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Customer Service Software

Sheridan, Arkansas, 72150, United States
August 28, 2017

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Sheridan, AR **150


Experience in a customer service and computer help desk environment, and client/server based environment.

Troubleshoot PC hardware and software in a LAN/WAN environment, working with trouble ticket system.

Implement corporate development processes and asset management tracking, including software and equipment.

Maintain and update hardware and software and customize computer systems.

Fundamental understanding of networks and procurement systems.

Analyze complex user information flow and needs and recommend technology solutions.

Knowledge of emerging management technologies and system information developments.


LEIDOS ENGINEERING Little Rock, AR 2012 – 2016

Software Asset Management 2014 - 2016

Advised management of strategies to optimize performance and impact on proposed changes.

Managed and optimized the purchase, deployment, maintenance, utilization and disposal of software applications to ensure effective management, control, and protection of software assets.

Established software policy, standard roles, reporting and compliance throughout the engineering organization.

Supported 2,500 employees in all software requirements.

Performed data analysis, examined data and trends on software entitlement, deployment and utilization.

Coordinated installs with site support and the end-user.

Effectively communicated with vendors and site support to solve software issues.

Saved $30,000 in the first three months by renegotiating software contracts with more favorable terms.

Realized over $60,000 in savings annually by updating the Asset database.

Improved relationships with site support and procurement to ensure better coordination and response.

Network Support Specialist II 2012 - 2014

Overall responsibility for updating and managing the Configuration Management Database and Nicdb.

Tracked hardware and handled tickets with BMC Remedy.

Worked with members of the NSOC for the configuration of various network equipment.

Managed DNS issues and the Proteus IP Address Management System.

Oversaw functionality of network equipment, devices, and components valued at $500,000+.

Managed shipping and receiving, handling, and tracking of network equipment.

Spearheaded efficiency and cost saving project co-locate equipment to a centralized location.

Improved accountability and inventory system by organizing a new equipment room and updating equipment database to track inventory in stock, equipment being configured, and pending shipments to customers.


Team Lead – Computer Swap out Project

Managed fast track installation of 600 new computers located in three hospitals and 15 clinics.

Traveled to different locations to manage the resolution of escalated issues.

Met rigid deadlines for fast tracked project while maintaining excellent customer service during implementation.

Troubleshot software, hardware, and Active Directory install issues.


ITT Technical Institute Las Vegas, NV Associate of Science, Information Technology / Computer Network Systems

Tulsa, OK IT Project Management / ISS - Achieved High Honors Quarterly Valedictorian

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