Technical/Management

Lenda Minor

********@*****.***

WORK EXPERIENCE

Technical Support Associate

Adecco/ H.P. Contractor -Tulsa, OK -February 2014 to May 2017

Responsibilities

Provide IT Technical Support for American Airlines Employee at all airports and offices. Shadowed new

Employee’s transitioning from training into the helpdesk. Transferred into software support for American Airlines and US Airways employees.

Accomplishments

Ranked top performer within three months of employment as contractor at H.P.

Custodial Janitorial

Facilities Performance Group (FPG) -Tulsa, OK -May 2016 to June 2016

Provides full service custodial, maintenance and industrial cleaning services to various industries including Aviation at Tulsa Airport. Clearance to work on both secure and non-secure side of the airport. Duties cleaning restrooms, offices, carpet, vacuuming, metal and window cleaning. Trash removal, upholstery cleaning, both Departure and arrival areas.

Customer Service Representative

Avis Budget Group -Tulsa, OK -August 2012 to February 2014

Handle inbound phone calls regarding customer rentals. Negotiate and resolve customer issues, complaints, and book truck reservations from over call overflow from the reservation office. Achieve and maintain performance expectations of a statistical and qualitative nature which includes professional and efficient. Handling of the customers call and accurate completion of the administrative and follow up duties when required.

Technical Support

Siwel Consulting -Tulsa, OK -May 2010 to July 2012

Provide technical and customer service support for Verizon employees, and commercial accounts. Work daily with all commercial account, troubleshooting, software, hardware, networks, routers, active directory. Remote into clients computers, install, remove software. Dispatch and route to proper regions for local IT Techs. Work email queue for Major account. Trained for Manager on Duty.

Monitored Email, and queues to insure tickets are worked before paging.

Provided technical support for all commercial accounts in a Tier 1 position.

Technical Support Representative

Alorica -Tulsa, OK -December 2007 to September 2010

Diagnose and resolve any brand of computers and printers.

Restage computer, troubleshoot routers, phones or any electronic device.

Analyzed, examined, and evaluated open and closed customer pending

Cases. Set up dispatches for repairs, request for gift cards, cash back, or even exchange for products.

Technical Support/Tier

Decision One -Tulsa, OK -July 2004 to December 2009

Tier 1-2 -3

Analyzed to resolve hardware and software problems plus connectivity issues.

Dispatched techs for repair or escalated connectivity or hardware failure.

Trained employees to support guest in hotel room or business

Center’s using internet or VPN connection.

Volunteered and assisted the Accounts Receivable department in resolving past due customer accounts.

Worked both inbound and outbound technical support.

Demonstrated dynamic professionalism in communication and interpersonal skills, written and oral.

Technical Support/ Tier

Sabre Inc. -Tulsa, OK -July 1994 to July 2004

Tier 1-2-3 Support

Extensive background in technical and customer service support at

SABRE, the world's largest airline reservation system.

Collaborated with management and recruiter's in processing new

Applicant’s for hire. Tested beta products and submitted reports back to engineers.

EDUCATION

Associate

Connors State College

SKILLS

Microsoft applications, service center, printers, computers, networks, lan and wans, routers, isp, servers, Remote access software and hardware.

ADDITIONAL INFORMATION

Extensive experience in technical, customer service and management skills. Superior problem solver, effective sales skills in computers and advertisement. Greatest accomplishment is being a Founding member of a Support Team Council to establish guidelines to allow employee's a chance to use skills, hidden talents, volunteer for projects and for career advancement. Also created a tool to help in training, to market new products being released. The Support Team Council help with the creation and guidelines for an online documentation system for training new hires and a daily tool for troubleshooting with customers and field technicians to utilize.

• Quality Thorough Leadership Representative.

• Product Support Team Representative.

• Employee Mentor and Q and A Monitor.

• Collaborated with programmers in design and debugging of a network.

• Interview Panel Member for new hire, internal for supervisor and manager positions.

• Maintained an inventory of 2,000 pieces of equipment.

• Approved contracts for lease or purchase of computers through Tandy/Radio Shack Corporation.

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