Customer Service Quality Assurance

**** ********* ***** **********, **. ***** Phone 757-***-****~Email: *.*.*.******@*****.***

SHELETTE S.COSTON

Information Technology Professional

Professional Profile

Accomplished I.T. Professional with over 10 years of practical experience in Operations/ Management, BI Analyst, Front Office, Call Center, Help Desk environment, specializing in Quality Assurance, detailed in Reporting Services. Possessing effective leadership skills as well as the ability to be a flexible team player, with a patience knowledge of customer support and direct customer care. Proficient in Linux and Unix, Admin Database, hardware and software implementation, networking, analysis, software end to end testing, repair upgrading, on a small business level, and expanding into franchise, and enterprise-level corporate support.

Education / Certifications

INT, Computer Services Inc. Norfolk, Va. Information Technology Certification INC3 2004-2005

Pharmacy Tech Virginia Beach Va. Med Tech Certified 2002

Tidewater Community College, Norfolk, Va. Liberal 1999-2001

Madison Career Center Norfolk, Va. Nursing Care Partner 1991-1992

Computer Experience

A+ Certification, CompTIA, Windows 2008/2007/ 2003/2000/95/NT, Microsoft Office Professional 2003, XP, 97-Word, Excel, Access, Power Point, Microsoft Outlook, Lotus Notes, ccMail, Intranet, Internet Explorer, Netscape, Corel, Word Perfect 6.0, Laser, Ink Jet, and Dot Matrix printers.

* Direct Customer support, Analyst, Help Desk, and Call Center environment as well as management provided product support, to franchisees and training for level one technicians.

* Level 2 tier technical support, conflict solution development team

* Risk analysis both hardware, software troubleshooting and web design testing

* Network LAN’S and WAN’S installation for tax franchise system

* Backup secure and maintain SQL database, in reporting services for over 3000 United States/Canada offices

* Defenses and counter-measures configurations of Detection systems

* Quality Assurance testing web design, and software development life cycle testing

Employment History

Creative Ventures L.L.C. Norfolk, Va. 2009-Present

Reporting Services Analysis

Dominion Enterprise, Norfolk, Va. 2007

Customer Service

Liberty Tax Services, Va. Beach, Va. 2004-2007

Quality Assurance Specialist

Kujichagulia Academy Chesapeake Va. 2002-2003

Administrative Assistant/Lead Teacher

References provided upon request

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