance Team.
-Ovation dinner with the Center Director.
COMPUTER SKILLS
• Microsoft Office 2000/2007/XP (Word, Excel,
PowerPoint, Outlook)
• Windows 2000 Professional
• MS Publisher 2003
• Windows ‘95/’98
• Windows XP/Vista
• Internet Explorer 7.0
• Access 2003 Advance Programming
• Windows NT 4.0
• SQL Server 2000/2005
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