Customer Service Quality Assurance

Anne Deal

**** ********* **.

Raleigh, NC *****

Phone: 919-***-****

Email: **********@*********.***

Career Summary:

. Extensive experience in PC software installation, setup,

configuration, and employee training on desktop applications.

. 5+ yrs. Customer Service

. 2+ yrs System Administration Support

. Ability to work as a team player and as an individual

. Familiar with PC's, Web Servers and Mainframes and how they interface.

. Currently have a Justice Department Security Clearance.

. Web Master for non profit organization

. SME - Subject Matter Expert

Technical Skills:

Networks: TCP/IP, PPP, LAN/WAN

Operating Systems: NT 4.0, Win 95, Win 98, Win 2000, Win XP, Win Vista

Software: Remedy, Outlook Lotus Notes, IE 4, IE 5,

IE 7, IE 8 MS Office 95/97/2000/2003 DOS

Adobe Standard, Adobe PhotoShop, Access, HelpStar,

Software Planner Enterprise

Hardware: ISA, Hayes Smart Modems, HP Laser Printers,

Routers, HUBs, IDU's, PDA's

Remote Tools: SMS, PC Anywhere, Telnet, Terminal Services

Salary Requirement: $40,000 +

Employment History:

RMS (Residential Management Services), Raleigh, NC (12/08 - 4/10)

. Quality Assurance software testing for web based software development

company

. Writing test scenarios for new releases, function specifications, and

defects, then testing prior to the release.

. Write defects and function specifications, then testing after the

developer had made their changes.

. Work directly with developers for the new releases, function specs and

defects.

. Test all updates, upgrades, new functions on all 7 different browsers.

American Institute of Applied Science, (Sirchie Fingerprint Labs)

Youngsville, NC (5/07 - 12/08)

. Administrator for correspondence school

. Administrative duties such as registration of new students' print and

mail all materials, keep students' grades up to date in Access.

. Any other needed miscellaneous administrative work

. Put all quizzes on Moodle web site and maintain web site.

EDS (Electronic Data Systems), (US Postal Service) Raleigh, NC (10/02-

4/04)

. Provide 24/7 Customer Service for over 50,000US Postal customers,

also SME

. Troubleshooting MS Office Suite and Proprietary software,

networking and hardware

. Used remote tools: PC Anywhere, Terminal Services and SMS

EDS (Electronic Data Systems), (US Postal Service) Raleigh, NC (9/00-

4/02)

. Provide remote administration of 7200 NT PDC's, BDC's and 2000

servers, Backup and Restore

. Administer Level 2 support for five National Application Servers

. Troubleshoot network connectivity between the servers, hubs routers

and IDU's

. Tools used include SMS, Terminal Services and PC Anywhere

Eliassen Group, Raleigh, NC (Contract with IBM) (11/99-9/00)

Level 2 Software Applications Specialist

Provided support for 3rd party software technical support - this

application runs on top of Windows NT translating IBM's grocery store

application to Windows NT environment

EDS (Electronic Data Systems) (US Postal Service), Raleigh, NC (04/98-

11/99)

System Administrator-Tier2 Desktop Support

Supported Tier2 desktop for the below information along with technical

support for five other web based applications.

Business Analyst

. Technical support 24/7, via telephone for over 50,000 US Postal

customers, and US Postal Service applications.

. Application support included NT web based, Win95/NT, LAN/WAN, and

mainframe components.

. Delivered hardware and software application support, included

monitoring and troubleshooting dialup configurations as well as TCP/IP

configurations.

. Researched and analyzed issues with end users, software/server,

hardware, and WAN connectivity.

. Acted as a liaison between the second level support and the team for

additional problem solving issues.

. Resolved security issues with login identification's and passwords.

Education

Attended NCSU majoring in Business

Attended Peace College majoring in Business

Continuing Education:

Certificate of Completion from Productivity Point International's MCSE

night track

Microsoft Certified Professional Certification 3/99

Taking Online classes for Web Technology Assoc. Degree at VGCC and NCSU

Awards and Achievements

Received numerous awards for outstanding achievement outside of the job

requirements

President of the Franklinton Chamber of Commerce

President of American Legion Post 187 Women's Auxiliary

Board of Directors for Rolling Thunder NC Chapter 7

References

Upon request

Contact this candidate