SUMMARY OF QUALIFICATIONS
Over twenty years experienced and knowledgeable Information Technology Professional/Customer Service seeking to contribute training and acquired skills within a Help Desk support or Customer Service role. Works well independently, or in a group setting providing all facets of computer help desk support such as troubleshooting, monitoring, and maintenance. A skilled help desk professional with a in-depth knowledge and understanding of numerous software packages, operating systems and technical acumen, with leadership, and team building skills to consistently deliver productive technical solutions. Easily identify and resolve customer service and technical issues and concerns. Core competencies:
Knowledge Base Documentation
Process Improvement / Involvement
End User Training and Support
Incident and Problem Management
AT&T Product Management Center June 2006-May 2015 Atlanta, GA
Senior Helpdesk Product Analyst
•Drive work relationship/request from Executive and Senior Level Staff.
• Tasks of screening, diagnosing and referring external and internal inquiries
•New Product Launch Management and implemented M&P for products such as Microcell, Iphone, and iPad.
•Provided second level support to internal customers to resolve user concerns with specific applications, including Windows 2000, Windows XP, Windows 7, Microsoft Office, Clarify, Blackberries devices and numerous industry specific applications.
•Designed training documents to increase productivity within the center for new tools, products and services
•Managed and planned products from incubation to national rollout, to decrease call in rate and increase customer satisfaction
•Relationship owner and Liaison between AT&T and external partners and vendors including but not limited to Apple, Motorola, and Samsung.
•Point of Contact (POC) for Management
•Research and development department on Quality Assurance
•Responsible for researching and buying new technical call tracking software, including it setup and installation
•Created documentation for the call center on policy and procedures
•Relationship owner and responsible for support for account sales team
Verizon Wireless September 2001-2006 Alpharetta, GA
Technical Support/Customer Service
Provide Tech support, earning a reputation for productivity, complex problem resolution.
Troubleshoot and resolve technical problems, escalating to internal partners or external vendors and ensuring closure to problems while meeting or exceeding defined service level expectations.
Provided computer help desk support via telephone communications with end-users.
Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions.
Alabama A&M Huntsville, AL
Bachelors in Zoology
Certifications Network +, Six Sigma (Green Belt), ITIL and Scrum Master CSM
Operating Systems: IBM AIX, MS Windows & XP, UNIX, LINUX, Fedora, Windows Server 2003/2008
Networking: Local Area Network (LAN), TCP/IP, FTP
Software: UltraEdit, WS_FTP, MS Office, SharePoint, Episys, Report Generator, Emacs, Remedy, Dream Weaver, Linux, Microsoft Office Suite (Excel, Outlook, Power Point and Word )