Customer Service Quality Engineer

Andrea Smith

*** ******* ***** ** *******, MS ***10

Phone: 601-***-**** Email: acscoa@r.postjobfree.com

OBJECTIVE: To obtain a challenging and rewarding position in a reputable company where I can use my skills and abilities to benefit an organization with opportunity for growth and advancement

SUMMARY OF QUALIFICATIONS

Networking

TCP/IP & LAN/WAN Protocols

Network Technology

Network Systems Management

Network Development

Cisco Routers

Operating Systems

Windows 98/2000/XP/Vista/Windows 7

Windows Server 2003/2008/2012

HP-UX, LINUX

MAC IOS 5

Windows 8/8.1

Hardware

Palm/Handheld Devices

Desktops\Laptops

MACs

iPad/iPhone

Technical Support/Customer Service

Tier 1, Tier 2

Call Center

Troubleshoot hardware/software

Troubleshoot network connectivity

Software installation support

Remote Access(VPN, Bomgar, Remote Desktop, SCCM)

Phone and e-mail support

Documentation

Communication

Strong written and oral communication skills

Software

Active Directory

Citrix

SharePoint

Antivirus(Norton, Symantec, CCCleaner, etc)

Microsoft Exchange (2003/2007/2010)

Microsoft Office Suite 2003, 2007, 2010, 2013

Professional Core Competencies:

Problem Solving Teamwork Customer Focus

Effective Time Management Communication Initiative and Creativity

Detail Oriented Organization Quality Control /Assurance

Multi-Tasking Project Management Data Analysis

EDUCATION

ITT Technical Institute, Online

Bachelor of Science in Information System Security

Received-December 2013

ITT Technical Institute, Madison, Mississippi

Associate Degree in Information Technology-Computer Network Systems

Received-December 2010

Canton High School, Canton, Mississippi

General Studies Diploma - received: May 2005

EMPLOYMENT

Nissan North America Canton, MS June 2012-August 2015

System Administrator (Contractor)

Perform hardware maintenance on PC’s (changing defective monitors, keyboards, cleaning PCs and printers, physical set-up and moving of workstations, etc.)

Diagnosis and resolve all PC support issues including but not limited to hardware failures, operating system errors, software compatibility issues, and network connectivity.

Complete lifecycle maintenance of support work order in ticket tracking software platform, including ticket creation at the time of initial problem report/service request, status documentation of open work orders, and proactively informing users of progress.

Insight Global Atlanta, GA March 2012-April 2012

Field Support Representative (Contractor)

Installed and assisted service personnel in installation of hardware and peripheral components such as monitors, keyboards, printers, scanners, network cards (including wireless) and disk drives on user’s premises

Loads specified software packages such as operating systems, word processing, or spreadsheet programs into the computer.

End User Incorporated Jackson, MS March 2010-December 2011

Tech Support Specialist (Contractor)

Provides accurate, timely, and creative solutions to end-user computer.

Create, update and manage trouble tickets and manage ticket queues

Conduct installation, upgrade and overall maintenance of PC desktop systems, software and peripherals

Diagnose and troubleshoot problems with PCs, software, communications devices, servers and network connections as required

McDonalds Madison, MS August 2009-2014

Food Service Aide (Part-time)

Provide great customer service

Assemble orders in a timely manner

Spectrum Wireless, Madison, Mississippi March 2007 to August 2009

Quality Engineer

Assessment of systems to identify deficiencies and participate in resolution of issues found.

Updated and installed various software and operating systems onto cellular devices

Maintain and secure all company equipment, inventory and tools.

Sets up tests at request of user to locate and correct program operating error following installation of program.

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