M 704-***-****

Email: ac1vle@r.postjobfree.com

**** ******** ****

Concord, NC 28025

Donna Sparks

Objective

To secure a challenging position that will allow me to utilize and expand my Account management, Customer service and Technical skills

Experience

Interface Security Systems

April 2014 – August 2017

Account Manager – Family Dollar

* Run required reports and disperse to appropriate executive

management

* Support all LP Management

* Support 527 DM's, AOM's, PM's and Market Auditors

* Support all stores for the security systems installed at their

Locations

troubleshoot and create work orders as necessary

Family Dollar Corporate – Matthews,NC

June 2013 – April 2014

Project Coordinator

Project was slated to be completed in June 2014 and successfully completed project 3 months ahead of schedule and under budget

Responsible for planning, scheduling, and data validation for 6,500 store Burglar Alarm Conversion

Provided project support, training, and code management for a nationwide conversion to new Burglar Alarm vendor and Alarm Portal for over 1,500 Field Managers, 30,000 Store Team Members, and assigning codes accordingly to ensure stores arming were not interrupted

Responsible for troubleshooting all issues and sending reports daily to Senior Project Manager

Responsible for follow ups to Field Managers and First Call Resolution Troubleshooting eliminated 50% of Technicians required to be onsite at location

oSetup long term cost savings exceeding $100,000 a month by assisting Senior Project Manager in implementing a new ticketing system for Troubleshooting requests

Exceeded all metrics put in place and provided outstanding Customer Service skills to multiple levels of Field Management to ensure Team Member safety

Family Dollar Corporation, Matthews, NC

August 2010 – June 2013

SERVICE DESK Level II Analyst/Access Control

Enterprise Technical Center Access Control Administrator/ Service Desk Trainer

Work with the management and leadership team to design and implement programs that with enable technical issue resolutions for corporate and retail teams.

Responsible for the security, engineering, and support of company Active Directory.

Systems and Access administrator of a large Windows network environment.

Receive incoming IT access requests and provide solution or route to appropriate support group documenting all information in Remedies Action Request System.

Documenting, isolating, trouble shooting and re-creating the problem.

Granting Access to various corporate systems and applications based on documents provided.

Researching for solutions for internal, external desktop users and store level point of sales issues.

Checking status and executing Status Update reports for management and leadership teams.

Assigning priorities to incidents as are they received for resolution.

Tech USA, Charlotte, NC

August 2009 – August 2010:

Service Desk Analyst – Family Dollar

Level 1 service analyst

Aide and assist customer with technical needs

Work as a Team Member with other family Dollar Employees and Contractors

Aide Supervisors in assigned roles

Feb. 2006 – Aug 2009: OneMor Bar & Grill, Concord, NC

Director of Entertainment

In charge of entertainment. Primary role is directing the in-house poker league at this local bar

Maintain records, statistics, and membership details of over 600 members

Coordinate membership drives to bring new members into the league, as well as retention of current members.

Assist in scheduling and booking of additional entertainment, such as DJ’s and live music.

Allied Waste, Concord, NC

July 2003 – Feb. 2006:

Dispatcher

Assign live loads to drivers based on designated route and driver location

Prepare, update, and distribute daily route schedule for residential and commercial routes.

Report driver issues to appropriate department or supervisor for resolution

Gather and maintain route sheets documenting scheduled, missed, and extra pick-ups, route completions, and driver locations, ensuring route completions via driver check-in procedures

Dispatchers responsible for Roll Off also have responsibility for creating capacity in the Roll Off line of business by ensuring the productive use of all assets, equipment and employees

Customer Service Representative

Handled temporary business inquiries including available services, price quotes, and setting up new service for new and existing customers

Respond to and resolve customer issues and concerns via telephone and email

Utilize weekly pricing sheets to price containers for live loads.

Determine and assign appropriate disposal sites

Initiate customer contact in regards to asset recovery

AYA Kitchens of the Carolinas, Concord, NC

Sep. 2004-Jan. 2005:

Administrator

Responsible for all aspects of administration: Scheduling Installers, Scheduling Customer Ordering, Customer Service, Inventory, Tracking Service and Installations. Followed all aspects of the paperwork involved.

Auburn Enlarged City School District, Auburn, NY

Oct. 1997-June. 2004:

Computer Lab Technician

Monitor and maintain functionality of computers and computer systems- MACINTOSH, WINDOWS, LAPTOPS and DESKTOPS

Maintain inventory and system databases

Responsible for class scheduling

Install and update hardware and software for end users

Troubleshoot and resolve technical issues with hardware and software for end users.

Other Skills

Type 40-50 WPM

Proficient in Microsoft Office applications including Word, Excel, Outlook

Proficient in Internet applications including web browsers, email clients, search engines

Proven troubleshooting and problem-solving skills

Experienced in providing superior customer service and technical support by way of personal interaction, telephone contact, email

Education

Auburn High School, Auburn, NY: graduated 1982

Cayuga Community College, Auburn, NY: 1982-1984

References

CJ COMER, Family Dollar Loss Prevention Senior Manager

704-***-**** office, 704-***-**** Cell

CHRISTINA PETIT, IT Supervisor 704-***-****

DEBBIE RICHARDSON, Call Center Supervisor 704-***-****

Janice Mauldin (personal): 980-***-****

Contact this candidate