Customer Service Technical Support

MARIA L REY

**** ********** **** ****** ● 216-***-****● **********@*****.***

INFORMATION TECHNOLOGY CONSULTANT AND CUSTOMER SERVICE

Use my experience to obtain a position as a support specialist and direct, set up, arrange and execute the policies and measures that help an associations personal computer and network support services.

PROFESSIONAL EXPERIENCE

Logion Consulting 2011-2017

Independent Contractor

Met with clients to determine requirements and to define the scope of a project

Clarified a client's system specifications, understanding work practices and nature of business

Identified and defined software, hardware and network requirements.

Applied understanding of computer software and hardware to diagnose problems, determined appropriate course of action, and provided complete follow-through to successful resolution with ongoing technical support.

Developed agreed upon solutions and implemented new systems and presented solutions in written or oral reports.

Upgraded computer systems and purchased new systems where appropriate. Configured, tested and installed computer systems and peripherals. Performed onsite repairs and coordinated vendor support for more critical repairs

Provided in-depth support on Windows applications, network connectivity, user accounts, network printing, and any other hardware/software issues.

Maintained an accurate inventory of technical equipment, including system and software configurations and network addressing

CampusEAI 2010-2011

Accounts Relationship Manager

Operated as Team Lead for American team of Assistant Accounts Relationship Managers

Held 40+ international accounts and was lead contact for any and all matters specific to my accounts

Managed high severity requests and handled escalations as needed

Had highest turnover rate of bringing “red” clients into green status

Negotiated contracts and closed agreements to maximize profit while developing a trusted advisor relationship with key accounts

Ensured the timely and successful delivery of solutions according to client needs and objectives

Communicated clearly the progress of portal development and prepared reports on account status

Identified opportunities within territory and collaborated with sales teams to ensure growth attainment

Sherwin Williams 2007-2010

PC Config Lab Coordinator, August 2009 – May 2010

Trained new employees on PC Configuration Lab processes

Used Clarify to create, monitor and coordinate cases dispatched to the Lab from Client Interfaces

Created a detailed process from creation of Hardware/Software Procurement or case being dispatched to PC Configuration Lab to delivery and/or installation of device and/or hardware

Dispatched cases and assigned coordinating tasks to PC Lab technicians as well as monitored technician’s documentation and communications with end users

Client Integrations, April 2008 – August 2009

Led team in LANDesk conversion projects for Bedford, Ontario, and Canal Road facilities and acted as lead contact for the Ontario and Dallas facilities

Created Application Deployment website (SharePoint) for use by Client Integrations and Interfaces Teams to better assist end users in PC Support/Help Desk environment

Published key metrics for the Client Integration group using the reporting features of the LANDesk Management console

Acted as primary coordinator for the Safeboot project

National Sales Meetings 2009 worked closely with Project Manager to keep the ball running, not only smoothly, but, well ahead of previous year’s schedule.

Conducted administrative tasks and queries in LANDesk Management Suite 8

Corp IT PC Support, July 2007 – April 2008

Imaged, configured

and installed new computers for corporate users and shipped systems to users located outside of Headquarters

Utilized web designing skills and knowledge of HTML design to work in and design key components of the Configuration Lab’s SharePoint website

Performed the installation, upgrade, and maintenance of software applications and suites; ensured compliance with license agreements and copyright legislation

Provided user support for installed workstations, peripheral devices, and standard software applications; diagnosed and resolved issues reported to the Help Desk within first 48 hours of installation

Maintained an accurate inventory of technical equipment, including system and software configurations and network addressing

Implemented software utilities, installed hardware devices, and developed procedures to ensure the security and reliability of equipment, software, and data resources

Performed assigned responsibilities, duties, and tasks according to established practices, procedures, techniques, and standards in a safe manner and with minimal supervision

EDUCATION

Associate’s Degree - Business Information Systems, Remington College 2006

Associate’s Degree - Computer Networking Technology, Remington College 2009

PROFESSIONAL ORGANIZATIONS/ MEMBERSHIPS / HONORS

2006 Valedictorian

Member of National Technical Honor Society

Featured as a Woman of Influence – Kingdom Magazine, 2/2016

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