PAMELA A. GEORDON

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

Winston-Salem, NC 27127

336-***-****

ac3ecn@r.postjobfree.com

CAREER SUMMARY

Extensive computer experience ranging from software, hardware, technical support, and customer service. Able to clearly understand problems and find positive solutions through use of troubleshooting, problem solving, teaming, and communication skills. Reliable and trustworthy with an uncompromising commitment to providing optimal customer service. Able to work independently and in a team environment.

EMPLOYMENT HISTORY

GILBARCO, Greensboro, NC 2013-2016

Tier II POS Technical Support Agent

Provided operational and technical assistance to over 5,000 end-users on dispensers and Point of Sale software and other related products and services

Opened, managed, and dispatched over 500 Authorized Service Contractors.

Managed, monitored and resolved over 2,500 tasks and dispatched service alarms per year.

Documented and resolved over 12,000 calls in SharePoint based help desk application per year.

WELLS FARGO, Winston Salem, NC 2010-2012

Client Service Officer

Identified and resolved over 500 Commercial Electronic Office or transactional related issues. Acted as a liaison between the client and bank operations, sales officers, Relationship Managers and Implementations

Utilized: UAM, ACE, Smart Intranet, Account Analysis, Hogan, Online Forms, CEO, ACH, Lockbox. Advanced use of multiple and changing computer systems and procedures

Proven ability to get to the core of the customer's issue, gather information, create solutions, communicate the solutions to the customer and assist in implementing those solutions. Provided updates and additional processes / procedures.

WACHOVIA, Winston Salem, NC 2008-2010

Wachovia Technical Consulting Services

Provided technical support to over 500 commercial customers for Wachovia Connection

Proven ability to diffuse difficult and angry customers.

DREXEL TECHNICAL, Greensboro, NC 2007-2007

Consultant

Reset active directory, mainframe, AS400, siteminder and other passwords for over 250 users.

Troubleshoot, research, diagnose, document, and resolve technical issues surrounding Windows XP, Windows NT, Windows 2000 Professional, MS Office, e-mail, Internet connections, and hardware/peripherals.

TEKSYSTEMS, Greensboro, NC 2005-2006

Consultant

Identified problems, diagnosed causes and determined corrective actions for over 200 clients.

Guided customers through complete software reinstallation and provided detailed guidance to correct software errors.

WOMBLE, CARLYLE, SANDRIDGE, & RICE, Winston-Salem, NC 2003-2005

Help Desk Technician

Provided extensive support including software installation/configuration, troubleshooting customer system installation problems to over 1,100 employees.

Provided help desk support and end user support for in-house PC based systems, industry specific software, and various Microsoft software.

KILPATRICK STOCKTON, Winston-Salem, NC 2001-2003

Senior Help Desk Analyst

Provided technical support to over 1,000 employees of various software packages such as Microsoft Office products (Word, Excel, PowerPoint, Outlook), DocsOpen, Deltaview.

Achieved first call resolution rate of greater than 90%.

HÄFELE AMERICA, Archdale, NC 2001-2001

Senior Support Engineer

Installed and setup laptops for the over 200 sales associates.

FIRMLOGIC, Winston-Salem, NC 1998-2001

WOMBLE, CARLYLE, SANDRIDGE, & RICE, Winston-Salem, NC

Technical Support Specialist

Experience providing technical hardware and software support utilizing superior analytical and troubleshooting skills to over 2,000 end users.

Researched, analyzed, supported, and verified customer’s problems requests and system bugs and identified possible work around to the customer’s problems.

CERTIFICATIONS

A+ Network+ MCP MCSE MCDBA MCDST

EDUCATION

BS, Computer Information Systems, High Point University

High Point, NC

Computer Science, West Virginia Institute of Technology

Montgomery, WV

SOFTWARE AND LANGUAGES

Windows 3.1, NT, 95, 98, 2000, XP, 7, 8, 10

Various versions of MS Office (Excel, Word, Outlook, PowerPoint, Access 95, 2000)

Wireless

Vinst

CATS

Siteminder

Rumba Backoffice 7.1.0

PICCT Servicecenter 5.1.3

Epop 3.03

Netop 7.01

Lotus Notes 6.01

Scoreclient 3.0

Authorware

Aluria Spyware

Adaware

Spybot

RSA/ACE Admin

RSA SecureID

Footprints

MessageScreen

Interaction

Sametime

Docxtools

Metadata Assistant

Softwise

CarpeDiem

DocsOpen

Timbuktu

WinVNC

DTE

MS/SQL 7.0

IE/Netscape Navigator

Deltaview

Easy CD Creator

Support Magic

TCP/IP

Tivoli

Reflections

Macaffee Antivirus

Norton Antivirus

ADAMON

RightFax

PaperPort

Exchange

LastWord

Groupwise

ArcServe

MS Office (Excel, Word, Outlook, PowerPoint, Access 95, 2000)

Inoculan Antivirus

AutoCad

COBOL

GNU C 2.5.8

GNU C 2.6.3

Adabas/Natural 2.2.6

Basic

Predict

Natural Professional

IFPS

RPG II

Construct

FMS

PC/FOCUS

C Language

CASE Tools

Excelerator

Lotus 123

dBase IV

Quattro Pro

MS Windows 3.x

Progress

All-in-One

Fortran

LAN

Prelude

FAQS

SAS

FoxPro for Windows

Decision Support Systems

HARDWARE AND OPERATING SYSTEMS

AS400

IBM3270

Powerbuilder

IBM Laptops / Desktops

Dell Laptops / Desktops

HP Laptops / Desktops

Windows XP

Windows 2000

Windows 95

Windows NT 4.0

Windows 98

Windows 7, 8, 10

HP Laptops

Apple/MacIntosh

CD Read/Writer

Blackberry

PDA’s

Visioneer Paperports

Citrix

Novell 3.12

HP Netserver

DEC Alpha

HP Printers

HP/UX 9.0

IBM computers

DG/UX 5.4.3.10

DG/UX 5.4.4.10

DG/UX 5.4.4.11

AT&T 3B2/600G

AT&T 3B2/600 GR

VAX/VMS

Real Time

UNIX V3 and V4

Hierarchical Databases

Relational Databases

Network Databases

Various PC's

MS-DOS 5.0/6.2

Mainframe

Wang 3300

Tape and Disk Librarian

Modems

VM/CMS

OS/2

RJE

RSX-11M Plus

Hardware Installations

SNA Network

Sun/Solaris UNIX

RSX-11M

Symbol Handheld Computers

Various Digital Equipment Corp. Computers

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