Customer Service Software
Resume:
Vanessa L. Brown
Lawrenceville, GA 30025
*********@*******.***
Work Authorization: US Citizen
Veteran’s Preference: 10 points - Service connected disability
Highest Grade:
Availability: Permanent, Telework
Work Schedule: Full-time
Work Experience:
MARS/Wrigley 7/5/2016 – Present
Site It Analyst 40 hrs a week
4500 Atlanta Hwy Flowery Branch, GA
770-***-**** 30045
Support implementation and maintenance of network and system services on a local level. Monitor network and system performance. Troubleshoot hardware, software, network and printer issues as they arise. Minimized downtime by responding expeditiously to walk ins, calls, texts, emails, instant messages and ticket tracking system. Adhered to SLA set in place for ticket management and knowledge database. Created and maintained documentation on business systems technology to include configuration standards, as-built diagrams and historical and trending information. McAfee Anti-Virus, Endpoint Checkpoint Security. Assisted in implementing new technologies at the direction of the Chief Information Officer to enhance health systems operation in support of critical applications and business processes. Conducted tests and debug programs according to detailed requirements. Installed, configured and tested hardware, software, network and peripherals. Instructed Associates with logging in and accessing network resources and provides support in a manner that minimizes interruptions in customers' ability to carry out critical business activities. Administered standard login scripts and establishing network access protocols to enable customers to gain local or remote access. Reviewed, validated and standardized problem resolutions for inclusion in the problem resolution database. Provided technical support and expertise in resolving the most complex customer problems; e.g., by re-imaging customer workstations and correcting other workstations affected by similar problems. Evaluated and reported on new tools and trends in the customer support field such as browser-based and speech-enabled customer support services. Assist and\or lead local projects, prepare and present findings or recommend action involving the analysis of complex problems related to the equipment, utilization and acquisition from vendors. Set up conference rooms to facilitate global meetings with stakeholders, shareholders, owners, managers and vendors.
Children’s Healthcare of Atlanta 2/2016 – 6/2016
Solutions Center Analyst 40 hrs a week
2620 Satellite Blvd Duluth, GA 404-***-**** 30045
The single point of contact (SPOC) for 27 locations for staff, parents, patients, physicians, visitors and our community partners seeking technical resolution for supported software and hardware. Provide first call resolution for customers’ by resolving technical problems for over 200 applications, severs, hardware, software and network nodes. Increased productivity by 30% by using keyboard shortcuts, scripts and creating macros. Identify security findings and take corrective action to mitigate associated risks. Utilize the Call Associate ticket managing system for tracking, escalation, repository and and online knowledgebase. Assist with creating materials for customers’ frequently asked questions (FAQs). Monitor interfaces across multiple platforms and systems hourly at the local data center and NOC (Network Operations Center). Perform daily, weekly, monthly, and yearly scheduled backups, monitor Data Center and WAN\LAN status board activity and updating Sharepoint site for the department pass down log and turnover to the oncoming shift. Apply procedures concerning security incident response, priority level action and major systems outage protocols in place. Execute Unix commands in a PowerShell and SQL environment to reset passwords and grant clients access to the databases. Deliver, install, execute, manage and troubleshoot applications via Citrix environment portal.
ATKINS, NA 8/2007 – 8/2015
Team Lead – Helpdesk Support Specialist 40 hrs a week
1600 RiverEdge Pkwy Ste 600 Atlanta, GA
770-***-**** 30028
Part of the team that Implemented the full system development lifecycle of the Help Desk Initiative into a fully functional National Help Desk for Atkins employees in the US and offices abroad. Routinely exceeded call handling goals with 85% first-call resolution of over 40 calls per day, completing 15% above quota. Average talk time 6 minutes, which is below the set 10 minute per call goals. Major contributor to newly created Desk Manual with documentation and flow charts used to train new helpdesk technicians and employees on standard procedures, new procedures and the various applications needed to complete daily tasks of troubleshooting and resolution. Installed, configured and administered BMC Remedy desktop client ticket tracking as well as used it as a repository and a knowledgebase for FAQ’s. Migrated ticket tracking system from BMC Remedy to ServiceNOW and used in the same capacity. Troubleshoot business applications, software and hardware errors and issues relating to software and operating system configuration and updates, network connectivity, logon and VPN related issues, determining cause and providing resolution for connectivity. Distributed applications and programs utilizing Altiris and SCCM to deploy software and updates to company assets. Part of team that deployed several rollouts including Office 2013 upgrade from Office 2003 and 2007 then to Office 365, Altiris to SCCM, Avaya IP phones updates and configuration as well as other related applications. McAfee Anti-Virus, Endpoint Security Intrusion prevention and response.
EDUCATION AND TRAINING:
Associate of Science in Information Technology – Norfolk, VA
Certifications:
Microsoft Certified Desktop Support Technician (MCDST)
Mircosoft Certifified IT Professional (MSCITP)
CompTIA A+
Dell Authorized Partner
ITIL Knowledge and concepts
Cisco 900 Series Coursework
Other Qualifications:
1.Attention to Detail - thorough when performing work and conscientious about paying attention to detail.
2. Customer Service - Works with internal clients and external customers to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services.
3. Oral Communication – verbally expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information at times technical, sensitive and\or controversial, makes clear and convincing verbal presentations; listens to others, attends to nonverbal cues, and responds appropriately.
4. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives and make recommendations.
5. Process Flows and Call tracking tools. ITIL Incident Management service knowledge and skills. BMC Remedy, ServiceNOW, Computer Associates HD application, Software, Hardware, Sharepoint, Office365, VMWare.
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