Customer Service Support
Resume:
LISA SCOTT
Port St. Lucie FL 34984
Phone: 772-***-**** cell
***********@*******.***
OBJECTIVE
To be an IT Help desk Support/PC Technician working in a multi platform
environment where my experience in help desk support and customer service
will help me to advance as an IT Professional.
QUALIFICATIONS
Experienced in Help desk Support and Technical Support using Track-IT 7,
Remedy, ServicePro, Clarify, and Clientele. Supported the following
applications and operating systems: Windows 2000 Professional and Server
2000, Windows XP, Remote Desktop Support, Email services, LAN/WAN support,
AS/400, Cisco Routers, VPN, VOIP, Citrix, Outlook, Wi-Fi, TCP/IP, DNS,
DHCP and Active Directory.
EDUCATION
University of Phoenix Jacksonville, FL
Bachelors in IT Business Management
ECPI College of Technology Virginia Beach, VA
A.A. in Computer and Information Science, Major - IT/Networking
EXPERIENCE
Help Desk Support (Contractor) 03/2009-08/2009
Cemex, West Palm Beach, FL
Help desk support of Cemex employees with their desktop, laptops and
printers. Provide support for VPN users. Assist users with Web based
applications. Remotely provide support to users and route trouble tickets
to second level support using Remedy 6.03. Manage users account using
active directory. Phone support problem solving system software and
hardware issues.
Information Technology Analyst 08/2007- 09/2008
Jacksonville Sheriff's Office, Jacksonville FL
Help desk and desktop support for JSO Police Officers and employees.
Answered service calls to provide local and remote support to users desktop
computers and laptops. Troubles shoot issues with printers, online
applications, VPN access and password resets. Worked at laptop repair
counter to determine when parts needed to be ordered or reissue of laptops.
Ensured that Officers had access to online applications and are able to
connect to the network via wireless network connections. Created, managed
and disabled users accounts with Active Directory.
WM eCommerce Support Analyst II 04/2007-08/2007
PSS Medical, Jacksonville FL
Worked with vendors to ensure Service level Agreements were met and kept on
the laptops and desktops for the users. Assisted users with VPN access.
Managed the delivery and receiving of parts for laptops and scheduled the
vendor technicians to install the parts for the users. Scheduled
application and system updates for users.
Analyst II-Project Management Consultant 6/2005 - 11/2006
Bank of America, Jacksonville, FL
Coordinates the projects of business clients performing moves, adds and
changes associated with voice/data, hardware/software and new equipment for
internal clients. Assessing incoming MAC (Moves, Adds, and Changes)
project requests assigned priority and determined the most appropriate
vendors to assign tasks. Consulting with business clients to verify what
services, orders and work is needed, then assigns vendors to task and
projects. Serve as liaison between business clients and vendors to
facilitate project completion. Printing and VOIP SME. Used NIKU to keep
track of the work that that was done. Worked with vendors and other
departments to bring new projects and work to our group. Worked on a VOIP
project to bring more work to our department. My role was to research the
business need and create relationships with the different vendors who
worked with VOIP. The project brought about the setup of VOIP phones
projects to our department.
Network Analyst II Lead (Contractor) 4/2005 - 6/2005
Unitrin, Jacksonville, FL
Phone support for internal company users to resolve desktop technical
issues; and follow up of requests for technology services. Assessed all
incoming requests, assign priority and determine the most appropriate
people to assign the request. Conducted data analyst on adherence to
service levels, analyzed service level reports, and developed service level
trend reporting to identify issues and opportunities for improvement.
Maintained quality control of requests, managed issues and escalations.
Technical Analyst II (Contractor) 11/2004 - 3/2005
Winn-Dixie INC., Jacksonville, FL
Trained Winn-Dixie's store employees on POS PC issues, Tomax and Workbrain
applications and time clocks. Implemented application and system upgrades.
Worked issues with Tomax and Workbrain applications to assist with payroll
and scheduling. Maintained and supported POS applications
Technical Support POS Team Lead (Contractor) 2/2004 - 9/2004
IBM, Jacksonville, FL
Determined entitlement for support coverage, provided problem determination
and root cause analysis for internal and external IBM POS and Self-Checkout
customers. Worked service requests in accordance with service level
agreements. Ran reports and queries on stores from database (SQL). Ordered
parts and tracked delivery status for customers and technicians. Dispatched
technicians (using Sevicepro, Remedy and Clarify) and served as a technical
reference point and manager for them in the field. Troubleshoot issues with
customers and technicians on the self check out systems using remote dial-
up and vpn tools. Analyzed system extracts periodically for updates and
review. Trained users on IBM POS and Self-Checkout systems.
Deployment and Orientation Technician (Contractor) 2/2004 - 4/2004
Navy Marine Corps Intranet, NAS Jacksonville, FL
Setup desktop PC, laptops, local and network printer, perphials for NAS
Jacksonville Navy Marine Corps Intranet roll out. Assisted users with
migration of software and data. Trained users on new PC process and
access. Assisted with password resets and email account setup in MS
outlook.
IT Command Support Technician I 12/2002 - 1/2004
Washington Mutual Bank, Jacksonville FL,
Assisted end users with support applications and programs. Problem solving
system software and hardware issues. Answered incoming calls, determined
measures necessary to properly identify issues and effectively transfer or
escalate reported issues. Assisted end user on various platforms from
Windows 95 to Windows XP and VPN access. Escalated and resolved tickets
using Remedy.
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