OBJECIVE

Seeking a Mid-level technical position in the IT field

CAREER PROFILE

Highly motivated team member possessing organizational, interpersonal, and problem solving capabilities with an emphasis on achieving the highest levels of customer satisfaction. Adept at supporting operations for data centers, as well as, supporting technology development. Ability to read, write, and interpret business and technical documents. Skilled in project coordination and implementation of workflow testing for efficient functionality.

SUMMARY OF QUALIFICATIONS

IT Specialist with 5+ years of technical support and internetworking experience. Recognized for achievements in the following areas:

•Problem Management • Change Management • Configuration Management

•Cold Configuration • Root Cause Analysis • Product Specialist

•Leadership Skills • Vendor Management • Quota Attainment

INDUSTRY CERTIFICATIONS

• Active DoD Security Clearance • CompTia Security+ certification • CompTia A+ certification • CompTia Network+ certificate of completion • Microsoft Office Specialist 2010 certification • PMP certificate of completion

TECHNICAL SKILLS AND EXPERTISE

Microsoft: Microsoft Office Suite 2003-2013 with SharePoint 2010- 2013, MS Access, Visio, MS Project 2010, Office 365, Visio, Skype, WebCT, MS V-Look up.

CRM Tools: Remedy Ticketing, Adobe Reader, Adobe XL, Adobe Pro, Flash Player, Dreamweaver, Prism, Passport, Fidelity System, TMT software. Quickbase, D1-US Delivery Service.

Operating Systems: XP, Windows 7, Windows 8, Windows 10, UNIX

Internetworking: Data Migration Program, AS400, MS Server 2003, 2007, and 2012, MS Exchange 2007, Networking Storage Area Network (SAN) management and monitoring, Internet Explorer, Mozilla/Firefox Support, Active Directory Administration 2008, Server Administrator, Unix utilities.

Network Protocol: LAN/WAN, TCP/IP, DHCP, DNS installation, HTML, MCITP. Cisco VPN,

PROFESSIONAL EXPERIENCE:

NCR Corp., Peachtree City, GA July-16 to Present

Customer Care Representative

Proactive plan, prioritize, and assign all outstanding work order tasks. Initiate dispatch request capturing information and record data. Ensure prompt delivery of service to meet our contractual terms and conditions. Work directly with customers answering calls, determining customer entitlement, and documenting requests for service. Maintain effective and timely communication with engineers to obtain progress updates for pending work orders. Handle all messages that are required to be transmitted to engineers within the territory. Ability to work in a team environment and interacts with both internal and external customers

ACCOMPLISHMENTS:

Provide parts management/coordination as assigned

Work with Service Coordinators when the movement of engineers across territory boundaries is necessary to fill any skill or resource shortfall

Ensure the correct and timely closure and completion of all work orders

Certify bill type is included in each call to ensure that all cash and charge revenues are billed at call closure

Verify entitlement of the serial number for the device being repaired

Dollar Shop, Lawrenceville, GA May-16 to July 16

Store Manager/ Key Holder

Store Manager responsible for the overall store management and operations. Shown and operated as a shining example of well behavior and high performance Enhanced customer satisfaction, meet sales and profitability goals and manage staff effectively. Handled and oversaw the hiring, firing and maintaining of personnel. Dealt with all issues that arise from staff grievances or customer complaints, Developed business strategies to increase customer’ base to expand store traffic and optimize profitability. Meet sales goals by training, motivating, mentoring and providing feedback to sales staff. Ensured high levels of customers’ satisfaction through excellent service. Completed store administration and ensure compliance with policies and procedures. Maintained outstanding store condition and visual merchandising standards.

Accomplishments:

Managed team of 3 personnel successfully

Increased customer base by 50% since opening

Provided leadership for my team, Store Owner and Stakeholders

Demonstrated great interpersonal skills with team and customers

Implemented policy and procedural standards as to how customer needs will be handled and store functioning

Metrica Inc., Arlington, VA Dec-13 to Dec-14

IT Administrator/Database Manager

Responsible for maintaining daily functionality of the network processes. Ensured continuity for US Treasury Network Operations, Metrica's Arlington office and for International Groups overseas. Planned, designed, and implemented data connectivity for local area network (LAN) and wide area network (WAN) systems. Managed all phases of project from requirements gathering to user acceptance and testing. Reported briefings to upper management and floor managers Coordinated special projects and Video Teleconferences. Repaired, imaged, and configured computers and system peripherals (printers, scanners, Blackberry, etc.) and their internal components. Organized and implemented Microsoft 365 migration and server upgrade projects. Assisted Administrators, SharePoint Developers in evaluating, implementing, and maintaining changes and daily operations of the company's SharePoint systems.

Accomplishments:

Performed technical analysis and developed technical solutions for complex service performance issues.

Handled cold configuration of Desktops. Laptops and wireless devices

Headed application rollout for enterprise wide project.

Conducted periodic market research and provide equipment price quotes

Managed project schedule, created project timelines, and materials procurement

DHL Global Forwarding, West Columbia, SC July-10 to Dec-13

Customs Brokerage Import Entry Writer

Logistics Specialist responsible for prepared and compiled all documents required by the government logistics for discharge of foreign cargo at domestic ports or airports. Served as the point of contact between import customers, US Customs and Border Protection, merchant shipping companies, airlines, railroads, trucking companies and the government customs service on a daily basis. Produced customer orders, invoices and packing lists for international shipments. Handled and processed incoming cargo for immediate turn around and inventory. Managed Clients' Direct Importation documentation required by US Customs and Border Protection for US importation of goods. Documented shipments to ensure that they are in compliance with customs rules and regulations. Counseled clients on matters like tariffs, insurance, and quotas. Categorize shipments according to a tariff coding system. Consulted with customs agents to ease passage of shipments through customs. Handled documentation, invoices and registration, responsible for following up with air and ocean shipments. Used AS/400 system and Logis Air/Ocean system for entry processing

Accomplishments:

Managed multiple high volume special accounts in an accurate and timely manner with their processes and expenditures and serve

Supervised and audited entries received before being transmitted by agents and post-transmitting

Reported tariff and product classifications issues to the Importer of Record and national account representative(s)

Implemented tracking methods through Logis systems and transportation websites for tracking shipments

NCR Corp., West Columbia, SC Nov-07 to July-10

Technical Support Team Lead

Provided remote Tier II on-call support for inbound calls for over 50,000 non-technical end users. Diagnosed and resolved hardware and software issues for 3500 servers and over 48,000 workstations using a combination of NT/2000/2003 Server, and NT/XP Workstation in the field. Executed jobs that emulated web and CRM application processing. Played key role as project leader, assisting other analysts with complex issues and reaching resolution within company policy and procedural guidelines. Reported directly to management for departmental improvements of Standard Operation Procedures. Supported IBM, Unix and Linux mainframe and AS/400 databases. As a frontline analyst, I was responsible for ensuring continuous process improvements to drive efficiencies. Assisted management in developing employee productivity evaluation matrix and in beta testing of Point Of Service tools.

Accomplishments:

Collaborated with team members to identify issue trends and recommend long-term strategies to use with incoming issues

Performed Gap Analysis research of best business practices and better use of resources.

Reported through Crystal Reports in Remedy for spotting trends in initial stages to prevent widespread outages or enterprise wide impact.

Identified call patterns and creating resolution paths which reduced the call volume over 30%

As a Specials Project team member for onsite lab work performed Remote System Recoveries. Handled critical triage calls for immediate handling. Conducted POS tool beta testing for release to the team

EDUCATION

Masters of Science, University of Phoenix - Information Science

Bachelors of Science, Limestone College - Business Admin & Computer Programming

PROFESSIONAL REFERENCES:

Available upon request

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