Customer Service Technical Support

KATRINA L FRAZIER

**** ******** ***** ************* ** 30044 Phone: 678-***-**** *****************@*****.***

Summary Qualification

A team player who takes the initiative to gather, analyze and define business functional requirements, with the ability to use global metrics, trend charts and other decision-making tools. As a result-driven professional who’s a highly productive achiever with excellent leadership, communication, problem-solving and team building skills. As a member of the team, I promote growth and development for my team members by inducing strong organizational skills with the aptitude to work effectively with others at many different levels. I am a Customer Solutions Specialist who’s looking for opportunities where I can better utilize my current knowledge, skills and integrate with my education in Information Technology, with a company that offers internal opportunities for growth and advancement.

PROFESSIONAL EXPERIENCE

HEWLETT PACKARD, ALPHARETTA, GA

2012 to Present

Support Specialist

Key Results:

Identified customers need and developed and proposed technology solutions.

Coordinated with technical and non-technical individuals at various levels of customer organizations.

Solved clients IT issues – Determined changes, recommended quality software, projected modifications of software, hardware and networking.

Worked closely with clients to analyze IT system requirements, client’s information technology needs and their resources in order to plan IT projects and fulfill client’s expectations.

Provided technical support and assistance with installation, setup, configuration and troubleshooting

Made recommendations on software security and anti-virus software.

Developed and implemented procedures as specified by clients.

Worked in close contact with the client and implemented new ideas according to their needs and demands.

GRAVOTECH, DULUTH, GA

2008 to 2012

Customer Support Specialist

Key Results:

Maximize profitability through superior customer service, effective and prompt communication and follow-up on all pending matters with the customer

Scheduled and trained customers on software products and updates

Collaborated with resources within the group and other departments to achieve interactions

Tracked, monitor, follow up on inquiries or escalated issues to ensure client satisfaction

Coordinated the scheduling, delivery, testing and implantation, steps with software fixes

Documented progress, troubleshooting, customer communications, resolution, root cause and time spent on all customer support cases in tracking system

Provided technical support and assistance with installation, setup, configuration and troubleshooting

LAND AMERICA CREDIT SERVICE, ATLANTA, GA

2004 to 2008

Application Support Specialist

Key Results:

Responded to customer calls, follow ups, resolution and escalation using sound judgment

Provided technical support and trained new clients with LandAmerica proprietary applications

Performed technical troubleshooting and assisted clients with immediate problem resolution

Provided expert solutions to complex customer problems by receiving, clarifying and investigating

Proficient to analyze issues, to thoroughly understand and document the problem to solve, and then devise a solution to implement it.

Overseen the daily technical support for e-mail, network, connectivity, telecommunications, minor equipment and system maintenance

Education

SAINT LEO- SAINT LEO, GEORGIA

Bachelor of Science in Computer Information Systems

Computer Skills

Software Application

Microsoft (Excel, Word, Access, PP)

TCP/IP

VMWARE

Security settings

Mail Servers

SQL

Citrix

AS400

PeopleSoft

Cisco VPN

Operating System

Windows (95, 98, 98SE, NT, 2000, XP, Vista, Windows 7 Win 4.0, Win 2000, Win 2003, Win XP, Unix,)

Contact this candidate