Alana Theresa Cotten

**** ********** ***** *****, ********, GA 30058 980-***-**** ac4blo@r.postjobfree.com

Education

Associates of applied science 06/27/2013 ITT Technical Institute

Major: Computer Network Systems

oWindows (XP, Vista, 7, 8, 10)

oMicrosoft Office 365,

oLinux System Administration (basic)

oDatabase Development (basic)

oWindows Server 2003/2012 – Active Directory

oInstall/Setup Virtual PC, PC Hardware (HDD, RAM, CPU, Video Card)

oLexmark Printers (MS 610/810dn)

oStudied CompTIA A+, Network+, and Apple Support Essentials Technician

Okta Professional Certified (7/21/2017)

Professional Development

oIBM Lotus Notes, Office 365

oTeam Viewer, Bomgar, VMWare, LogMeIn (Remote Desktops)

oHolidex (Central Reservation Systems for IHG)

oCitrix Server Program

oPC Reimaging

oServiceNow, Salesforce, OCPM (Ticketing Systems)

oLenovo, HP (laptops, desktops, servers-Hardware)

oCustomer Service Professionalism

Experience

OKTA TIER II ENGINEER COMPUTER GENERATED SOLUTIONS DUNWOODY, GA

FEB 2017-PRESENT

Provide well-thought out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy and maintain service.

Take end-to- end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution.

Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience.

Serve as internal and external point of contact on customer escalations and ensure customer issues are resolved as expediently as possible.

Collect information and document bugs with Engineering for product issues that are impacting customers.

Provide feedback to the training and documentation organization so that common or emerging issues can be addressed before they become serious or widespread.

Create process or troubleshooting documentation in the support knowledge base.

Deliver against customer experience and efficiency targets.

Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers.

Global Technology support representative computer generated solutions,

Atlanta, GA May 2016 - Feb 2017

Worked with the InterContinental Hotel Group in applying knowledge on information system product to assist customers on possible resolutions toward technical matters

Maintained up-to-date knowledge of products and entitled options to provide proper information

Assisted in troubleshooting into IHG compliant hardware and software through remote desktop

Professionally recognized customers’ issue that should be escalated to the appropriate next level for resolution following established protocols with use of discretion

Tactfully handled screen incoming/out coming calls with the upmost courteously

Desktop Support Analysis Electrolux/vaco, Charlotte, NC JAN 2016 – MARCH 2016

Implemented 1st level desktop services for the Legal Save-Project Columbus project

Participated actively with hands on-operation in searching key files, archives, and specify data transfers through defined instructions

Worked as a team player to search 250 – 500 laptop PC’s, cleaned as well to extract files from a scripted

Reworked and re-imaged computers through Remote Desktop

REPAIR TECHNICIAN I HONEYWELL/ADECCO, FT. MILL, SC AUG 2014 – DEC 2015

Repaired UPS scanners in a timely manner by disassembling and reassembling parts

Used computer systems to make labels such as serial, MEIN, and IMIE numbers as well to place in productivity logs.

Tested and replaced the final diagnosis scanners to see if any further problems existed before moving towards the configuration line

Worked with other software designed for scanners configuration tests

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