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IT / customer service

Biloxi, MS
April 15, 2016

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*** ******* **.

Biloxi, MS *****



A customer-focused and resourceful operations professional with a demonstrated track record of achievement in call centers, consumer satisfaction/relations, networking, process improvement, switches, troubleshooting, and sales.

Established capabilities in team building, telephony, operations/inventory management, software documentation, and cold calling.

Hardworking and goal oriented, makes solid decisions to significantly improve production.

Trustful, loyal, and service oriented, serves as a key contributor to the ongoing success of an organization.


2015 to 2016 Blue Cross Blue Shield Little Rock, Arkansas

TekSystems Inc.

Data Center Technician/Analyst (contract work)

Identified issues with network and revolves communicating to higher level management

Involved in strategy for business issues and resolution

Performed installation and decommissioning of hardware in data center environment for healthcare insurance provider.

Ran and labeled cables to network devices through raised floor.

Maintained records of inventory and work done on center’s devices at two locations.

Inspected hardware for issues and reported to appropriate group for resolution.

2013 to 2014 Windstream Little Rock, Arkansas

Network Analyst I

Monitored data network across country for layer 2/3 devices triggering alarms.

Investigated alarms to determine legitimacy and ticketed as needed.

Assisted network engineers in ensuring routing devices could properly communicate with alarm system.

Began studying Cisco Certified Network Associate material.

2010 to 2013 Hewlett-Packard Conway, Arkansas

Technical Solutions Rep IV

Created customer loyalty to company brand name and supported fellow agents with technical expertise.

Developed new training materials for key problem call generators.

Provided support for organizational forums during shift of focus to forum self-help.

Generated high customer satisfaction and low dissatisfaction ratings.

Assisted new team as ASG apprentice, developing new agents in production with technical knowledge, researching, and process learning.

Supported multiple teams in different product lines, providing higher level support to front line agents.

Participated on team to keep center open during inclement weather and provide customer service as well as team providing higher level support in higher technical areas and escalating customer issues to notebook, desktop, and specialty teams.

Worked on project to bring technical troubleshooting documentation and service order checklists in line with one another.

Created presentation for focusing and building emotional intelligence in call center and served on Expert Day teams to provide customer service for company’s Internet forums.

Functioned as member of Windows 8 Task force for call center and wrote Windows 8 site blog.

Ensured highest single month of revenue per call in January 2012 and consistent high rate of customer satisfaction scores throughout tenure as front line agent.

Increased personal metrics year over year and served as mentee in Mentorship Program.

Initiated technical training on new products from company for agents and provided training material as ongoing learning for agents.

Contributed to decreasing redundant policies and procedures for notebook and desktop teams in troubleshooting, resulting in work orders for repairing failed hardware.

2003 to 2010 Barnes & Noble

Lead, Receiving Manager, Bookseller Bee Cave, TX; Gulfport, MS; Little Rock, AR

Maintained records, invoices, and mail-outs of all incoming and outgoing freight.

Led team to inventory, sort and shelf new merchandise while performing customer service in person and via phone.

Merchandised and maintained specific sections of store while overseeing booksellers during closing to ensure store readiness for next business day.

Trained booksellers in company standards and culture.

Collaborated in re-opening two stores destroyed in Hurricane Katrina.

Additional Experience

2003 to 2008 Prudential-Gardner Biloxi, Mississippi


2004 to 2007 Roane Plaza Gulfport, Mississippi

Property Manager

2001 to 2003 Books-A-Million Biloxi, Mississippi



1999 University of Southern Mississippi

B.S.B.A., Business Administration


Network+, 2013

A+, 2011

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