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Technical Support Help Desk

Oroville, California, United States
May 19, 2017

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Susan D. Hines

Oroville, CA *****

Phone 530-***-****

Experience - Technical Customer Service professional with a varied background in technical implementation and problem solving. A fast learner with strong analytical skills, a drive toward organization and improvement.

● Served on the Kohl’s Department Stores Enterprise Operations Desk as an employee and as a consultant with the following companies:

CrossCom National, Inc / Kohl’s EOC Store Support and VIPs (2014 - 2017)

Kohl’s Corp Associate EOC Stores and Corporate Support (2007 - 2014)

TekSystems / Technical Support Analyst (2006 - 2007) Supported store hardware, software, also processes and procedures. Supported Corporate Executives hardware, software and all process procedures.

● Liveops, Independent Agent (2005 - 2007)

Self employed: Agents took calls from consumers wishing to buy product from TV Ads and other forms of advertisements. Agents also performed follow up calls to close the sale not successfully closed by other Independent Agents.

● Technical Support Analyst at GE Medical Companies L1, L2 and L3 (1999 - 2005) Provided various levels of support to GE Medical Companies via a number of consulting agencies. The agencincies and assignments follow:

Employer: G E IT Solutions / Project: e2K Migration. Served as the Lead L2 Analyst supporting the migration of 23,000 potential callers to the new email servers and client configuration. Spearheaded the process to migrate 500+ kiosk user for the same.

Projects: Amersham War Room. Implemented Help Desk for the migration of the newly acquired company. Instrumentarium War Room. Served as L2 Analyst for the migration of newly the acquired company. Dell Proactive HDD Replacement Project. Coordinated the replacement of 4,600 HDD for GEMS Laptop users. Established and supported the Help Desk for the project. Served as Bench Tech at the deployment center between the above projects.

Employer: Manpower Professional: GE Medical Level 2 Help Desk

Employer: Keane, Inc: Project: GE Medical/GECSI L1, L2 Help Desk (3 years) Education / Training

Novell Network Administrator (CNA) / Network Engineer (CNE) - Certified Brian Institute - Diploma Data Processing / Computer Programming Awards Examples

Kohl’s - Various’ ‘Recognizing Greatness’ and ‘Yes You Did’ from customers. GE Medical - ‘Outstanding Service and Support’ 2003 Keane, Inc - ‘Keane Core Value Client Success’ 2001 Community Churches - ‘Recognitions for Volunteer Service’ 2004, 2003, 2002 USPS ‘Perfect Attendance’ 1988

References provided upon request.

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