Customer Service Software

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*** **** **** **** ******, MS *****

LaQunda Smith Phone: 662-***-**** ********@*****.***

INFORMATION TECHNOLOGY TECHNICIAN

Tier 1 & 2 Help Lines Technical Support User Training Software/PC/LAN Troubleshooting

• Professional with ten years of help desk experience providing software, hardware, client/server and

networking technical support.

• Proven success working in high volume, 24x7 technical call centers. Demonstrated strengths in rapidly

diagnosing, troubleshooting and resolving client issues.

• Consistently praised for communicating effectively with both technical and nontechnical users. Known

for excellent problem solving skills and patience in dealing with frustrated users.

KEY SKILLS

Technical Troubleshooting Software Installs Phone & Online Support User Training/Support

Hardware Configurations LAN Connectivity Client/Server Models Customer Service

Team Collaboration Problem Diagnosis Preventive Maintenance Complaint Handling

TECHNOLOGY PROFICIENCIES

Software: MS Office (Word, Excel, Outlook, Access), instant messaging software, VMware

applications, SQL, SAP, PeopleSoft, AutoCad, Active Directory, Dameware Remote

Support, NetMeeting, Microsoft Project, Oracle, Symantec Anti Virus

Browsers: Internet Explorer, Firefox, Chrome, Safari,

Numara Track IT, Unicenter Service Desk

Call Tracking Tools:

Hardware: PCs, Laptops, Telephony Systems, Printers, Routers, Modems, Projectors, Video

Conferencing Equipment

Networking: LAN & VPN/Remote Connectivity, TCP/IP

Windows, NetWare Servers, Citrix

Platforms:

PROFESSIONAL EXPERIENCE

OLIN CORPORATION (WINCHESTER DIVISION) Oxford, MS

Management Information Support Specialist, 4/2012 to 2/2014

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• Routinely exceed call handling goals, closing an average of 60 calls daily (25% above quota) with a 75%

first call resolution ratio and an average talk time of 5.5 minutes well below 7 minute goal.

• Diagnosed, troubleshoot and resolved a range of software, hardware and connectivity issues. Excel in

asking probing questions and researching, analyzing and rectifying problems.

• Assisted other help desk members with troubleshooting issues concerning but not limited to PC

workstations, laptops, phones, printers and Microsoft Office products.

• Installed and upgraded hardware and software as needed. Deployed new workstations and printers,

installed operating systems, applications and drivers and configured network properties and hardware.

• Provided updates, status, and completion information to manager, problem request tracking system,

and/or users, via voice mail, e mail, or in person communication.

Developed strong quantitative an analytical skills while assisting customers.

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Purchased all hardware and software for the Oxford facilities.

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Troubleshoot handheld RF scanners when issues occurred.

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• Assisted network administrator with all network related issues in the Oxford facility such as plugging in

network cables into appropriate switches; monitored the switches daily.

Ordered, activated, configured and troubleshoot smartphones (IPhone and Android)

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• Reported major hardware problems to service personnel for correction, in some instances. Repaired

and troubleshooting various types of phone problems. Install and setup phone and network cabling within

buildings as needed. Maintain and troubleshoot voice over IP phone system and coordinate with outside

contractor(s) as required.

• Worked closely with the SAP team with the training and development of the warehouse management

project to simplify the ordering of supplies needed for the production floor.

Documented problems and resolutions for future references. Created/updated policies and procedures.

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• Responsible for making sure daily and weekly backup tapes were changed and removed from the

facility.

• Installed, modified and made minor repairs to computer hardware and software systems and provided

technical assistance and training to users.

• Organized and managed all technical projects for the Oxford facility, such as request for new network

drops, implementing new software for different departments when needed, setting up new users

workstations and desk phones.

Worked closely with Server admins, network support and SAP team on different projects and issues.

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NEEL SCHAFFER – JACKSON, MS

Information Technology Technician II, 10/2009 to 3/2012

Operated and maintained computers, computer systems and network.

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Installed and upgraded hardware and software as needed.

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• Responsible for the strategic development and implementation of cost effective training and support

solutions that are designed to provide improved productivity, streamlined operations and faster access to

critical information.

• Implemented effective customer satisfaction strategies by identifying and eliminating the root causes of

customer problems.

Assisted in purchasing hardware and software.

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Maintained inventory of hardware and software including spare parts.

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• Performed minor programming and input data revisions through a computer console to maintain

operation.

Assisted all employees in identification and resolution of computer problems.

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Performed and documented occasional training for computer users.

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• Worked closely with telephone vendors servicing all offices to make sure we were utilizing the most cost

effective plans.

• Provided detailed descriptions of issues in trouble ticket system and followed up diligently to ensure swift

resolutions.

• Received “outstanding” ratings on performance reviews each year, with top marks in teamwork,

customer service, communication skills and technical problem solving.

HORNE LLP – JACKSON, MS

Application Support Specialist – 7/2008 to 4/2009

• Provided advanced third level technical support to all users. Areas of responsibility included the

analysis, development, testing, implementation, documentation and maintenance of applications systems

used across the firm.

• Reported complex technical problems that requires programming or bug fix actions to level three or

software vendor for resolution.

• Collaborated with other IT Support members, vendors and customers to assist in the deployment of new

technology based solutions, troubleshoot complex network related issues and to complete large scale

projects.

• Worked closely with helpdesk staff and level three support (network operations and development team)

to ensure the success and timely resolution of the helpdesk requests.

Documented programming problems and resolutions via the tracking software for future reference.

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HORNE LLP – JACKSON, MS

Helpdesk Support Coordinator – 6/2007 to 6/2008

• Assisted other help desk members with troubleshooting issues concerning, but not limited to, PC

workstations, laptops, handheld devices, printers, Microsoft Office products and third party accounting

software.

Participated in information technology projects, strategic planning and goal setting.

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• Interacted with Manager on the status of the project and issues in order to mitigate impacts to internal

and external customers.

• Installed, configured, assembled and repaired computers, monitors, and peripherals such as printers

and related hardware.

• Responsible for keeping Track IT SQL database updated and providing maintenance on the database

when needed.

Instructed users on new or upgraded computer applications and hardware.

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• Communicated technical concepts effectively with co workers, subordinates, superiors, users and other

sufficient to exchange or convey information.

Responsible for the efficient handling of helpdesk requests and trouble reporting.

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Assisted in the coordination of the day to day operations of the helpdesk.

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Coordinated the dispatching and escalation of helpdesk requests to technical support personnel.

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• Documented, edited and updated knowledge resources to include solutions for inclusion into the solution

database and self help content for online help pages.

HORNE LLP – JACKSON, MS

Help Desk Support Specialist – 1/2006 to 5/2007

• Provided technical support for 300+ users and ensured proper maintenance of workstations, printers

and peripherals.

Responded to user server requests and expediently resolved trouble tickets to maximize system uptime.

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• Deployed new workstations and printers, installed operating systems, applications and drivers and

configured network properties and hardware.

Created, assigned, updated and completed Help Desk tickets using tracking software.

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• Installed, configured and upgraded operating systems and software, using primarily standard financial

business and administrative application practices.

Provided timely telephone and email responses to users’ questions and concerns.

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Provided daily technical support on the use of various products to all Horne employees.

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VIKING RANGE CORPORATION – GREENWOOD, MS

Help Desk Operator – 12/2004 to 12/2005

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• Logged and provided troubleshooting, to a limited extent all users questions, requests or problems

regarding hardware, software or procedures.

Performed routine clerical duties; providing administrative support to IT staff.

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Developed the first ever knowledge base in this corporation for our users.

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Provided end user support to all users.

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Created/terminated network accounts in Active Directory.

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Created/updated policies and procedures.

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Ran/analyzed reports for upper management.

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On call tech every 8 weeks.

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Answered phones for upper management and delivered messages as appropriate.

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Responded to user server requests and expediently resolved trouble tickets to maximize system uptime.

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EDUCATION & CREDENTIALS

DELTA STATE UNIVERSITY Cleveland, MS

Bachelor of Business Administration in Computer Information Systems – May 2003

Help Desk Analyst, 2007

Support Center Team Lead, 2007

Administrating Numara Track IT 8, 2007

Using Numara Track IT 8, 2009

References available upon request

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Contact this candidate