Sherry L. Tolbert

ac10rm@r.postjobfree.com 803-***-****

PROVEN & EFFECTIVE IT BUSINESS CUSTOMER SUPPORT ANALYLST

More than seventeen years’ experience in all aspects of technical customer support serving as the initial point of contact for internal and external customer/ client issues, questions and concerns. Effectively communicate and resolve technical complicated issues, for a technical and non-technical audience, while following strict requirements and guidelines.

SUMMARY:

Recent Title: Customer Support Analyst II at AgFirst Farm Credit Bank

Location: Columbia, SC

Notes:

Over 10 years of Customer Technical Support experience supporting multiple offices, associations, employees and customers throughout the MidAtlantic, South East footprint and including Texas- responsible for hardware and software installation, troubleshooting and support for both remote and onsite users.

Experience with Ticketing Systems to include Remedy, PICCT, and Assyst Call Tracking

First point of contact at AgFirst for Applications, Network, Microsoft Windows and Citrix Receiver /Server support issues

Board of Directors support

Active Directory experience troubleshooting and support to include adding users, permissions, and password resets

Knowledge of and ability to maintain desktop and enterprise operating systems. Working knowledge of layered product software, networking. Ability to identify and resolve problems. Ability to prepare clear and concise reports, oral and written. Ability to establish/maintain effective working relationships with employees, customers and other users. Knowledge and experience with Microsoft Exchange server management, storage area networks, support of current industry standard backup software. .

CERTIFICATION:

HDI Certified Support Center Analyst

EXPERIENCE:

AgFirst Farm Credit Bank, Columbia, SC September 2006 – February 2017

Customer Support Analyst II

Responsible for providing quality business and technical support of over 200 internal/ external products, processes and procedures with a high degree of customer satisfaction

Operational inquiries in a professional and timely manner for association users, bank internal, and external customers and our Board of Directors

Logged and documented all customer calls/emails/direct inquiries via a call tracking system, Assyst software.

Experienced in the customer support environment, troubleshooting PC and Mainframe computer systems, hardware, software, and printers.

Handling Network and Microsoft Server 2008 R2 issues and escalating to Network/Server team as needed

Creating accounts in Active Directory and resetting passwords/permissions

Support of Microsoft Windows OS 10; Microsoft Office 2010, 2016 including Outlook and Microsoft Exchange (Also to include iOS devices such as iPads and iPhones)

Additional Software support to included: Aruba WI-FI, Citrix Receiver, ShoreTel phone systems, Screwdrivers printer clients, In-house Real Estate/Commercial Loan, Rate and Tax systems; GFX wire system, WENs, CRM, ACBS, AgriGate, Credit Delivery, BytePro, Credit Plus, PeopleSoft, Lawson and AccountAccess.

Worked with Adobe Pro, Hitachi/Pysnch password manager systems, MacAfee/ Safeboot multifactor security software

Initiated new information for our internal Knowledgebase program

Provided after hours and weekend on call support

Bank Project Administrator 2006-2009

Served as a BA on several projects including Disaster Recovery

Trained employees locally and traveled to several states for external training

Troubleshooting activities included escalation of problems to the appropriate party(s) and assisted in communicating the solution to the customer

Responsible for development and maintained knowledge of current hardware, software, processes, and tools

Wachovia Bank N.A, Columbia, SC

September 2000 – September 2006

Global Consumer Bank Support Analyst

Responsible for inside sales and technical branch support on all internal programs, products and processes for employees.

Daily duties; Support of any and every type of Platform calls, Teller, Safe Deposit Box ordering, Alarm Security, Robbery and Incident Reporting.

Authorized for wire processing of up to twenty million US currency.

Origination and production of small business and retail consumer loans and loan products

I was over the PICCT (Problem Inventory Change and Call Tracking program) Responsible for the installation to fellow co-workers. Troubleshooted any issues and worked with vendor to resolve.

Solely responsible for training employees for the Florida South Trust Bank Merger in Tampa, FL

References: Janet Reynolds AgFirst Farm Credit Bank CSC Manager ac10rm@r.postjobfree.com Y

Lynn Romney Wachovia/ Wells Fargo Bank NA Supervisor Daramls12aol.com Y

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