Whitney Cox 479-***-****

**** ****** *** **********, ** 72762

acxvmb@r.postjobfree.com

Objective

Seeking a position in life to utilize my skills and abilities and achieve professional growth while being resourceful, innovative and flexible. To add valuable assets to your esteemed organization as an active member.

Professional History

Wal-Mart POS: Test Environment System Analyst 2013-Present

Collect, review, and analyze technology and tools

Analyze computer system capabilities / POS 4690

Analyze user needs, program functions, and steps required to develop or modify computer programs

Interact with and communicate detailed hardware technical requirements to project development team

Perform project co-ordination activities

Perform/support unit testing, system testing, and UAT testing

NCR: Fastlane and MCX STAB Technical support 2008- 2013

Responsible for proactively monitoring and fixing SCO and MCX units

Supported onsite NCR technicians to resolve software issues

Handled multiple escalations from Wal-Mart management

Handled multiple escalations (NCR Internal & the customer) for high visible sites and issues

Taking first call from stores and performed software and hardware troubleshooting

NCR: Escalation Management Team Leader

Provide support to both external and internal customers.

Document information in Remedy to keep the customer informed of progress.

Escalate any issues that may cause failure to the SLA requirements determined in the contract.

Use various NCR programs to gather and document all stages of call progression.

Managed 2nd shift team

Resolved escalations from Customer’s Management

Responsible for work schedules, time and attendance and employee audits

Tracking shipments for parts equipment for aged tickets

Wal-Mart Call Center: Customer Service Department 2007-2008

Receive inbound calls from customers to report complaints.

Document all information provided by the customer and set up an appointment for follow up service.

Determine the most beneficial plan of action to resolve/address customer complaints for both the customer and the company.

Direct issues to the correct channels for further consideration if deemed necessary.

Wal-Mart DC 6094: Staple Stock 2007-2007

Unload trucks

Responsible for making productivity and quality assurance

Received and updated purchase orders for stores

Responsible for counting and sorting freight

NCR: Escalation Management Team 2006-2007

Provide support to both external and internal customers.

Document information in Remedy to keep the customer informed of progress.

Escalate any issues that may cause failure to the SLA requirements determined in the contract.

Use various NCR programs to gather and document all stages of call progression.

Relevant Skills

Proficient in Microsoft Word

Proficient in Microsoft Excel

Fluent in Remedy, D1, SSH, Citrix, Honts, Fitnet, OSEI, Putty, and Netop

Strong phone etiquette

Excellent people skills

Able to multi-task

Sense of urgency

Positive team player

Customer Service

Motivated and self-driven

Attention to detail and quality

Education

Bentonville High School Graduate

Bentonville, AR 72712

Graduation Year: 2005

References

References are available upon request.

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