Customer Service Management

LISA YU

PHONE 773-***-**** • E-MAIL ********@*******.***

Summary of Qualifications

• Seven years of fast paced corporate level administrative and customer service experience for a fortune 500

computer based education testing company.

• Fast learner with keen eye for details, accompanied by strong command for allocating efficient time

management for work related job responsibilities and business acumen.

• Customer service oriented, focusing on service level improvement and ITIL service level Improvement

models.

Certifications

• CompTIA A+

• CompTIA Security+

• ITIL Foundations: IT Service Management

Technical skills

• • Installation and Migration of Windows XP/7/8 using USMT/WAIK/SCCM/Ghost/and

PXE Boot. SCCM administration SCCM 2012. TS/Packaging/MDT

• Knowledge of Microsoft Office Suite; Microsoft OneNote; Exchange 07/2010 & Lotus notes.

Mapping network drives, setting user permissions as well as Active Directory

Experience via Windows Server 2003-2008R2S.

• Knowledge of basic Networking: TCP/IP, OSI Model, Wireless 802.11a/b/g/n designations, and

troubleshooting. Juniper/Cisco VPN client and SoHo.

• Knowledge of IT Security: Encryption, Anti-virus, Malware, PKI, Certificates, Risk

Management, best practices

Professional Experience

Compucom [11/2013 – Present]

Contractor: Deployment Engineer – Lincolnshire, IL

• Provided leadership skills and training for other technicians

• Migrated devices from Windows XP to Windows 7 for Aon Hewitt client users.

• Backup and restore user profiles and data using USMT.

• Deployed system image using WDS/SCCM TS.

• Install and troubleshoot hardware/software applications

• Open and update tickets via Remedy help desk system

• Performed user acceptance testing to ensure successful deployment and customer

satisfaction.

PC Connection Inc. [09/2013 – 11/2013]

Contractor: Help Desk Administrator/Technician – Itasca, IL

• Schedule facilities and verify service tags prior to the upgrade via Microsoft Outlook.

• Call center environment answering customer’s questions/issues using VoIP.

• Migrated devices from Windows XP to Windows 7 remotely using LanDesk Management

Console.

• Create and update tickets using WebSpoc project management software.

• Troubleshoot issues post migration.

• Ensure printers are installed and applications/programs are running through quality

assurance.

Joseph Michaels Salon & Spa [2008 - 2012]

Stylist Assistant/Nail Technician - Chicago, IL

• Catering to clients’ needs and requests to guarantee outstanding customer service.

• Providing assistance to all stylists and technicians in hair/spa services.

• Restocking tracking and providing asset management for sites inventory.

• Promoting and selling hair products to increase retail sales.

• Overall maintenance and sanitation to ensure a clean and comfortable relaxing experience for the

clients.

Prometric Testing Center [2006 - 2011]

Test Center Administrator - Chicago, IL

• Biometric and multifactor authentication verification of test takers.

• Answer/resolve customer calls regarding issues, questions, or concerns.

• Disconnecting and setting up PC workstations on site and remote sites.

• Provide client support and technical resolution with help desk via phone, E-mail, and chat.

• Trouble ticket/report logging in call ticketing system.

• Opening and closing the test site and labs: Including Audio and Video testing, computer

maintenance, surveillance, and monitoring.

• Providing customer service and troubleshooting issues that arise on day to day bases. (Of

all technical and non-technical matters.

• Repair and replace hardware devices and peripherals when malfunctioned.

Education

• University of Illinois at Chicago: Bachelors of Science: Finance - 2005

• Steven Papageorge Hair Academy: Licensed Cosmetologist - 2009

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