Techincal Support

Iesha S. Marshall

E-mail: ********@*****.***

Cell: 678- 986-1683

Professional Experience

Computer Generation Solutions (CGS)/IBM, Dunwoody, GA Feb 2014-Present

Senior Service Technician Supervisor: Caryen Warren

Responsibilities: Providing technical support for Lenovo (IBM) desktop computers to tablets, and accessory equipment in a fast-paced call center environment. We assist with a very large number of clients all over the world with any issues they are having rather its software or hardware. We worked on properly troubleshooting software/hardware issues by walking customers/technicians through proper procedures, and using advanced troubleshooting techniques such as remoting into end users' systems to ensure full functionality of the operating system. We work with the technicians on-site, when resolving hardware issues after troubleshooting with Lenovo (IBM) authorized technicians by ordering and shipping equipment as a result of proper problem determination as a Level 2 Technical Representative. Using time management, multitasking skills and ticketing systems to ensure metrics are met, and finally, creating encounter cases for tracking purposes. We escalate and deal with any escalations that are needed if the client wasn’t pleased or the machine wasn’t fixable.

Computer Generation Solutions (CGS), Dunwoody, GA August 2013-Feb 2014

Computer Technical Support, HL, and Customer Service Supervisor: Nick Fuller

Responsibilities: We assist with a very large number of clients all over the world with any issues they are having rather its software or hardware via telephone or email on outbound and inbound calling. We provide troubleshooting, customer service/professional, technical support for customer’s computer. We show professionalism and technical advice for each customer's understanding depending on the issue they reported. We assisted them through reimage, flashing bios, remote sections and software/hardware with all Windows products. We have good typing skills, multitasking, and experience using or supporting Microsoft Windows XP 7/8/8.1, Microsoft Windows XP, and Microsoft Office 2000/2003, hardware, local network printers and Symantec Antivirus. We used several applications and documentation to make daily decisions and to communicate with the clients with more efficiently.

Skills Used:

I have worked in a fast-paced working environment with quick problem determination, Inbound/Outbound Call & Email with great Customer Service, Data Entry/ Documentation. We worked with Computer Technicians, Field Dispatchers while troubleshooting the client's machines over the phone. I worked with Windows XP, Server, Focal Point, Oracle, and 7/8/8.1 as well. We use SB clients for our daily ticketing, Lotus Notes for email communication, Microsoft Word, Excel, PowerPoint, PDF files for documentation as well. We work with software interface as far as Internet and intranet connectivity, windows updates and blue screen of death (BSOD) and other things as well. We paid close attention to detail, communicated clearly, professionally and actively listened to what the clients was saying, so we could make sure that we was on the same page as the client. Also, made sure they could understand what steps we were taking to resolve their issue.

Apache Mills, Calhoun, Georgia November 2012-February 2013

Packaging, Arpac Machine, Operating labels and Carpet, Labeling

Georgia Northwestern Technical (Bookstore), Calhoun, Georgia August 2012- January 2013

Sales Associate

Responsibilities: Customer Service; Cashier; Shipped and Received Material; Stocked Shelves

Vector Company, Rome, Georgia May 2012-Aug 2012

Sales Representative

Responsibilities: Provide Client Profile, Sales, Marketing, Customer Service, Traveled to people houses, Scheduled Appointments, Made sales, Made lots of presentations and calls

Skills

Networking, and Data Entry, Microsoft Excel, Word, Outlook, PowerPoint, Access, Publisher and

OneNote, Microsoft Visual Basic, and SQL, Customer Service and Cashier, Computer Hardware/ Software Installation, Troubleshoot Internet Connectivity, Check CMOS (BIOS), Check Date, Product ID, Product Key, Soldering and Repair, Install Modems, Hard Drives, Sound Cards, RAM, Motherboards and CPU, Customer Service, Multitasking, Password Reset using Active Directory.

Education and Certifications

Strayer University Dec 2015-Present

Bachelor’s Degree

IT Project Management

Georgia Northwestern Technical College May 2013

Associate's Dual Degree

Computer Networking Systems/ Computer Information Systems

Certificate

Help Desk Specialist (HD41), Comptia A+ Certified Technical Prep (CA71), Microsoft Network Administrator (MS11), PC Repair and Network Technician (PR21), Technical Specialist (TC31)

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