Customer Service Technical Support

**** ***** **** **. ********* GA *****

E-MAIL **********@*******.*** 404-***-****

CHERIE SCRETCHEN

OBJECTIVE AND SKILLS

To obtain an entry level position in the Information Technology field where my education and

work experience will be used to their full potential. I am a quick learner with strong working

knowledge of hardware, software, networking & operating systems. Proven ability to diagnose,

troubleshoot, and resolve technical problems. I am well organized and have the ability to follow

instructions well and make decisions with no supervision. I have effective problem solving skills.

Thrives as a team player in a fast-paced, high-energy, change-oriented environment.

EDUCATION

Tennessee State University, Nashville, TN

B.S. in Computer Science, 12/2007

RELATED COURSES

Management Information Systems Computer Network Management

PC Networks Assembly Language

Network Security Administration Event Driven Programming

Relational Database Computer Network Architecture

Business Application Development Data Communications

MAJOR ACADEMIC PROJECT

Designed a multi-robot cooperation system, which enabled heterogeneous mobile robots to share

their hardware resources to perform a task. (C#)

TECHNICAL SKILLS

Windows 98/2000/XP/Vista, Microsoft Office 2003/2007 (Access, FrontPage, Excel,

PowerPoint, Word, Outlook), C#, C++, Microsoft Visual Studios.NET, HTML, TCP/IP,

LAN/WAN, Networks, Routers/Wireless Router, Modems, IBM Laptops/ Desktops, Hard Drives,

Memory, CD-ROM, Adapter Cards, PC Troubleshooting

WORK EXPERIENCE

APEX SYSTEMS/COMPUCOM/DELL (2 Month Contract) Atlanta, GA May.2009-July.2009

PC INVENTORY SPECIALIST

Perform physical inventory of assets for the State of Georgia. Responsible for collecting assets

numbers and serial numbers for all personal computers (laptops, desktops, and tablets), printers,

monitors, tower servers, and firewall appliances. Run Dell Software Application on each

computer, where application is not installed, manually install program. Maintain compliance

with CompuCom and Dell standard operating procedures.

COMPUTER GENERATED SOLUTIONS IBM/LENOVO Atlanta, GA April.2008-March.2009

TECHNICAL SUPPORT REPRESENTATIVE

Provide timely, courteous helpdesk technical support, troubleshooting computer

hardware/software issues via phone for IBM/ Lenovo customers. Accurately analyzes, and

resolves computer related issues including hardware, software, and network connectivity issues.

Provides quality support for a broad range of issues. Strive for a break/fix resolution where

possible, where break/fix is not possible, determines a part and/or Technician are necessary for

an onsite repair. Documents, tracks and monitors the problem to ensure a timely resolution.

Ability to multi-task in a high-volume call center environment. Provides the highest level of

Customer Satisfaction by ensuring efficient and timely responses to issues and claims while

maintaining a professional and positive demeanor at all times.

ECKERD Nashville, TN April.2004-Feb.2008

FRONT END ASSOCIATE

Ensure that each customer receives outstanding service by providing a friendly environment,

which includes greeting and acknowledging every customer, maintaining outstanding standards

and all other aspects of customer service. Accurately and efficiently ring on registers and

accurately maintain all cash at the register. Stock shelves with new products and set up seasonal

displays. Assisted Pharmacy with duties, when under staffed. Demonstrated ability to tactfully

resolve irate customer concerns. Ability to communicate with associates and customers.

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