Manager Customer Service
Resume:
Elizabeth D. Thomas
Newton, NC 28658
********@*****.***
Work Experience
*/** – 9/15 MISource / Verizon Wireless
Baseline Technician / RF Performance
Serviced the KSMO area driving routes, conducted and performed specific data collection, assisted System Performance Engineers for the purpose of improving system quality, ensured all test equipment is functional and calibrated on periodic basis, did walk testing with scanner in a backpack, did monthly inspections on our truck, performed hardware and software upgrades on our truck as well as our laptops and phones, kept the truck maintenance up to date
Worked with DataPro, Karens Tools, Real Time Tool, Symphony-Nexgen software and equipment, VoLTE phones and software, TEMS Investigation, used Street Atlas, Outlook, VZ Access Manager, Nortel VPN Client, Collected Trace Logs, Also had daily conference calls
Worked with co-workers, Ascom and TEMS Help Desk in troubleshooting issues with all software and hardware in and out of the truck, worked together with co-workers and also alone in performing duties and/or helping one another, took training classes to learn new software for upgrades, also helped in training other coworkers
7/11 – 2/13 ComputerNet Resource Group / Lowes
ITSD Support Analyst
Worked in Password Management servicing store and corporate users in applications for verifying them, fixing issues, resetting passwords, resetting login attempts, syncing them to stores, servers and test boxes, as well as transferring calls to next level of support
Applications are but not limited to: Active Directory, Contractor/Email Requests-Email Admin, Exceed, Gls1/Secure Net Term, Lowesnet/Kronos Workforce Central, Mainframe Telnet/LPAR, Lowes Intranet Imaging, Oracle Peoplesoft-Canada, Financials, HR and Spend Management, Portal User Management, RSA-Security Console-VPN Access, Transportation Planning
Used BMC Remedy IT Service Management to log tickets for each call received, also to search incidents to provide customer w/info about a previous or ongoing issue, E-manage in to connect to stores to help them with an issue, Microsoft Outlook for email, Office Communicator for talking in chat w/co-workers about current issues, Symposium
Self Help Tools: Listing What Everyone Seeks, Rex, The Brain and personal notes to research items we are not familiar with in assisting the customer, also assisted other coworkers with issues
11/10 – 4/11 MISource / Verizon Wireless Baseline Technician / RF Performance
Setup trucks with laptop to prepare for drives, which included running tests, making sure equipment, software and laptop was functioning properly before travel
Traveled NC & SC testing different cell phones for various sites, Did hardware installs, Symphony Software installs & updates, PRL updates on phone & data cards,
Did troubleshooting with Ascom (Help Desk) for hardware and software, Prepared notebooks with PDF’s of routes for truck use, Installed new laptop mount for truck
8/10 – 10/10 SmartSource / Tolt Service Group Install Technician
Did First Phone Installations for Home Depot, Unpacked, drilled, & dressed rack, Inventoried equipment, charged handsets & provisioning handsets, Performed Mobile Cart conversions, Installed new printers on carts, De-installed Mobile Carts, Entered Printer Mac addresses, Named Printers, enter RLS MAC address, verify LDAP user group
Test First Phone Handset POS Lite feature, test handset in MPOS mode, test Zebra 320 printers, Label & test TEC B452 printers, Completed handset testing on Avaya Smartphone, walkie-talkie, verified coverage, Did walk through with manager to verify everything was working properly
Elizabeth D. Thomas
2419 Dellinger Drive
Newton, NC 28658
********@*****.***
3/09 - 8/09 Apex Systems Inc. / CompuCom
Tech Support Analyst
Installed POS IBM systems for Kangaroo Express Stores, Allied Certified for NexGen equipment, tested cables, took pics of any damaged boxes & equipment, Setup new computer RDW for manager to use Retalix software, Followed a Going Live Checklist, Copied, ran & replaced files in registry
Logged onto FCC to stop, reset, verify & test fuel, Tested EBT, Debit, Credit, Fuelman, Rapidfuel cards on pumps & on each POS machine, Troubleshoot all equipment, Inventoried & packed up old equipment, Provided Help Desk Support for The Pantry (Kangaroo Express) Corporate Office, remoted into stores to do software upgrades
6/08 – 11/08 Manpower Professional / IBM
Computer Field Technician
Did POS installs, computer and software upgrades, installed new pc’s and printers, wireless scanners, data migration and any troubleshooting for Dillards, Embassy Suites, Merrill Lynch, Hampton Inn, Best Buy and Fireman’s Fund Insurance Co.
7/05 – 6/08 BancTec
3/05 – 7/05 RCM Technologies / BancTec
Customer Service Technician
Serviced customers in home and businesses in the Asheville, Hickory and surrounding areas-Serviced Dell desktop computers, laptops and printers, Lexmark printers, HP and E-Machines while still under warranty, replaced parts and troubleshoot while onsite
1/05 – 2/05 TechSkills
Part-time Office Coordinator
Checked emails & mail daily, Email Admissions Management System spreadsheet to Corporate, Enter all AMS leads in spreadsheet, Run Remote Maintenance Agent every morning, Schedule tests for students and non-students thru Registration Manager and VUE software, Sent out emails to possible leads thru EMS software
Mailed out bills and invoices to Corporate, Prepared and mailed out delinquent Educational Financial Services (EFS) payment letters to students, Prepared and mailed out invoices, Ordered office supplies, and had prospective students fill out Student Information Forms
6/04 – 10/04 Adecco Technical / CVS/Pharmacy
Computer Field Technician
Ran service calls for CVS/Pharmacy- This covered installing, troubleshooting, upgrading, repair and/or
fixing problems in the pharmacy, POS-upfront registers and office computer including printers
Education 3/04 – 7/05
TechSkills Charlotte, NC A+, N+ Certified
1994 – 1997
Catawba Valley Community College Hickory, NC
Associate Degree in Applied Science in Microcomputer Systems Technology
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