Project Manager Customer Service
Resume:
Union, SC *****
********@*******.***
Information Technology professional with a strong combination of business
experience and hands-on technical skill. Experienced in database
administration, design and analysis and project management. A self-starter
dedicated to client satisfaction and managing projects in a timely and
efficient manner. Adept at crisis management, trouble-shooting, problem-
solving and negotiating.
EDUCATION
Webster University ( Columbia, SC May 2009
Master of Business Administration (GPA 3.5)
University of South Carolina ( Columbia, SC December 2005
Bachelor of Science in Technology Support & Training Management
-Dean's List
COMPUTER SKILLS
Windows 95, 98, 2000, 2003, ME, NT, XP
Programming: Visual Basics.Net, COBOL, HTML, Oracle9i: SQL
Software: Microsoft Office 95, 97, 98, 2000, 2003, XP, Outlook, Microsoft
Project Manager, Crystal Reports XI
End user support ( Computer Information Security ( Records Management
Corporate Training & Development ( Database Administration, Design and
Analysis
Hardware/Software configurations ( LAN/WAN configurations and setup (
TCP/IP and MAC address configurations
PROFESSIONAL EXPERIENCE
Brown Mackie College - Greenville, SC April 2010 -
Present
Systems Support Technician
. Analyze and diagnoses computer software/hardware/network problems and
initiates corrective action
. Perform in-house computer repairs as possible, including adjustments
and parts replacements; coordinates service by outside providers as
necessary
. Set up new systems and equipment; reconnects equipment after
maintenance and repair has been completed
. Install computer software and helps in any software distributions and
software troubleshooting
. Provide technical guidance to faculty, staff, and student
. Deliver technical support to all multimedia rooms and computer labs
. Help to move computer equipment as needed
. Setup new computer equipment and test data ports for connectivity.
. Setup and configure laser printers for the network
. Provide support for all switches and routers while ensuring
information system security
Brown Mackie College - Greenville, SC November 2009
- Present
Instructor
. Educate undergraduate students by presenting lectures on the subject of
the personal computer, its history, and its current relevance in the
business world
. Familiarize students with an operating system, software applications
such as Microsoft Office Word, Access, Excel, and Powerpoint as well as
presenting an introduction to the Internet
. Provide staff with support via in-service workshops and one-on-one
instruction to facilitate their use of computers for classroom
management and for implementation of curriculum
Kandice L. Smith / 864-***-**** / ********@*******.*** / page 2
Acentron Technologies, Inc. - Greenville, SC July
2009 - October 2009
Helpdesk Specialist
. Contracted with Advance America to answer incoming calls, providing
first level support resolving known issues using the HEAT Knowledge Tree
. Consulted with a Level 2 Analysts for resolution where information is
not available in the HEAT Knowledge Tree
. Accurately and consistently logged all problems utilizing HEAT call
management software, initiating an incident ticket to track each problem
and escalate the problem to Level 2 analyst when necessary
. Followed up on open issues to ensure adequate resolution on software
issues and installation of replacement hardware components
Aerotek - Charlotte, NC September
2007 - January 2008
Business Analyst
. Contracted with Bank of America to collaborate with team members to
complete requests and implementation
. Worked with case analysts and legal department to compile cyber forensic
evidence using eDiscovery applications
. Extracted data from client computers and converted files with Microsoft
Office Outlook in Citrix program
. Performed data analysis from multiple databases and systems
Connextions - Concord, NC November 2006
- August 2007
Technical Support Representative
. Responded to inbound customer technical calls and emails technically
related to compatibility, installation, usage, firmware upgrades of VOIP
systems with Vonage customers
. Provided troubleshooting for Small Office/Home office (SOHO)
configurations, TCP/IP connections, and installation of routers,
switches, hubs, and Cable/DSL modems
. Documented client calls and researched technical issues using FAQ's and
web, and resolved client issues
. Identified degree of customer's technical knowledge and adjusted problem
solving communications accordingly
. Promoted company products by up-selling additional products and services
to meet customers needs
. Achieved and maintained performance standard: average handle times,
call quality, customer satisfaction
Verizon Wireless - Columbia, SC February 2006
- October 2006
Customer Service Representative
. Processed high volume of inbound customer calls
. Researched and resolved billing and service equipment issues
. Analyzed customer concerns and returned calls to ensure superior
results
. Oversee all team members data products training
. Provided information on products and services
INTERNSHIP
USC (Office of Technology Resources) - Columbia, SC May
2005 - December 2005
Systems Support Technician
. Managed Novell client network for GroupWise user accounts
. Assisted faculty members with troubleshooting for new computer systems,
software programs, and user accounts
. Provided user support service for school administration and classrooms
by performing first level PC maintenance and troubleshooting network
problems
. Installed new computer systems, peripheral devices and software
applications
. Formatted and removed hard drives
. Transferred files from user accounts to network server
. Performed application backups and prepared documentation to maintain
application and curriculum software
. Identified, defined and categorized network environment problems and
made recommendations to college Director on the repair or replacement of
hardware
. Stimulated or recreated user problems, as requested by Network Services,
to resolve operating difficulties
. Corresponded with Headquarters' Network Services, MIS, and/or third
party service/warranty provider to restore service and correct core
problems
VOLUNTEER EXPERIENCE
Adopt-a-Highway
March of Dimes
Stork's Nest
PROFESSIONAL AFFILIATIONS
Zeta Phi Beta Sorority, Incorporated
( Chapter President (2005-2006)
( Chapter Vice-President (2003-2005)
Kandice L. Smith
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